AWA (Advance Work Assignment) helps distribute work automatically to available agents instead of assigning tasks manually 

This document explains the complete setup of Advanced Work Assignment (AWA) in ServiceNow. The use case is to automatically assign incidents to agents based on incident priority and queue configuration. 

Step 1: Create Service Channel 

Go to the navigation pane and search for Advanced Work Assignment, then open Service Channel. The service channel defines which table of records will be routed to agents using AWA. It acts as the main connection between incidents and assignment queues. 

 

Step 2: Click on New 

Click on the New button to create a new service channel configuration. This allows you to define how incidents should be routed and assigned automatically. Ensure you provide all mandatory details correctly before saving. 

 

Step 3: Configure Service Channel 

Provide the name as Incident and select the Incident table. Set the Assigned To field so the system can automatically assign incidents to users. Configure default work team size, capacity, and utilization conditions according to business requirements. 

 

Step 4: Create Queue 

After creating the service channel, the next step is to create queues. Queues help categorize work items based on conditions such as incident priority. Navigate to Queue from the navigation pane and create a new queue. 

 

Step 5: Configure High Priority Queue 

Create a queue named Incident – High Priority and link it to the Incident service channel. Set the routing condition to include Critical and High priority incidents only. This ensures urgent incidents are routed quickly to available agents. 

 

Step 6: Create Remaining Priority Queue 

Create another queue for Medium, Low, and Planning priorities. This helps separate high-priority work from regular incidents. Using multiple queues improves workload management and assignment efficiency.