---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Add service channels and queues

# Add service channels and queues {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add service channels and queues to automatically route incoming work items to
agents.

## Before you begin

Important:  
Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: sn_channel_mgmt.admin

## About this task

A service channel is a means of assigning a specific type of work items to agents.
You can modify the existing service channels or create your own custom service
channel.

## Procedure

1. To create a service channel, do the following:  
   1. Navigate to Workforce Optimization for ITSMChannel ManagementService Channels.
   2. Click New and refer to the information in the [Create a service
      channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) to create the service channel.
   3. Click Submit.
   {#add-channels-queues-configurable-wfo-itsm__ol_ghq_23s_plb}  
   The service channel is created.
2. To create a queue, do the following:  
   1. Navigate to Workforce Optimization for ITSMChannel ManagementQueues or select the service channel and click the Queues tab.
   2. Click New and refer to the information in [Create a work
      item queue](https://www.servicenow.com/docs/access?context=awa-create-queue&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) to create the queue.
   {#add-channels-queues-configurable-wfo-itsm__ol_cvh_4xj_slb}  
   The queue is created in the service channel.
{#add-channels-queues-configurable-wfo-itsm__steps_ojk_svh_slb}

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