Create a queue to route new change requests

Create a work item queue in Advanced Work Assignment that routes new change requests through the service channel that handles change requests.

Before you begin

Role required: awa_admin or admin

Procedure

1. Navigate to the queue settings through one of the following navigation paths:

   • All > Advanced Work Assignment > Home.

     In the Essential settings section, select Set up queues.

   • All > Advanced Work Assignment > Queues.

   • Select New.

2. On the form, fill in the fields.

   • Name: Change Management
   • Service channel: Change Request
   • Condition mode: Simple
   • Work item routing condition: [State] [is] [New]
   • From the form context menu, select Save.