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'));
}

[Mehdi Brahimi]

Hello,

What was the condition ?

thanx in advance

[karan21]

This is a known error with ServiceNow.
If you are using 'Add Or Condition' in Service Channel anywhere, it would not free up the capacity.

We re-configured our service channels to not have 'Add or Condition'

PS: you can have regular 'Or' condition.

They did create a Problem ticket for this but no updates yet 😕
PRB1497434

[Joel A_1]

On my end the job is active and we do not have 'Add or Condition' in use but with some agents we also have this issue. Any ideas?

[kgag1]

Can you share more about the use case, in what situations does the agent capacity not reset?

[Joel A_1]

Hi kgag,

Out of about 50 agents working at the same time, only 2-3 agents have this at a time. But I have no idea exactly in which use case. At first I suspected this for agents who had time outs or rejected Work Items. However, the problem also exists with agents who have never worked with AWA before or are new and therefore have never had a time out or rejected a case. Unfortunately, it is really completely unclear to me why.