---
title: Assignment Rule form
description: When creating or changing an Advanced Work Assignment assignment rule, the Assignment Rule form contains the following fields.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/awa-assignment-rules.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Reference, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Assignment Rule form

When creating or changing an Advanced Work Assignment assignment rule, the Assignment Rule form contains the following fields.

<table id="table_dkx_dpy_h5b"><thead><tr><th>

Field

</th><th>

Definition

</th></tr></thead><tbody><tr><td>

Name

</td><td>

Name of the assignment rule.

</td></tr><tr><td>

Application

</td><td>

Name of the application to which this assignment rule belongs. The default application is **Global**.

</td></tr><tr><td>

Short description

</td><td>

Brief description of the assignment rule.

</td></tr><tr><td>

Assign by

</td><td>

Type of assignment. Select one of the following values:-   **Last Assigned**: Routes a work item to the agent who has gone the longest without being assigned work.
-   **Most Capacity**: Routes a work item to the agent who has the greatest availability for handling the work.

</td></tr><tr><td>

Auto-assign handling

</td><td>

Work items are automatically accepted without agents having to select **Accept** or **Reject**.-   **Enable auto-assign work items**: Select this option to have work items automatically accepted on behalf of agents. Agents are unable to manually **Accept** or **Reject** work items.
-   **Display options**: Select one of the following values:
    -   Select **Inbox card** to accept the chat interactions and add them to the agent inbox. Agents can open the accepted interaction from the inbox.
    -   Select **Inbox card and workspace tab** to accept chat interactions and open a tab for each accepted interaction.

</td></tr><tr><td>

Rejection handling

</td><td>

Work items are rejected and handled. -   Allow agents to reject: Enable agents to reject work items in their inbox.
-   Reassign on timeout: Enable reassignment of work items not accepted or rejected by agents within the specified timeout period:
    -   Timeout value \(Days and Hours, Minutes, Seconds\): Length of time allowed for an agent to accept or reject a work item before the assignment times out \(ends\) and is reassigned to another agent.
    -   Timeout presence state: Agent availability state after the timeout occurs: Available, Away, or Offline.

This tab isn't available when auto-assign handling is activated.

</td></tr><tr><td>

Skill handling

</td><td>

Skill-based work assignments.-   **Enable skills**: Route work items to agents with the appropriate skills. When selected, the **Evaluate skill level** and **Enforce mandatory skills** check boxes appear cleared.
-   **Evaluate skill level**: Route work items to the most qualified agents based on their skill level.
-   **Enforce mandatory skills**: Route work items to agents with required skills.

</td></tr><tr><td>

Shift handling

</td><td>

Work items are assigned to agents based on shifts.-   Enable-shift based assignment: Assign work items to agents based on time available in their shifts.
-   Add time constraints: Add the time required to complete work items in shifts and whether agents should be continuously available for the required time period.

This field appears only when the **Enable shift-based assignment** option is selected.

-   Agent criteria: Select an agent based on the time left in the agent's shift.

This field appears only when the **Enable shift-based assignment** option is selected.

Available options:

    -   Least time left in shift: Assign a work item to an agent from a group of available agents based on the least amount of time available in their shifts.
    -   Most time left in shift: Assign a work item to an agent from a group of available agents based on the maximum time available in their shifts.
-   Time required: Time required to complete a work item.
-   Available continuously for the required time: Assign work items to agents who are continuously available for the required time period without any breaks in a shift. Agents who don’t have the minimum time required in their shifts aren’t considered for work item assignments.

**Note:** The **Shift handling** field is available only if the Advanced Work Assignment plugin \(com.glide.awa\) is activated and the Workforce Optimization for Customer Service plugin \(com.snc.wfo.csm\) or the Workforce Optimization for ITSM plugin \(com.snc.wfo\_itsm\) plugin, or both, is activated. As a manager, you must have planned schedules for agents to assign them shifts. For more information, see [Scheduling in Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/explore-scheduling-configurable-wfo-cs.md) and [Scheduling in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/explore-schedule-configurable-wfo-itsm.md).


This field appears only when the **Add time constraints** option is selected.

</td></tr></tbody>
</table>