video1.0<iframe src="https://www.loom.com/embed/15f02c50af3546729947c513c8247158" frameborder="0" width="1388" height="1041" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>10411388Loomhttps://www.loom.com10411388https://cdn.loom.com/os/loom-media-content/loom/a436116f-02ce-4520-8fbb-7301462a1674/1621dc1f-3702-4525-84ba-fad829566798/sessions-thumbnails-15f02c50af3546729947c513c8247158-ceefbe40e8533208.gif/binary?authToken=eyJraWQiOiJtaWNyb3MtZ3JvdXAvdGRwLW9zLWFyY2hldHlwZS9vbzAzcWZoYTFqbDFocjRoIiwiYWxnIjoiUlMyNTYifQ.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.kBOh8O5UV9s9iFJBdtcHuVz3N1fLzp9VjTsknngYYVz2B90KusEE1yZRzLXf3xh6nV2XgyVvnYaOW5Qqu7uuAArdoprLaJcGaUFSO_zEGRqyV3Es9C_1yrxIPsLYQ0S3C5vCzIpVH6H73SothxKxrgUz7PvlOgwLga9-P3e93NzuWBPaOKU3NxnYOECARKsTDvPJn77o85zIVhAA6p6R9_qr6GOgTLhmys9To6lW1qCPOMa7KK5HqCeFeLwXYBYVdT6Ps7fnB32vO9HFHn04i_Te5q286_l0BEt7YS6-M2z48tLvaUP9LS7mjICh2LnwiVuVwdNqybIqykM5DlteUQ&Expires=1785023845&Signature=o4DbaeGKWXWpH5iN5MBu71RvADUOfD50Sn9T-cpeA4e45KrdR4AeDsfn7-qjzNrZTqVk5Uje-diJtEUJlDbJbEkKKqmbEAzhtqJuA6iuDzkRt99jr6IZT-m6Im%7EDF12aC2Y69pHCvlaYaa3Gu8qnrkFsxWhiIPXlJsx0oes-ayuNIeHkCUUlNe4zJbCU0dESLfaVhVpzFzJBoUK5wYUP7zRvJhiUibgs4mRqCNhO4Iv46%7EPfmL1yOEKJXcblrIx6KOODJAyqWlVz2cLtFh7xB73pDulhsQHceiAcj9L9r-%7E%7EOm5UCSUjH3rV73Puk47Np90WVSKKBxRODd9XyYjWoQ__&Key-Pair-Id=KQOSYIR44AIC0515.529This Loom explains how Jira Service Management workforce management routes work to the right team and agent using real time signals like capacity, schedule, availability, and skills. The author demonstrates creating two tickets, showing how one request is routed to the VP and L1 support team and an agent who is available, while a VPN issue is routed to L1 software licenses with a better suited agent. It then covers setting up workforce management in space settings, connecting teams and services, defining skills, configuring default availability and team capacity, enabling auto assignment, creating schedules and handling coverage gaps, and rebalancing based on utilization. The Loom also previews routing history, Rovo testing using 50 historical tickets, and upcoming options like location based routing and configurable routing triggers.