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

[Rob Keeton]

When I had this issue, the problem came down to not having max capacity set for the agents.  Here's a post that explains further: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0952786