Route work to the right agent in Workforce Management
Routing in Workforce Management sends incoming work to the agent who's available to handle it — based on their availability, capacity utilization, and shift coverage. You can route manually (admins assign, item by item, with recommended agents in the dropdown) or automatically (Workforce Management picks the agent for each new work item).
How routing works
Manual routing is always available. Automatic routing is an optional setting that, when turned on, picks the right team and agent for each new work item using agent availability, schedules, and capacity.
Manual routing. You assign each work item yourself by picking an agent in the Assignee dropdown. When Workforce Management is enabled, the dropdown shows recommended agents — agents who are available, on shift, and have spare capacity.
Automatic routing. Workforce Management picks the agent based on their availability, shift coverage, and capacity.
You can always manually override a work item's assignment.
Use manual routing
Manual routing doesn't need configuration — it's how Jira Service Management works by default once Workforce Management is enabled.
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In the Assignee field, pick an agent from the Recommended agents list in the dropdown.
The Assignee dropdown shows recommended agents based on availability, shift coverage, and capacity.
The Assignee dropdown highlights recommended agents but doesn't stop you assigning to someone who's overloaded or unavailable — manual routing always overrides the recommendation.
Confirm your team is connected
Routing works at the team level — every agent who can be routed to belongs to an Atlassian Team that's connected to your service space. If you didn't connect a team when you enabled Workforce Management, do it now. See Set up Workforce Management in Jira Service Management.
Turn on automatic routing
Once your teams are connected, you can turn on automatic routing. Each new work item is then routed to an agent on that team based on their availability, shift coverage, and capacity.
Go to your space settings.
Select Workforce.
Turn on Automatic routing.
If you turn off automatic routing, future work items fall back to manual assignment. Existing assignments aren't changed.
How automatic routing picks an agent
When a new work item comes in and a team has been assigned to the work item, automatic routing identifies the best-suited agent who
Is currently Available. See Set agent availability in Workforce Management.
Is on shift, if your team uses scheduling (Scheduling is available on Premium and Enterprise plans only). See Schedule shifts in Workforce Management.
Has the most capacity available to take on work. See your team's capacity in Workforce Management.
If no agent on the team is available, Workforce management leaves the work item, unassigned.
Routing runs alongside Jira Service Management automation — they don't conflict. Use automation for things that aren't about who handles the work (notifications, SLAs, status changes); use routing to decide who's assigned.
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