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

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