Hello,
We are trying to use the advanced work assignment feature (AWA) and are facing some issues.
Currently, when a work item is created (when the incident status is new or the work item status is pending acceptance), the work item size is 1.
The business requirement is to override this size when the ticket status changes to WIP.
The "Work item Size Override" under the service channel is not working, apparently, the calculation OOTB is based only on the initial state value when it was created.
Any ideas on how to achieve this business requirement?
