---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Add service channels and queues

# Add service channels and queues {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add service channels and queues to automatically route incoming work items to
agents.

## Before you begin

Role required: sn_channel_mgmt.admin

## About this task

A service channel is a means of assigning a specific type of work items to agents.
You can modify the existing service channels or create your own custom service
channel.

## Procedure

1. To create a service channel, do the following:  
   1. Navigate to Workforce Optimization for ITSMChannel ManagementService Channels.
   2. Click New and refer to the information in the [Create a service
      channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) to create the service channel.
   3. Click Submit.
   {#add-channels-queues-configurable-wfo-itsm__ol_ghq_23s_plb}  
   The service channel is created.
2. To create a queue, do the following:  
   1. Navigate to Workforce Optimization for ITSMChannel ManagementQueues or select the service channel and click the Queues tab.
   2. Click New and refer to the information in [Create a work
      item queue](https://www.servicenow.com/docs/access?context=awa-create-queue&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) to create the queue.
   {#add-channels-queues-configurable-wfo-itsm__ol_cvh_4xj_slb}  
   The queue is created in the service channel.
{#add-channels-queues-configurable-wfo-itsm__steps_ojk_svh_slb}

*[\>]: and then