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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Assign a primary assignment group for each agent

# Assign a primary assignment group for each agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Associate each agent in your team to a primary assignment group to enable them to see
the KPI metrics for the groups to which they belong.

## 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_wfo_cfg_itsm.admin

## About this task

Before you set up Workforce Optimization for ITSM, you must assign each
agent in your team to an assignment group that is identified as the primary
assignment group to which they belong.

## Procedure

1. Navigate to AllUser AdministrationUsers.
2. Right-click the form context menu icon (![Form context menu icon]()) and select ViewWFO Workspace.
3. In the Primary Assignment Group field, select a group as the primary assignment group for each agent.  
   If you do not see the Primary Assignment Group field, select the gear icon and add the Primary Assignment Group field to the Selected column and select OK.
{#setup-primary-group-wfo-itsm__steps_acb_cn5_1tb}

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