---
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


---

# Create or change a work item size override

# Create or change a work item size override {#ariaid-title1}

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

Create a work item size override if you want Agent Affinity to
calculate an agent's workload using a work item size other than the default.

## Vorbereitungen

Role required: awa_admin or admin

## Prozedur

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

     In the Essential settings section, select Set up service channels.
   * AllAdvanced Work AssignmentService Channels.
   {#awa-modify-work-item-size__choices_nt4_2f3_tvb}
2. Select the service channel.
3. On the form, select the Work Item Size Override list.
   * To create an override, select New.
   * To change an existing override, select the override that you want to update.
   {#awa-modify-work-item-size__choices_lfd_fwj_rvb}
4. On the form, fill in the fields.  
   {#awa-modify-work-item-size__table_fdy_rhq_gfb__entry__2}

   | Field | Definition |
   |-|-|
   | Name | Name of the override. |
   | Service Channel | Service channel that is assigned to the override. |
   | Override Size | Size to use instead of the default. |
   | Order | Order in which Advanced Work Assignment considers this size override. |
   | Condition mode | Type of condition for routing work items using this size override: * Simple: Specify a routine condition using the condition builder. * Advanced: Specify a JavaScript scripted condition. {#awa-modify-work-item-size__ul_f3p_wbs_xjb} |
   | Conditions | Condition that applies to the override work item sizes. This field appears when you select Simple in the Condition mode field. |
   | Script | JavaScript condition statement that specifies the override work item size. The condition must evaluate to true. This field appears when you select Advanced in the Condition mode field. |
   [Tabelle : 1. Change work item size form]

   {#awa-modify-work-item-size__table_fdy_rhq_gfb}
5. Select Submit to create the override or Update to change the override.
{#awa-modify-work-item-size__steps_iyp_tkh_3fb}