Capacity in use - recalculation for agents using advanced work assignment not working

[Edxavier Robert]

Hi, I am currently in the implementation of the Advanced  Work Assignment for the sc_task, but the Capacity in use is not refreshing the counting after tasks are closed causing that Tech don't receive a new task. 

Table: awa_agent_presence_capacity_list

Field: ac_workload

There's a Client Script (OOB) that run

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
	if (newValue < 0)
		g_form.showErrorBox('max_capacity', getMessage('Capacity must be greater than or equal to 0'));
}

[Soukaina]

Hello,

The job is already active in my case but I still have the same issue. Did anyone find a solution to make the capacity in use change when an incident is resolved ?

Thanks,

SY

[Sherman Ignacio]

Same here. Job is active but the Capacity in Used is still not updating. Have you find a solution ? Based on my setup in Service Channel, Utilization condition is set set to State is oneOf (New,In Progress, On Hold) but after I resolved the ticket , Capacity in Used is not updating.

[Yue]

Hi Sy,

Have you find a solution for this?

Thanks,

Kyu

[Ramesh66]

Was this issue resolved? Can you pls share the resolution.

[Soukaina]

Hello,

Yes I did. I added the same condition as @Sherman Ignacio and it works for me.

BR,

SY