Servicenow Version San Diego, patch 7b.
I am trying to do some testing with Advanced Work Assignment on a custom Service Channel.
I setup the Service Channel, Queues, Assignment Rule and Presence States. I impersonated two users and generated an interaction record. The routing worked fine Initially and both users had records appear in the Inbox. I closed the interaction records and set both users presence to Available. I tried to post another unassigned interaction record, but now work item is being created. In the Agent Presence and capacities table I so both users are Available = true Capacity in use = 1 and capacity = 1.
I am not sure why these are not generating Work Items and getting routed to available Teammates.
