AWA (Advanced work Assignment) doesn't work when the ticket is reassigned to the same group

dhane_ashem
Tera Contributor

‎08-04-2025 09:50 PM

When the incident ticket is first created and AWA (Advanced work assignment) is applied in ServiceDesk assignment group, it is assigned to one available agent. Then let's say the same Agent routed the ticket to Database team (or any assignment groups) due to some reason. Now the same ticket is then reassigned back to ServiceDesk assignment group. This time AWA is not assigning the same incident to the available SD agent. How to solve this problem, we would like to apply the same AWA functionality when the ticket is reassigned back to ServiceDesk assignment group. Any suggestion, that will be a great help. Thank you.

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t_sadahisa
Giga Guru

‎08-04-2025 10:43 PM

Hello @dhane_ashem 

 

I think if you set Assigned_to to empty, AWA will work again. Please try it.

 

Thanks.

 

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dhane_ashem
Tera Contributor
In response to t_sadahisa

3 weeks ago

It works now. I think it was because I didn't include "in progress" state in utilization condition under capacity and utilization. Anyway, thanks for your response.

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