---
schema_version: "1"
id: c69580873f3f4785862284360a4df14a8f7012ea4d728ede22cc5296f72659e6
title: Work Reassignment Limitations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_work_reassignement_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_work_reassignement_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 11f97de1cb9a66ea6e63574443b313b85b013b4744cc58e37bccb5ad9e591b86
description: Before using the work reassignment feature, be aware of these limitations.
products:
  - Service Cloud
release: "264"
---
# Work Reassignment Limitations

Before using the work reassignment feature, be aware of these limitations.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- You can’t reassign work using Omni Mobile.
- To reassign a work item, it must have a routing configuration. When you reassign a work item to a specific service rep or skill, Omni-Channel uses the routing configuration of the existing AgentWork record, not the PSR (PendingServiceRouting) record. In case a work item doesn’t have a routing configuration, define a default routing configuration in the Service Channel settings. For example, work that wasn’t originally routed by Omni-Channel doesn’t have a routing configuration.
- When you reassign a work item, you can search for the new routing destination by name. Note that skills,service reps, flows, and queues with names less than 3 characters aren’t searchable.
- When you reassign a work item to a service rep, a skill, or a queue, the original work is flagged as transferred. When you reassign work to a flow, the original work is closed.
- For status-based capacity, only work with an In Progress status is routed. Work with a different status is not routed, and no errors occur. Paused work is not routed, but an error does occur.