AWA Issue - case assignment

venun7514627569
Tera Contributor

3 weeks ago

Hi Community,

I have configured Advanced Work Assignment (AWA) with strict skill-based routing for the queue Carrier SEA cases. The setup is based on the following conditions:

  • HR Service: Onboarding
  • HR Subservice: New Hire/Rehire
  • Requested Country Code: SGP
    Assignment group - GPS SEA - ELC

All required skills and skill determination rules are correctly configured with the same conditions as above, and mandatory skill matching is enabled. The intended assignees are Venu and Seershika.

However, during testing, when impersonating users, the expected cases are not being assigned. Instead, payroll-related cases—which should not fall under this routing—are getting assigned.

Additionally, the assignment group automatically changes to “GPS SEA - ELC” after impersonation, which is not expected behavior.

This queue is configured under an existing service channel, where other queues are working as expected. The issue appears to be specific to the Carrier SEA cases queue.

Has anyone encountered similar behavior or can provide insights into what might be causing this inconsistency?

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2 REPLIES 2

vaishali231
Kilo Sage

3 weeks ago - last edited 3 weeks ago

Hey @venun7514627569 

Based on the behavior you're describing, I would verify a few areas in the AWA configuration:

Queue Conditions vs Skill Determination Rules

Confirm that the queue condition, skill determination rule, and assignment rule are all evaluating the same fields and values.

Use the AWA Debugging logs to verify which queue and skills are being calculated for the case.

Assignment Group Changes

Since the assignment group is automatically changing to GPS SEA - ELC, check for:

Assignment Rules

Business Rules (before/after update)

Flow Designer flows

HR lifecycle event activities

Data Lookup Rules

One of these may be updating the assignment group before AWA evaluates the work item.

Skill Matching Validation

Verify that Venu and Seershika:

Have the required skills assigned.

Have sufficient skill proficiency levels (if proficiency is being used).

Are members of the correct AWA groups.

Are available and have capacity in the service channel.

Payroll Cases Being Routed

This typically indicates that the queue conditions are broader than expected or another queue within the same service channel is matching first.

Review the queue evaluation order and confirm that payroll cases are not inadvertently satisfying the Carrier SEA queue criteria.

Check Work Item Routing Diagnostics

Navigate to Advanced Work Assignment > Administration > Work Item Routing Diagnostics (or use AWA debug logs depending on your release).

Compare a correctly routed case versus a payroll case to identify which queue, skills, and assignment logic were selected.

A few questions that may help narrow this down:

  1. Is the assignment group being changed before or after the case enters the queue?
  2. Are there any Assignment Rules or Flows that set the assignment group to GPS SEA - ELC?
  3. When reviewing the AWA routing logs, which queue and skills are actually being calculated for the payroll cases?

 

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb



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venun7514627569
Tera Contributor

3 weeks ago

  1. Is the assignment group being changed before or after the case enters the queue?
    After the user loged in to the work space and make themself available this is changing means after the case enters the queue.
  2. Are there any Assignment Rules or Flows that set the assignment group to GPS SEA - ELC?
    There is no Assignment rules such where assigns the GPS SEA - ELC
  3. When reviewing the AWA routing logs, which queue and skills are actually being calculated for the payroll cases?
    I dont see the Work Item Routing Diagnostics in left navigation, also related to logs i dont see any topic there.

    But why only payroll cases getting assign, queue conditon and skill determination condition are same but why that condition is not calculated(bypassed)
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