---
sourceDocument: Xanadu Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/government-industry

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Automatically route service requests using Advanced Work Assignment

# Automatically route service requests using Advanced Work Assignment {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the ServiceNow
Advanced Work Assignment (AWA) application to route
and assign public sector service requests, such as non-emergency requests, to designated agents.  
The Service Request Playbook application provides the following items that are used in AWA to automatically route and assign public sector service requests:

* Service Requests service channel - The default service channel for routing incoming public sector service requests to specific government agents. This service channel includes related attributes that define the default conditions for determining the items handled in the channel, work queue associated with agent assignment groups, agent inbox layouts, and more.
* Public Sector Requests assignment group - The default assignment group that identifies the agents handling public sector service requests. Agent assignments are based on agent availability, capacity, and skills.
* Public Service Requests queue - The default queue to which public sector service requests are routed.
* Inbox layouts - The default card layouts for service request items displayed in the agent inbox view of CSM Configurable Workspace:
  * Constituent Service Request layout: Includes Short description, Constituent, and Service fields.
  * Business Service Request layout: Includes Short description, Business, Business Contact, and Service fields.
  * Generate Service Request Layout: Displayed when anonymous users submit service requests. Includes Short description and Service fields
  {#psds-configuring-awa__ul_ctp_ybf_hvb}
{#psds-configuring-awa__ul_cfr_jtz_gvb}

As an admin, you can enable and disable Advanced Work Assignment for Service Request cases, as well as change the default attributes for the Service Requests service channel, such as the related assignment group and queue settings. For details, see [Configure Service Requests service channel](https://www.servicenow.com/docs/PxNREvMbKZ51Fdt8hqY8rQ "Change the default Service Requests service channel attributes in Advanced Work Assignment to control how public sector service requests are routed and assigned to government agents.").