In Agent Workspace Agent is Offline, still work item assigned to them

[Harshu1]

Hi Team,

Hope you all are doing great.

Technicians are being offered work items when they are in an offline state. it should not be. only available state work items should be assigned to them.

I have checked all the things like Assignment Rule, Queue and Business Rule. configuration wise all things are fine. What other things I can check to fix this issue ?

Thanks & Regards,

Harsha .

[Dr Atul - LNG]

Hi @Harshu1 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1577220

[Tanushree Maiti]

Hi @Harshu1 

Technicians or agents marked as offline in ServiceNow's Agent Workspace may still receive work items due to how Advanced Work Assignment (AWA) presence states configured.

If a customized presence state has the "Disable Agent Inactivity check for API" and "Available to receive work items" flags enabled, the system continues to route items to Technicians with offline state.

Refer KB: KB1577220 AWA for offline agents | work item for offline agent | workspace for awa 

[Harshu1]

Thank you for the Response @Tanushree Maiti . Both the flag Disable Agent Inactivity check for API" and "Available to receive work items" are false in the instance already.  and Offline state is OOB state not the custom one.

[Tanushree Maiti]

Hi @Harshu1 

So in your instance offline presence state is active , right?

Can you share the assignment rule with  After timeout presence value ?

Refer KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1117975

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1642011