1. Assignment Manager Administration Guide
  2. Nonrequired Assignment Criteria

Nonrequired Assignment Criteria

Use a nonrequired assignment criterion to further determine a suitable match between candidates and assignment rules. You can make criteria nonrequired by selecting Never from the picklist in the Required field.

Use nonrequired criteria that include scores to apply scores to candidates. If an assignment rule satisfies the criteria, then these scores are added to the total scores of the candidates for this assignment rule. By using nonrequired criteria with scores, you can add a higher score to candidates that satisfy this criteria, while keeping candidates that do not satisfy the criteria.

  • If a candidate fails a nonrequired criterion, then no score is added to the candidate; however, the candidate does not fail. Person candidates are evaluated for the rest of the person-based criteria and organization candidates are evaluated for the rest of the organization-based criteria.

    For example, use service-related criteria (such as Service Request Priority) for an assignment rule that is applied to service-related objects (such as Service Request). If you create an assignment rule with Server Request Priority as a nonrequired criteria, then Assignment Manager does not qualify any accounts for the criteria, because Service Request Priority does not apply to accounts.

  • If an assignment rule uses only nonrequired assignment criteria, then the assignment rule passes even if the minimum score for the rule is not satisfied, because the assignment criteria are not required. To avoid this behavior, you can alter Assignment Manager so that assignment rules pass only when the minimum score for the rule is satisfied, even if the assignment criteria are not required.

  • To require that an assignment rule satisfies the minimum score for the rule to pass, you can use the UseRuleMinScore parameter. If you set this parameter to TRUE, then each assignment rule score must be equal to or greater than the rule minimum score to pass. Also, candidates must have a total score from the rule greater than or equal to the rule minimum score in order to qualify for that rule as well.

  • When running the Assignment Manager (AsgnSrvr) and Batch Assignment (AsgnBatch) components from the Server Manager command-line interface (srvrmgr), you can change the value for the UseRuleMinScore parameter. For dynamic assignment, you change the default value of the UseRuleMinScore parameter in the Assignment Request (In Process) workflow policy.