Hi all,
I have a requirement to create a new AWA Service Channel specifically for hardware related Incidents. We have the existing "Incident" Service Channel from the Advanced Work Assignment for Incidents Application active and pointed to our tier 1 support assignment group. The hardware related Incidents will also route there, so we would like to create a separate Service Channel to denote that an agent is available to receive hardware related Incidents (as some days, they may not be present on site to do so.)
I have set up everything that was required; the Service Channel, Queue, and Assignment Rule. All of them are configured to look for hardware related Incidents that route to the tier 1 assignment group. However, the issue I am facing is that they always get grabbed by the standard "Incident" Service Channel and the hardware specific one. I have gone as far as adding conditions to the standard "Incident" Service Channel and Queue to ignore these types of Incidents, and yet it still assigns the tickets through them.
The other trick I have tried is to change the configuration of the new Service Channel and Queue to use a different group and it works perfectly, but that does not satisfy the requirement of having all of these ticket types going to the tier 1 group.
Any advice or assistance you could provide?
