--- sourceDocument: Xanadu ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Assignment Rule form # Assignment Rule form {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read When creating or changing an Advanced Work Assignment assignment rule, the Assignment Rule form contains the following fields. {#awa-assignment-rules__table_dkx_dpy_h5b__entry__2} | Field | Definition | |-|-| | Name | Name of the assignment rule. | | Application | Name of the application to which this assignment rule belongs. The default application is Global. | | Short description | Brief description of the assignment rule. | | Assign by | Type of assignment. Select one of the following values: * Last Assigned: Routes a work item to the agent who has gone the longest without being assigned work. * Most Capacity: Routes a work item to the agent who has the greatest availability for handling the work. {#awa-assignment-rules__ul_rfw_jpy_h5b} | | Auto-assign handling | Work items are automatically accepted without agents having to select Accept or Reject. * Enable auto-assign work items: Select this option to have work items automatically accepted on behalf of agents. Agents are unable to manually Accept or Reject work items. * Display options: Select one of the following values: * Select Inbox card to accept the chat interactions and add them to the agent inbox. Agents can open the accepted interaction from the inbox. * Select Inbox card and workspace tab to accept chat interactions and open a tab for each accepted interaction. {#awa-assignment-rules__ul_dxq_l5f_svb} {#awa-assignment-rules__ul_w43_lpy_h5b} | | Rejection handling | Work items are rejected and handled. * Allow agents to reject: Enable agents to reject work items in their inbox. * Reassign on timeout: Enable reassignment of work items not accepted or rejected by agents within the specified timeout period: * Timeout value (Days and Hours, Minutes, Seconds): Length of time allowed for an agent to accept or reject a work item before the assignment times out (ends) and is reassigned to another agent. * Timeout presence state: Agent availability state after the timeout occurs: Available, Away, or Offline. {#awa-assignment-rules__ul_ifm_mpy_h5b} {#awa-assignment-rules__ul_hfm_mpy_h5b} This tab isn't available when auto-assign handling is activated. | | Skill handling | Skill-based work assignments. * Enable skills: Route work items to agents with the appropriate skills. When selected, the Evaluate skill level and Enforce mandatory skills check boxes appear cleared. * Evaluate skill level: Route work items to the most qualified agents based on their skill level. * Enforce mandatory skills: Route work items to agents with required skills. {#awa-assignment-rules__ul_lrd_4py_h5b} | | Shift handling | Work items are assigned to agents based on shifts. * Enable-shift based assignment: Assign work items to agents based on time available in their shifts. * Add time constraints: Add the time required to complete work items in shifts and whether agents should be continuously available for the required time period.This field appears only when the Enable shift-based assignment option is selected. * Agent criteria: Select an agent based on the time left in the agent's shift. This field appears only when the Enable shift-based assignment option is selected. Available options: * Least time left in shift: Assign a work item to an agent from a group of available agents based on the least amount of time available in their shifts. * Most time left in shift: Assign a work item to an agent from a group of available agents based on the maximum time available in their shifts. {#awa-assignment-rules__ul_ujv_spy_h5b} * Time required: Time required to complete a work item. * Available continuously for the required time: Assign work items to agents who are continuously available for the required time period without any breaks in a shift. Agents who don't have the minimum time required in their shifts aren't considered for work item assignments. Note: The Shift handling field is available only if the Advanced Work Assignment plugin (com.glide.awa) is activated and the Workforce Optimization for Customer Service plugin (com.snc.wfo.csm) or the Workforce Optimization for ITSM plugin (com.snc.wfo_itsm) plugin, or both, is activated. As a manager, you must have planned schedules for agents to assign them shifts. For more information, see[Scheduling in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=explore-scheduling-configurable-wfo-cs&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) and[Scheduling in Workforce Optimization for ITSM](https://www.servicenow.com/docs/access?context=explore-schedule-configurable-wfo-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US). {#awa-assignment-rules__ul_tjv_spy_h5b} This field appears only when the Add time constraints option is selected. | [Table 1. Assignment Rule form] {#awa-assignment-rules__table_dkx_dpy_h5b} **Related concepts** * [Domain separation and Advanced Work Assignment](https://www.servicenow.com/docs/XFE9cocYNqKkOScoLKEbHQ "Domain separation is supported in the Advanced Work Assignment feature. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.") **Related reference** * [Components installed with Advanced Work Assignment](https://www.servicenow.com/docs/td5CBC5E8yoleT_VL6KZWQ "Several types of components are installed with activation of the Advanced Work Assignment plugin, including tables, user roles, and scheduled jobs.") * [Properties for Advanced Work Assignment](https://www.servicenow.com/docs/8y7eJ6peWaIMlv5QWeBSrQ "The Advanced Work Assignment Properties page provides configuration options for AWA.") * [Advanced Work Assignment monitoring page](https://www.servicenow.com/docs/T2oShfhPESaIlsRHXRp5FA "Administrators (admin or awa_admin) can monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page.") * [Advanced Work Assignment roles](https://www.servicenow.com/docs/DsmnDjYb9gme~Kn3Xbr_yw#awa-roles "Advanced Work Assignment (AWA) is installed with these roles.")