Set up a work configuration
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.
Before you begin
Important:
Starting with the Brazil release, Work scheduler is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
Role required: sn_wfo_work_sched.admin
Procedure
-
Navigate to All > Work Scheduler > Work Configurations.
-
Click New.
-
On the form, fill in the fields.
|
Field |
Description |
|---|---|
|
Name |
Unique name for the work configuration. |
|
Table |
Table for which you want to create the work configuration.Case table is available by default to create work configurations. |
|
Description field |
The field from the selected table that you want to use for describing the work item. |
|
Assigned to field |
The field from the selected table that you want to use for assigning an agent to the work item. |
|
Assignment group field |
The field from the selected table that you want to use for assigning a group to the work item. |
|
Start date field |
The field from the selected table that you want to use to display the start date for the work item. |
|
End date field |
The field from the selected table that you want to use to display the end date for the work item. |
|
Default color |
The preferred color to display the work item card in the manager workspace. |
|
UX app route |
The route where the card layout is defined for this work item type. The route displays in UI Builder in the list of experiences. This UX app route determines the layout of the work item card. By default, it is set to Default card, which displays the following fields:- Description field
|
|
Order |
The display order of the work item. |
|
Extra fields |
Important: If you need additional fields on the selected table that you would like to display in the work item card in the manager workspace, you must add it in this field. |
|
Matching rule |
Select a matching rule for the work configuration. |
-
Create a work configuration filter.
-
In the Work Configuration filters related list, click New.
-
In the Name field, enter a unique name for the filter.
-
Right-click and save the form to add the selected table.
-
Add the desired conditions for the work configuration filter.
For information on adding conditions, see Condition builder.
-
Select Update.
-
Parent Topic:Setting up Work scheduler in Workforce Optimization for Customer Service
---
title: Set up a work configuration
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/setup-work-scheduler-wfo-cs.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Setting up Work scheduler, Optimize workforce operations, Extend capabilities, Configure, Customer Service Management]
---
# Set up a work configuration
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.
## Before you begin
**Important:**
Starting with the Brazil release, Work scheduler is no longer deployed, enhanced, or 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.
Role required: sn\_wfo\_work\_sched.admin
## Procedure
1. Navigate to **All** > **Work Scheduler** > **Work Configurations**.
2. Click **New**.
3. On the form, fill in the fields.
<table id="table_bsv_rvy_gtb"><thead><tr><th>
Field
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Name
</td><td>
Unique name for the work configuration.
</td></tr><tr><td>
Table
</td><td>
Table for which you want to create the work configuration.Case table is available by default to create work configurations.
</td></tr><tr><td>
Description field
</td><td>
The field from the selected table that you want to use for describing the work item.
</td></tr><tr><td>
Assigned to field
</td><td>
The field from the selected table that you want to use for assigning an agent to the work item.
</td></tr><tr><td>
Assignment group field
</td><td>
The field from the selected table that you want to use for assigning a group to the work item.
</td></tr><tr><td>
Start date field
</td><td>
The field from the selected table that you want to use to display the start date for the work item.
</td></tr><tr><td>
End date field
</td><td>
The field from the selected table that you want to use to display the end date for the work item.
</td></tr><tr><td>
Default color
</td><td>
The preferred color to display the work item card in the manager workspace.
</td></tr><tr><td>
UX app route
</td><td>
The route where the card layout is defined for this work item type. The route displays in UI Builder in the list of experiences. This UX app route determines the layout of the work item card. By default, it is set to **Default card**, which displays the following fields:- Description field
- Assigned to field
- Assignment group field
- Start date field
- End date field
If you need additional fields, you must add them in the **Extra fields** field. For information on defining a card layout, see [Create a Work Scheduler card using UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/create-workscheduler-card-wfo-itsm.md).
</td></tr><tr><td>
Order
</td><td>
The display order of the work item.
</td></tr><tr><td>
Extra fields
</td><td>
**Important:** If you need additional fields on the selected table that you would like to display in the work item card in the manager workspace, you must add it in this field.
</td></tr><tr><td>
Matching rule
</td><td>
Select a matching rule for the work configuration.
</td></tr></tbody>
</table>4. Right-click the form header and click **Submit**.
5. Create a work configuration filter.
1. In the **Work Configuration filters** related list, click **New**.
2. In the **Name** field, enter a unique name for the filter.
3. Right-click and save the form to add the selected table.
4. Add the desired conditions for the work configuration filter.
For information on adding conditions, see [Condition builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/platform-user-interface/c_ConditionBuilder.md).
5. Select **Update**.
**Parent Topic:**[Setting up Work scheduler in Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/setting-up-work-scheduler-wfo-cs.md)
| title | Set up a work configuration |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/setup-work-scheduler-wfo-cs.html |
| release | brazil |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Setting up Work schedulerOptimize workforce operationsExtend capabilitiesConfigureCustomer Service Management |