---
sourceDocument: Australia Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/service-management-for-the-enterprise

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Facilities agent assignment

# Facilities agent assignment {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Depending on your settings in the facilities configuration screen, you can assign
agents manually or using auto-assignment.
If you have a limited number of agents for completing requests or you simply do not want
to auto-assign agents, you can use manual assignment.

Auto-assignment allows you to define criteria by which agents can be automatically
selected to satisfy requests entered in service management applications. Based on the needs
of your organization, you can configure the criteria for agent auto-assignment in the
following ways.  
When auto-assignment is enabled and a task is qualified or marked as Ready for Work, the following actions occur:

* Available agents are evaluated based on the criteria defined in the configuration.
* An appropriate agent is automatically assigned to the task.
* The task is moved to the Assigned state.
{#r_FacilitiesAgentAssignment__ul_myz_mnd_zs}

If more than one set of criteria is considered, such as location and skills, the agents are
evaluated on the weighting property settings and other criteria.

If the task cannot be auto-assigned, a user with the dispatcher role adjusts the values in
the request or task form and saves the record.
**Related concepts**   

* [Agent assignment methods](https://servicenow-prod.fluidtopics.net/ojvDc2DIll9aBGCKZvw09w "Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment.")