AWA is not assigning agent to incident??

KM SN
Tera Expert

‎02-17-2024 11:08 AM

I have configured AWA as per mentioned and I made service channel available in presence state even but after raising the incident it's not assigning the person even after checking with group person making him available from workspace??

No clue about what went wrong? your help is much appreciated. Thank You 


assignment rule.pnggroup roles.PNGQue.pngSchannel.png

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Danish Bhairag2
Tera Sage
Tera Sage

‎02-17-2024 11:35 AM

Hi @KM SN ,

 

Could u please check n confirm whether the work item is getting generated for that record in awa_work_item table

 

Thanks,

Danish

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KM SN
Tera Expert

‎02-18-2024 12:40 AM

No, I didn't find any record over there! its been empty !!

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Danish Bhairag2
Tera Sage
Tera Sage
In response to KM SN

‎02-18-2024 01:28 AM - edited ‎02-18-2024 01:29 AM

Hi @KM SN ,

 

Possible to share the snip of ur chat setup page please. Hope u have marked Agent workspace over there for ITSM fulfiller UI field.

 

Thanks,

Danish

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KM SN
Tera Expert
In response to Danish Bhairag2

‎02-18-2024 10:45 AM

I am not getting any chat setup and I was in Washington release.

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