Using the Request Resource feature, you can send a work request to Work Assignment to find a single resource based on up to six attribute sets. To use the Request Resource feature, you must define the attribute sets and send a work request to Work Assignment.

Upon receiving the work request, Work Assignment attempts to match a resource based on the specified attribute sets. After identifying a resource, Work Assignment reserves the resource and sends you the details of the resource. You can assign work to the resource or cancel the request.

If Work Assignment does not find an available resource for the specified attribute sets, the request waits in a queue until a suitable resource becomes available. If more than one request is waiting in a queue, Work Assignment first selects the request with highest priority. Work Assignment applies Resource Selection Strategy to select a resource from a list of suitable resources. If you do not specify any Resource Selection Strategy, Work Assignment applies the preconfigured default strategy.

To maximize the chances of finding a resource, you can use the Queue to Multiple feature. This feature is applicable only when you are requesting a single resource. This feature serves as a single-step execution of multiple Request Resource operations. When there is a single resource, Work Assignment attempts to find the best available resource in multiple services. If Work Assignment does not find any resource, the system queues the work against multiple services. If Work Assignment finds multiple resources, the system selects the best resource based on rank or Resource Selection Strategy steps, such as proficiency or occupancy. The system reserves the resource after the resource is finalized.