---
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


---

# Override channel capacity for an agent

# Override channel capacity for an agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Change the default number of work items that an agent can handle for a service
channel.

## Before you begin

Role required: sn_wfo_cfg_ws.manager

## About this task

By default, the override capacity is valid for 12 hours. Administrator can change the duration using the sn_channel_mgmt.awa_agent_temporary_override_time.minutes system property. For information on adding a system property, see [Add a system
property](https://www.servicenow.com/docs/access?context=t_AddAPropertyUsingSysPropsList&version=australia&pubname=australia-platform-administration&ft:locale=en-US). The capacity resets to the previous value after the specified time. The scheduled job Reset Temporary Capacity Override is executed every two minutes to check the invalid or expired overridden capacity and resets to the previous value.  
Note:  
You can override the channel capacity for a single agent at a time. Ensure that an agent to whom you want to override the channel capacity needs to be associated with Advanced Work Assignment and the required channels.

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Navigate to an agent's profile.

   | To set the override capacity | Do this |
   | From Channels | 1. Click the Channels icon. 2. Click the All Agents tab. 3. Click an agent's record. {#override-channel-capacity-itsm-configurable-workspace__ol_uxj_mdw_knb} |
   | From Teams | 1. Click the Teams icon. 2. Click the KPI group. 3. Select Group Members tab. 4. Click an agent's record. {#override-channel-capacity-itsm-configurable-workspace__ol_wrb_jt2_4nb} |
   |-|-|

   {#override-channel-capacity-itsm-configurable-workspace__choicetable_yv3_zcw_knb}
3. Click the Overview tab.
4. In the Channels section, select the service channel for which you want to override the capacity.
5. Click Capacity Override.  
   The Agent Capacity Override page appears.
6. In the Override Capacity field, enter the new capacity.
7. Click Apply.
{#override-channel-capacity-itsm-configurable-workspace__steps_iyp_tkh_3fb}

## Result

A message appears indicating the capacity update is valid for the defined duration. The capacity resets to the previous value after the specified time.

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