---
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


---

# Create a criteria for a matching rule in Work scheduler

# Create a criteria for a matching rule in Work scheduler {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.

## 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: admin

## About this task

The following matching rules, which are available by default, are based on the selection criteria matching type:{#assignment-rules-work-scheduler-wfo-itsm__table_ggl_qx5_nxb__entry__4}

| Rule name | Work configuration name | Table | UX app route |
|-|-|-|-|
| Incident Matching rule | Incidents | Incident \[incident\] | Incident |
| Problem Matching rule | Problems | Problem \[problem\] | Problem |
| Requested item Matching rule | Requested items | Requested Item \[sc_req_item\] | Requested item |
| Request Matching rule | Requests | Request \[sc_request\] | Request |
| Catalog Task Matching rule | Catalog Task | Catalog Task \[sc_task\] | Catalog task |
| Change Request Matching rule | Change Request | Change Request \[change_request\] | Change requests |
| Change Task Matching rule | Change Task | Change Task \[change_task\] | Change task |
[ ]

{#assignment-rules-work-scheduler-wfo-itsm__table_ggl_qx5_nxb}For information on how matching criteria works, see [Matching criteria for work items in Work scheduler](https://www.servicenow.com/docs/QcCmviIV42lEdn4cqbhZmg "The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.").  
The following four criteria are available by default:

* WFO-Mandatory skills
* WFO-Availability
* WFO-Optional skills
* WFO-Timezone overlap
{#assignment-rules-work-scheduler-wfo-itsm__ul_nng_fsx_vwb}

## Procedure

1. Navigate to AllWork schedulerMatching Rules.
2. In the Matching Rules list, select a matching rule; for example, the Incident matching rule.
3. In the Select Criteria related list, select New.
4. Fill in the fields on the form.  
   For information on creating a new matching criteria, see [Create assignment workbench matching criteria](https://www.servicenow.com/docs/access?context=create-assignment-wkbench-criteria&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).
5. Select Submit.
* **[Matching criteria for work items in Work scheduler](https://www.servicenow.com/docs/QcCmviIV42lEdn4cqbhZmg)**   
  The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.

*[\>]: and then