Distribution Policy List (AP Helpdesk)

Who this is for. SuperAdmins. Access. Requires the TEAM_MANAGEMENT permission and the feature enabled for the tenant. See the Roles and Access Reference. Applies to. AP Helpdesk. For the AP Invoices view of this screen, see Distribution Policy List (AP Invoices).

The screen lists the tenant’s distribution policies, one row per policy. A policy decides who gets which work. Without one, tasks are raised but never assigned, which shows up on Home as a rising Unassigned count.

Open the distribution policy list

1. Hover Administration in the left navigation rail.
2. Select Automatic Task and Document Distribution.

The entry appears only for roles with the Team Management permission, on a tenant that has team management enabled.

Task distribution needs no separate switch. It runs whenever the agent runs AP Helpdesk. What the menu entry is called depends on what else the agent runs, so it reads either Automatic Task Distribution or Automatic Task and Document Distribution. See Automatic Task Distribution Overview.

Policy list columns

An agent that runs AP Helpdesk alone shows nine columns. The first three identify the policy: a reference such as DP-9, a name, and a free-text description that may read [N/A].

Table 1. Policy list columns

Distributed task counts

The Distributed Tasks column is a link once it is above zero. A dash means the policy has assigned no tasks. Selecting the number opens the tasks the policy assigned.

A count that stays at zero on an active policy means one of two things. Either no task has matched a rule yet, or the policy has no rules. Open it and check the assignment rules.

Policy status

The Status toggle on each policy row controls whether the policy is currently evaluating incoming work.

• Active – The policy evaluates incoming tasks and assigns them according to its rules.
• Inactive – The policy does not evaluate incoming work. Existing assignments are retained, but no new assignments are made.

Note: If the linked SmartFlow is stopped, the distribution policy is automatically deactivated and becomes read-only.

Add a policy

Use Add Distribution Policy to create a new distribution policy linked to a SmartFlow Skill. For the full procedure and field reference, see Create a Distribution Policy (AP Helpdesk).

Search the list

The search box finds policies by Policy ID, Policy Name, Policy Description, or SmartFlow Skill. As you type, the list updates in real time to display matching records.

How to Search for Distribution Policies:

1. Locate the search field at the top right of the Distribution Policies list.
2. Select into the search field and begin typing a Policy ID, name, description, or SmartFlow keyword.
3. The list of distribution policies dynamically filters as you type.
4. To clear the search and return to the full list, delete the text from the search box.

Figure 1. The search box above the policy list.

Tip: For broader results, use partial text (for example, typing SmartVendor matches all policies linked to SmartVendor SmartFlows). Applies to. AP Helpdesk.

Note: The search runs across all visible and filterable columns, depending on your current settings.

Filter the list

Filtering lets you narrow the policy list based on specific criteria for more targeted navigation and reporting.

How to Filter Distribution Policies:

1. Select the filter (funnel) icon in the toolbar. A row of filter fields appears directly below the column headers.
2. For each column, select the drop-down arrow to choose a filter operator, then enter or select a value.
3. The policy list updates in real time to show matching records.
4. To clear all active filters at once, select Clear All Filters below the page title. The Clear All Filters button appears only when one or more filters are applied.

Figure 2. The filter fields above the policy list.

Table 2. Distribution Policy Filter Fields

Tip: Combine filters (for example, SmartFlow Skill and Status) for advanced targeting.

Note: All filters work instantly and only on records currently loaded in your view.

Choose which columns show

Personalize the Distribution Policies list to display only the columns you need. This helps you focus on relevant data and reduce on-screen clutter.

How to Customize Distribution Policies Columns:

1. Select the Edit Columns icon (three vertical bars) in the toolbar.
2. The Edit Columns panel appears, listing all Distribution Policies columns.
3. Check or uncheck columns to show or hide them.
   • Checked columns appear in your view.
   • Five columns are locked and always visible: Policy ID, Policy Name, Policy Rules, Distributed Tasks, and Status. A lock icon marks them.
4. Use the search box at the top of the panel for quick column lookup.
5. Select Apply to save changes, or Restore Default to revert.

Figure 3. The Edit Columns panel.

Table 3. Which columns are locked and which can be turned off

Note: Column visibility changes only affect your own session or profile, not other users.

Tip: Adjust columns based on your current task (for example, show Distributed Tasks for workload reviews, or Created and Modified for audits).

Open the policy audit logs

The audit log records what was done to a policy and when. It covers policy creation, rule changes, status changes, rule reordering and SmartFlow reassignment.

How to View the Audit Logs:

1. Select the three-dot (more options) icon in the toolbar.
2. From the menu, select Audit Logs. The Policies > Audit Logs page opens.

3. Review the log entries. Each entry shows the time, user, event type, Policy ID, Policy Name, Rule ID, and details of the action.

4. To return to the Distribution Policies list, select the back arrow next to the Policies > Audit Logs breadcrumb.

Figure 4. The menu at the end of the toolbar, with Audit Logs.

Figure 5. The policy audit log.

Table 4. Distribution Policy Audit Logs columns

Search, filter, and customize audit logs

The Audit Logs page includes a toolbar with search, filter, and column customization controls.

Search the audit logs

1. Select the search field at the top of the page.
2. Enter a keyword to filter audit log entries in real time.
3. Clear the field to return to the full log.

Filter the audit logs

1. Select the filter (funnel) icon.
2. A row of filter fields appears below the column headers.
3. Select an operator and enter or select a value for each field you want to filter by.

Figure 6. The filter fields above the audit log.

Table 5. Audit Logs filter fields

Edit audit log columns

1. Select the Edit Columns icon (three vertical bars).
2. In the Edit Columns panel, check or uncheck columns to show or hide them.
3. Locked columns (Time, User, Event Type, Policy ID, and Rule ID) are always visible.
4. Toggleable columns include Policy Name and Details.
5. Select Apply to save changes, or Restore Default to revert.

Figure 7. The Edit Columns panel for the audit log.

Pagination

The pagination footer at the bottom of the page includes the following controls:

• Rows per page – Select the number of rows to display per page. Default is 20.
• Row count – Displays the current range and total (for example, 1–6 of 6).
• Page navigation – Use the first, previous, next, and last page controls to move through the policy list. The current page indicator (for example, Page 1 of 1) appears between the controls.

Related information

• Create a Distribution Policy (AP Helpdesk)
• Build Assignment Rules (AP Helpdesk)
• Team List