---
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


---

# Tutorial: Set up a custom service channel for change requests

# Tutorial: Set up a custom service channel for change requests {#ariaid-title1}

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

Learn how to configure Advanced Work Assignment to automatically
assign change requests to agents. Use this tutorial as a guideline to help you understand how
service channel records, queues, and assignment rules work together to create a custom service
channel.  
In this tutorial, you learn how to set up a custom channel that:

* Assigns new change requests to whichever Change Management agent has the most capacity
* Populates the assignee's agent inbox in Agent Workspace with change requests from the queue
* Displays the change request number, short description, and type on the inbox card
* Enables the agent to accept or reject change requests
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For information on setting up custom service channels, see [Set up a custom service channel](https://servicenow-prod.fluidtopics.net/gA19QXBAv_LJ_hJi9ptvhQ "Set up a custom service channel to expand the type and scope of work that is routed automatically to your agents.").  
Before you begin:

* Ensure that the form layout for the Change Request table is configured for the workspace view; otherwise, work items from the Change Request service channel appear as read-only in Agent Workspace.
* Assign the awa_agent and workspace_agent roles to the Change Management group so that members can open work items in Agent Workspace.
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