Tutorial: Set up a custom service channel for change requests
custom-channel-tutorial.md
Learn how to configure Advanced Work Assignment to automatically assign change requests to agents. Use this tutorial as a guideline to help you understand how service channel records, queues, and assignment rules work together to create a custom service channel.
In this tutorial, you learn how to set up a custom channel that:
- Assigns new change requests to whichever Change Management agent has the most capacity
- Populates the assignee's agent inbox in Agent Workspace with change requests from the queue
- Displays the change request number, short description, and type on the inbox card
- Enables the agent to accept or reject change requests
For information on setting up custom service channels, see Set up a custom service channel.
Before you begin:
- Ensure that the form layout for the Change Request table is configured for the workspace view; otherwise, work items from the Change Request service channel appear as read-only in Agent Workspace.
- Assign the awa_agent and workspace_agent roles to the Change Management group so that members can open work items in Agent Workspace.
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--- title: Tutorial: Set up a custom service channel for change requests description: Learn how to configure Advanced Work Assignment to automatically assign change requests to agents. Use this tutorial as a guideline to help you understand how service channel records, queues, and assignment rules work together to create a custom service channel. locale: en-US canonical_url: https://www.servicenow.com/docs/r/conversational-interfaces/advanced-work-assignment/custom-channel-tutorial.html release: brazil product: Advanced Work Assignment classification: advanced-work-assignment topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Set up a custom service channel, Configure, Advanced Work Assignment, Manage people and work, Conversational Interfaces] --- # Tutorial: Set up a custom service channel for change requests Learn how to configure Advanced Work Assignment to automatically assign change requests to agents. Use this tutorial as a guideline to help you understand how service channel records, queues, and assignment rules work together to create a custom service channel. In this tutorial, you learn how to set up a custom channel that: - Assigns new change requests to whichever Change Management agent has the most capacity - Populates the assignee's agent inbox in Agent Workspace with change requests from the queue - Displays the change request number, short description, and type on the inbox card - Enables the agent to accept or reject change requests For information on setting up custom service channels, see [Set up a custom service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/advanced-work-assignment/setup-custom-channel.md). Before you begin: - Ensure that the form layout for the Change Request table is configured for the workspace view; otherwise, work items from the Change Request service channel appear as read-only in Agent Workspace. - Assign the awa\_agent and workspace\_agent roles to the Change Management group so that members can open work items in Agent Workspace.
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