---
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


---

# Assigning work

# Assigning work using Work Scheduler in Workforce Optimization for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage your teams' work assignments easily by customizing your work queue to display the
most relevant work items.

Gain insights into which agents have been recommended to work on a task based on the mandatory
and optional skills they have.
* **[Assign work based on your teams' skills and capacity](https://servicenow-prod.fluidtopics.net/pv0KLTowGQ6ioqIPzBZt8g)**   
  Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location.
* **[Create a criteria for a matching rule in Work scheduler](https://servicenow-prod.fluidtopics.net/nGYOp1FiG5_htqKHg7maGQ)**   
  Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.