---
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


---

# Work scheduler

# Work scheduler in Workforce Optimization for ITSM {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Work Scheduler in Workforce Optimization for ITSM

The Work Scheduler in Workforce Optimization for ITSM enables centralized management of your teams' workloads, allowing for effective task visibility and management through a calendar interface.
Admins and managers can assess task complexity, team capacity, and assign or reassign work as needed.
Show full answer Show less  

## Key Features

* **Work Configurations:** Admins can create configurations visible to managers in their work queue.
* **Work Scheduler Cards:** Admins can create and customize cards to align with specific needs and associate them with work configurations.
* **Custom Filters:** Managers can establish filters to prioritize work items based on task type or specific use cases, such as prioritizing VIP catalog tasks.
* **Work Queue Configuration:** Managers can customize their work queues to display the most relevant tasks and assign work based on skill recommendations and team shifts.

## Key Outcomes

Utilizing the Work Scheduler allows for efficient task management, ensuring that team members can focus on the most critical work items based on their skills and availability. This enhances productivity and enables better workload distribution across teams.  
Manage the work of all your teams from a central location. You can get visibility into
your entire teams' workload. You can assess the complexity level of your teams' tasks, their
capacity to take on the work, and assign or reassign work---all from a calendar
interface.

Here's an overview of Work scheduler.

The image provides a high-level overview of Work scheduler.  
As an admin, you can:

* Create work configurations that managers can view in their work queue. For information on setting up work configurations, see [Set up a work configuration](https://www.servicenow.com/docs/QopPRhBAzmZ5ej8796XIXQ "Create a work configuration for a work item. Add filters that display key information that the manager wants to analyze. This work configuration will determine how the work items display on the Work scheduler calendar in manager workspace.").
* Create work scheduler cards and configure them based on your needs. For more information, see [Create a Work scheduler card using the
  Next Experience UI Builder](https://www.servicenow.com/docs/hWvT7FnsmkcK9nzJHGmGyw "Create a work scheduler card and add the components that you want to display based on your needs in the Work Scheduler application in manager workspace.").
* Associate the work scheduler cards with work configurations. For more information, see [Associate a work scheduler card to the
  work configuration](https://www.servicenow.com/docs/puleBiu4VLVdgRgpjcXdFA "Associate the work scheduler card that you've created to the work configuration to display the card in the Work scheduler sidebar.").
{#work-scheduling-wfo-itsm__ul_xxd_ghs_25b}  
As a manager, you can:

* Create custom preset filters to prioritize your work items based on what's important for you.  
  * You can define the filters based on task type. For example, you can set filters for incidents that are categorized as Priority 1 and Priority 2.
  * You can also define filters based on use cases. For example, if you want to prioritize catalog tasks from a VIP business unit over other units, you can define those conditions for the filter.
  {#work-scheduling-wfo-itsm__ul_nyj_rgf_g5b}
* Configure your work queue to display the most relevant work items.
* Assign work items based on skill recommendation.
* Assign work items based on your teams' shifts.
{#work-scheduling-wfo-itsm__ul_wkg_t3s_25b}

For more information, see [Assign work based on your teams' skills and
capacity](https://www.servicenow.com/docs/pv0KLTowGQ6ioqIPzBZt8g "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.").

## Getting started with Work scheduler in Workforce Optimization for ITSM {#work-scheduling-wfo-itsm__section_f2s_jxx_yxb}

Easily find the tasks that you must complete in the Scheduling module.{#work-scheduling-wfo-itsm__table_irw_nw3_4xb__entry__3}

| Benefit | Roles | Finding tasks to complete in Work scheduler |
|-|-|-|
| Activate Work scheduler in Workforce Optimization for ITSM. | admin | [Activate Work scheduler](https://www.servicenow.com/docs/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.") |
| Refer to the components such as system properties used in Work scheduler. | [Any Work scheduler role](https://www.servicenow.com/docs/a7pQ2cnUv1_VwKn8Iip9Ag "Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.") | [Understand components used in Work scheduler in Workforce Optimization for ITSM](https://www.servicenow.com/docs/a7pQ2cnUv1_VwKn8Iip9Ag "Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.") |
| Set up Work scheduler for the managers so that they can assign work items based on their teams' skills, availability, and capacity. | [Work scheduler admin](https://www.servicenow.com/docs/5WmzUzyhjBVF8YlNuZ1COA "The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators.") | [Set up Work scheduler in Workforce Optimization for ITSM](https://www.servicenow.com/docs/xxsv3LorBMEBqLkIIBODww "Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.") |
| Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. | [Work scheduler manager](https://www.servicenow.com/docs/5WmzUzyhjBVF8YlNuZ1COA "The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators.") | [Use Work scheduler in Workforce Optimization for ITSM](https://www.servicenow.com/docs/ur2KnPC94s2etR~c08FZwg "Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.") |
[Table 1. Work scheduler]

{#work-scheduling-wfo-itsm__table_irw_nw3_4xb}