what is the meaning of "Manually assigned" cancellation reason of a work item

[shaa066]

I am facing live chats abandones, in which some chats cancellation reason is "Manually assigned"
I am not able to figure out the meaning of this and how this happened.

[Robbie · Accepted solution]

Hi @shaa066,

Take a look at the following ServiceNow docs link explaining this state and cancellation reason of Work Item Queues:

"When a case in a queue is assigned manually, the case is removed from the queue. The state of the work item is set to Canceled and the cancellation reason is set to Manually assigned."

https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/administer/advanced-work-assi...

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Thanks, Robbie

[shaa066]

Hi Robbie,
I went through the docs but still I am not getting a clear understanding of this, is there a way I can try that myself and see that what exactly is happening. 
Please let me know if you know the steps to recreate this scenario.

[PritamG]

In ServiceNow, the "Manually assigned" cancellation reason for abandoned live chats means that the chat was manually routed or reassigned to an agent or queue but was not picked up or handled in time. This typically happens when:

An agent manually transfers the chat to another queue or agent.

The chat remains unaccepted or timed out after manual reassignment.