AWA - Resize Work Items after assignment

[KLewis]

We're currently using Advanced Work Assignment to automatically assign cases to our HR agents. Right now, we're just using a default work item size of 1 point which works for most cases. Our agents have requested the ability to modify the the Work Item size after it's assigned, as some of the cases end up being more complex and don't really reflect the 1 point size that was initially assigned.

I've tried modifying the Work Items size on the awa_work_item table after the case was assigned and manually triggering the calculation of the agents capacity using the instructions found here:https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779869

This calculation doesn't seem to be accounting for the new size of the work item.

Does anyone know how the calculation accounts for the Work Item size or of a way to update the work item's size after it's assigned?

[KLewis]

Looks like the agent capacity calculation uses the awa_document_size record and not the awa_work_item record to calculate the capacity in use. I was able to update the size on that table and when the agent capacity was recalculated it reflected the new size.

[Ihor Kochetkov]

I created a capacity override for my Service Channel (state is On Hold then set size to 0), but noticed that in awa_document_size it will be set to 0 only if I will create record in On Hold state at the beginning. So basically capacity can be overridden only on Insert. After that it will not be updated. Does this mean I should handle it via business rule (like when my state changes to On Hold - I need to find that work item and set it as 0?)