Create an assignment rule for change requests

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Create an assignment rule in Advanced Work Assignment that assigns change requests to agents who are available to do the tasks.

    Antes de Iniciar

    Role required: awa_admin or admin

    Procedimento

    1. Navigate to the assignment rules settings through one of the following navigation paths:
      • All > Advanced Work Assignment > Home.

        In the Essential settings section, select Set up assignment rules.

      • All > Advanced Work Assignment > Assignment Rules.
    2. Select New.
    3. On the form, fill in the fields.
      • Name: Change Request Assignment Rule
      • Assign by: Most Capacity
      • Allow agents to reject: Selected
    4. Select Submit.