Advanced Work Assignment is not assigning incident automatically

[PhoenixMing0912]

Hi all,

I am using AWA, trying to assign incident to agent automatically.

I have setup service channels, queues and assignment rules and all other things like group, but after creating an incident, it was not assigned to someone.

I am not sure where I was wrong, anyone could help? Maybe an example was preferred.

Regards,

Ming

[Ankur Bawiskar · Accepted solution]

Hi,

refer below link for help

Chats are not routing to agents in advanced work assignment

https://finite-partners.com/understanding-advanced-work-assignment-not-every-servicenow-module-uses-...

Regards
Ankur

[PhoenixMing0912]

The infomation you provided was very helpful.

I resolved my problem.

Thank you.

[Ankur Bawiskar]

Glad to help

[TT3]

I am facing the same issue and the link didn't help as it mainly talks about routing and not assigning.

Can you please let me know how you resolved it? I mean, is there any settings?