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About Excluding Candidates from Assignment

You can choose to ignore a specific candidate or candidates, even though you added the candidate or candidates to an assignment rule. You do so at runtime by specifying the ExcludePersonList or the ExcludeOrgList request-level server parameter as comma-separated lists of candidate Ids. Assignment Manager does not evaluate these candidates, and because of this, the candidates do not appear in log files even when Match or Assign logging is active.

For example, if an employee has not worked on a service request for several days, and if a request is submitted to assign the same service request, Assignment Manager assigns the service request to the same person again. That is because, given a set of assignment rules and criteria, Assignment Manager assigns the candidate with the highest score to the object row. By specifying the ExcludePersonList parameter when releasing rules, you can exclude this particular candidate from assignment consideration.