---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure reasons for rejecting work items

# Configure reasons for rejecting work items {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Define the reasons that agents can use to decline work assignments that they receive
in their Agent Workspace inbox. A reject reason can apply to all service channels or a
single channel that you specify.

## Vorbereitungen

Role required: awa_admin or admin

## Prozedur

1. Navigate to the reject reasons settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Additional settings section, select Set up reject reasons.
   * AllAdvanced Work AssignmentReject Reasons.
   {#awa-configure-reject-reasons__choices_nt4_2f3_tvb}
2. Choose a situation.
   * To create a rejection reason, select New.
   * To update an existing rejection reason, select the reason record.
   {#awa-configure-reject-reasons__choices_qhh_c1d_rvb}
3. On the form, fill in the fields.  
   {#awa-configure-reject-reasons__table_ytm_2lm_2fb__entry__2}

   | Field | Definition |
   |-|-|
   | Reason | Name of the reason for rejecting work items. |
   | Agent selectable | Indicates that the reject reason is selectable by agents in their Agent Workspace Inbox. |
   | Order | Order in which the reject reasons are listed in the agent inbox. |
   | Apply to all service channels | Indicates that the reject reason applies to all service channels. To make the reason available to a single channel, unselect this check box and in the Service channel field, select the appropriate channel. |
   | Service channel | Service channel that the rule applies to. This field is displayed when Apply to all service channels isn't enabled. |
   | Reassignable | Indicates if the work item can be reassigned to the agent who rejected it. |
   [ ]

   {#awa-configure-reject-reasons__table_ytm_2lm_2fb}
4. Select Submit for a new reason, or if changing an existing reason, select Update.  
   The rejection reason is added to or updated in the Reject Reasons \[awa_reject_reason\] table.