---
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


---

# Assigning work

# Assigning work using Work Scheduler in Workforce Optimization for ITSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage your teams' work assignments easily by customizing your work queue to display the
most relevant work items.  
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.

Gain insights into which agents have been recommended to work on a task based on the mandatory
and optional skills they have.
* **[Assign work based on your teams' skills and capacity](https://www.servicenow.com/docs/UGuWLgjBe8ctp3u0CDqJ9w)**   
  Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location.
* **[Create a criteria for a matching rule in Work scheduler](https://www.servicenow.com/docs/F7sKzZ0NndcXf986E~ICpg)**   
  Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.