Work scheduler in Workforce Optimization for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    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.

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    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.Work scheduler

    As an admin, you can:
    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.
    • 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.

    For more information, see Assign work based on your teams' skills and capacity.

    Getting started with Work scheduler in Workforce Optimization for ITSM

    Easily find the tasks that you must complete in the Scheduling module.
    Table 1. Work scheduler
    Benefit Roles Finding tasks to complete in Work scheduler
    Activate Work scheduler in Workforce Optimization for ITSM. admin Activate Work scheduler
    Refer to the components such as system properties used in Work scheduler. Any Work scheduler role Understand components used in Work scheduler in Workforce Optimization for ITSM
    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 Set up Work scheduler in Workforce Optimization for ITSM
    Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. Work scheduler manager Use Work scheduler in Workforce Optimization for ITSM