---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Create a queue to route new change requests

# Create a queue to route new change requests {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a work item queue in Advanced Work Assignment that
routes new change requests through the service channel that handles change
requests.

## Before you begin

Role required: awa_admin or admin

## Procedure

1. Navigate to the queue settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#queue-example__choices_nt4_2f3_tvb}
2. Select New.
3. On the form, fill in the fields.  
   * Name: Change Management
   * Service channel: Change Request
   * Condition mode: Simple
   * Work item routing condition: \[State\] \[is\] \[New\]
   {#queue-example__ul_j4n_3zg_dhb}
4. From the form context menu, select Save.

*[\>]: and then