---
title: Create assignment rules and groups
description: Define agent assignment rules and specify groups of agents who are eligible to receive overflow work assignments for a queue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/create-assignment-rules-configurable-wfo-itsm.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Setting up Channels, Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Create assignment rules and groups

Define agent assignment rules and specify groups of agents who are eligible to receive overflow work assignments for a queue.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

You must first create a new assignment rule before you create a service channel. For more information, see [create a service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-create-service-channel.md). Use [Exploring Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-overview.md) \(AWA\) to route work items automatically to agents based on an agent's availability, capacity, and skills.

Role required: sn\_channel\_mgmt.admin

## About this task

An eligible assignment group can consist of one or more groups of agents available to work on items in the queue.

## Procedure

1.  Navigate to **All** > **Workforce Optimization for ITSM** > **Channel Management** > **Queues**

2.  Select a queue to define an assignment rule.

3.  In the **Assignment Eligibility** tab, click **New**.

4.  On the form, fill in the fields.

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

Field

</th><th>

Definition

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

Agent assignment rule

</td><td>

Name of the rule to assign work items to agents.

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

Eligible at

</td><td>

The duration that this assignment rule is valid for a set of agents.

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

Groups

</td><td>

The set of groups eligible for assignment. -   Click the lock icon to unlock it and select the agent groups in the eligible assignment pool.
-   Click the lock icon to lock it.


</td></tr></tbody>
</table>5.  Click **Submit** to create the eligible or **Update** if modifying an eligible assignment pool.

    The Queues \[awa\_queues\] table is updated with the eligible assignment group.

    **Note:** For a new service channel, you must first create a new assignment rule and then [create a service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-create-service-channel.md).


**Parent Topic:**[Setting up Channels in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/setup-channels-configurable-workforce-optimization-itsm.md)