Define groups as WFO assignment groups in the Admin Console in Workforce Optimization for ITSM

Identify existing groups relevant to WFO and add them to the Admin Console so that you can configure them easily based on your organization's needs.

Before you begin

Important:

Starting with the Australia release, Admin Console in 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] article in the Now Support Knowledge Base.

Role required: admin

Note:

The Admin Center navigation is only available after Admin Console in Workforce Optimization for ITSM is activated. If this navigation path is missing, ask your administrator to verify WFO ITSM activation.

Procedure

1. Navigate to All > Workforce Optimization for ITSM > Admin Center.
2. In the Manage assignment groups section, select Configure.
   The Manage assignment groups screen appears.
3. Select Add groups.
   Note:

   The screen displays all groups that are in the User administration > Groups list, which are not defined as WFO assignment groups yet.
4. Select all groups that you want to add as the WFO assignment group to the admin console.
5. Select Save selection.

Result

All the selected groups are now defined as WFO assignment groups.