How Resources are Matched and Assigned in Auto-Staffing

When you select the Auto-Assign checkbox on a resource request, the org starts searching for a suitable resource. This process starts within ten minutes after selecting the checkbox. Resources are matched according to the priority order of fields and field weightings defined using the Resource Search Service settings. In a single matching process, a resource can only be matched to one resource request. However, the same resource can be assigned to another resource request in another process.

When the matching process is complete, the highest-ranked resource is matched to their corresponding resource request. The highest-ranked resource is determined by how well they match the resource request according to the configured settings.

After the resource is matched, it is assigned to the resource request and an assignment is created. The Source field on the assignment is set to "Auto-Assign" to indicate that the assignment has been created from the auto-staffing process. On the resource request:

  • The status is set to "Assigned".
  • The Auto-Assign checkbox is deselected.
  • The Processing Stage field is set to "Auto-Assign: Completed".
  • The Assignment Source field is set to "Auto-Assign".

A staffing log record is also created, which contains details about the auto-staffed resource and the search criteria used to identify the resource.

The user who enabled auto-staffing for the resource request receives a notification that points to the Auto-Staffing: Completed list view on the Resource Requests page. From the resource request record you can unassign the resource. For more information, see Unassigning Resources.

If all suitable resources have already been matched to other resource requests, the org continues searching for a suitable resource.

If none of the resources match the criteria, the resource request is excluded from the auto-staffing process. The Auto-Assign checkbox is automatically deselected and the Processing Stage field is set to "Auto-Assign: No Matched Resource". You can set the resource request for auto-staffing again by selecting the Auto-Assign checkbox. The user who enabled auto-staffing receives a notification that points to the Auto-Staffing: No Matched Resources list view on the Resource Requests page.

If any errors occur during the process, the user who enabled auto-staffing receives a notification that points to the Auto-Staffing: Error list view on the Resource Requests page. Your administrator can also check the related app log to investigate the issue. On the resource request, the Processing Stage field is set to "Auto-Assign: Error" and the Auto-Assign checkbox is deselected.

Resource Priorities

An administrator can configure the order of priorities that auto-staffing uses to match a resource to a resource request. The priorities are fields, skills, and availability.

Skills are matched according to the minimum rating specified in the matching criteria. If no rating is specified, all resources with that skill are considered. Resources must have 100% availability to be matched. For more information about skills and availability, see Calculating Resource Availability and Skills Management Overview.

Fields refer to the following:

  • Resource Role
  • Region
  • Practice
  • Group
  • Worked With Customer
  • Custom fields

Sub-regions, practices, and groups are scored the same as the parent region, practice, or group, and are considered matches when the parent region, practice, or group is a match.

Field Weightings

An administrator can apply weightings to the fields used for matching. The weightings determine how strictly a resource is matched to a resource request. Skills are weighted individually, based on the Importance field on the skill requests for the resource request. Custom fields, however, are weighted as a whole rather than individually. An administrator can set up the custom fields that are considered.

The weightings are determined on a scale of 1 to 4, and equate to the following:

  • 1 - Suggested
  • 2 - Desirable
  • 3 - Ideal
  • 4 - Essential

Weightings can be applied to the following fields:

  • Role
  • Region
  • Practice
  • Group
  • Worked With Customer
  • Custom Fields

The matching process considers the weightings of the fields, and scores each resource depending on whether they match a field on the resource request and its weighting.