AWA work item being cancelled immediately instead of staying on queued state

[Swathi Sree]

Hi All,

We’re facing an issue where, upon creating a new HR Case, the associated AWA work item is immediately changing from 'Queued' to 'Cancelled' with the reason 'Disqualified from service channel.' This occurs despite the service channel conditions being met, and it only affects certain service channel-related cases.
We haven’t been able to identify the root cause yet—any insights or support would be greatly appreciated!

Thanks in Advance.

[Dr Atul G- LNG]

Hi @Swathi Sree 

Try to repair the AWA plugin once.

[Swathi Sree]

Hi @Dr Atul G- LNG ,

It is working as expected for some of the service channels, so it is not a plugin issue

[Dr Atul G- LNG]

Hi @Swathi Sree Agree, but repairing once will not harm.

[Swathi Sree]

Yeah, I've repaired the plugin but it's still the same