---
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


---

# Set work item sort order

# Set work item sort order {#ariaid-title1}

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

Specify the order in which work items in a queue are sorted.

## Vorbereitungen

Role required: awa_admin or admin

## Warum und wann dieser Vorgang ausgeführt wird

The Work Item Sort Order field only determines the order that AWA assigns the work item and doesn't affect the order of work items in the agent's inbox card. Work items in the inbox card are displayed
based on the time that they arrive. The Work Item Sort Order field assigns a set of pending work items to agents designed by the defined work item sort order. For example, if two work items are pending
when an agent becomes available, the Work Item Sort Order decides which work item is assigned first to an agent via AWA.

## Prozedur

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

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#awa-set-work-sort-order__choices_nt4_2f3_tvb}
2. Select the queue.
3. Select the Work Item Sort Order related list and select New.
4. In the Work Item Sort Order form, select:  
   * Field: The field to be used for the sort. The fields are from the table for the associated channel. For example, the fields available for the chat service channel are from the Interaction table.
   * Sort Direction: The order in which work items are sorted. Select either Ascending (smallest to largest or oldest to newest) or Descending (largest to smallest or newest to oldest).
   * Order: The value of the Order value relative to other items in the queue.
   {#awa-set-work-sort-order__ul_fzf_nnb_rvb}
5. Select Submit.