---
sourceDocument: Zurich Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/service-management-for-the-enterprise

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Agent auto assignment using location

# Agent auto assignment using location {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Agents can be auto assigned based on the location defined in their user record and the
location of the tasks.

Auto assignment by location can be performed in a [task- or request-driven processing](https://www.servicenow.com/docs/uYDfzjoYamgKp_2Tq5InzQ "All applications use either task-driven or request-driven processes for handling tasks.")
environment when the Auto-selection of agents will consider location of agents configuration is enabled.  
When a task is created, agent locations are compared to the following ranges to determine a location rating for each agent.{#c_AgentAutoAssignmentUsingLocation__table_ngx_crx_rr__entry__2}

| Distance (mi.) from agent to task | Rating |
|-|-|
| 0--0.1 | 1 |
| 0.11--0.5 | 0.9 |
| 0.51--5 | 0.7 |
| 5.1--10 | 0.5 |
| 10.1--20 | 0.4 |
| 20.1--30 | 0.3 |
| 30.1--40 | 0.2 |
| 40.1--100 | 0.1 |
| \>100 | 0 |
[Table 1. Location rating calculation]

{#c_AgentAutoAssignmentUsingLocation__table_ngx_crx_rr}

When a task is qualified or marked as Ready for Work, the agent closest
to the task location is considered for the task. If the application is configured so that only
location is considered, the closest agent is auto-assigned to the task.

If the application is configured to use other selection criteria---such as skills, time zone, or
schedule---the ratings of all selection criteria are averaged, and the agent with the highest
overall rating is auto-assigned for the task. See [Agent auto assignment using multiple selection criteria](https://www.servicenow.com/docs/vxVQqOBUdU~INxebtmDVnA "At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.") for
details.