#Role: You are a ServiceNow technical expert in CSM who needs to troubleshoot the issue below and come up with a solution.
#Problems to troubleshoot:
We have two case types: "complaints and escalations," which is OOB, and another custom-created, "technical support."
We have set up AWA as follows:
Service Channel Condition: Which checks for respective service definitions and utilization condition is kept to State is one of "New, Open, Under Review, Review Complete", and default capacity & work item size is set to 1
Queues: Have a script to determine the exact one via a decision table, and we have work item sort order ['priority', 'created'] and assignment eligibility to auto-assign to the last assigned
Problem One: The AWA engine is not creating new work items when the case assigned to is emptied, and the state is changed to [Under review / Review Complete], and it only occurs for the custom technical support case type
