---
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


---

# Create assignment rules and groups

# Create assignment rules and groups {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Define agent assignment rules and specify groups of agents who are eligible to receive overflow work assignments for a queue.

## Before you begin

You must first create a new assignment rule before you create a service channel. For more information, see [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). Use [Exploring Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) (AWA) to route work items automatically to agents based on an agent's availability, capacity, and skills.

Role required: sn_channel_mgmt.admin

## About this task

An eligible assignment group can consist of one or more groups of agents available to work on items in the queue.

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMChannel ManagementQueues
2. Select a queue to define an assignment rule.
3. In the Assignment Eligibility tab, click New.
4. On the form, fill in the fields.  
   {#create-assignment-rules-configurable-wfo-itsm__table_nln_krq_lfb__entry__2}

   | Field | Definition |
   |-|-|
   | Agent assignment rule | Name of the rule to assign work items to agents. |
   | Eligible at | The duration that this assignment rule is valid for a set of agents. |
   | Groups | The set of groups eligible for assignment. * Click the lock icon to unlock it and select the agent groups in the eligible assignment pool. * Click the lock icon to lock it. {#create-assignment-rules-configurable-wfo-itsm__ul_zhy_s5p_dgb} |
   [ ]

   {#create-assignment-rules-configurable-wfo-itsm__table_nln_krq_lfb}
5. Click Submit to create the eligible or Update if modifying an eligible assignment pool.  
   The Queues \[awa_queues\] table is updated with the eligible assignment group.  
   Note:  
   For a new service channel, you must first create a new assignment rule and then [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).

*[\>]: and then