Reverse matching

task australia Updated Sep 10, 2026 1 min read t_ReverseMatching.md

Raw file servicenow.com

Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, and admin

About this task

The resource matching engine can match resources and tasks in two ways:

Forward: matches resources for a task
Reverse: matches tasks for a resource

The same matching rule can be used for both forward and reverse matching.

Procedure

In the Customer Service Management application, you can use reverse matching to determine which call the next available agent should take.
Reverse matching returns a list of case sys_ids instead of user sys_ids.

When using reverse matching, you can also limit the cases returned to a specific set. The following example shows how to use reverse matching.
JavaScript
```
MatchingRuleProcessor.processAndGetCandidates(resource, taskLimit, "sn_customerservice_case", "reverse", false, [<array of cases to consider>])
```

43 lines · 1.6 KB Wrap lines

---
title: Reverse matching
description: Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/t\_ReverseMatching.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure case routing and assignment, Route and assign cases, Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Reverse matching

Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice\_manager, and admin

## About this task

The resource matching engine can match resources and tasks in two ways:

-   Forward: matches resources for a task
-   Reverse: matches tasks for a resource

The same matching rule can be used for both forward and reverse matching.

## Procedure

-   In the Customer Service Management application, you can use reverse matching to determine which call the next available agent should take.

-   Reverse matching returns a list of case sys\_ids instead of user sys\_ids.

    When using reverse matching, you can also limit the cases returned to a specific set. The following example shows how to use reverse matching.

    ```
    MatchingRuleProcessor.processAndGetCandidates(resource, taskLimit, "sn_customerservice_case", "reverse", false, [<array of cases to consider>])
    ```