Advanced Work Assignment Work Items Stuck in Queued State

[ctsmith]

I released AWA and Agent Workspace and in our PROD instance all items coming to the Work Items table are stuck in the queued state and not pending accept.  The online agents do not seem to have reached capacity, so I'm not sure why the inbound items to the table are not showing as pending accept.  Since they are stuck in queued, no one is receiving anything in their workspace inboxes.

It looks like my assignment rules are not getting added to the records in the work item table. I noticed they weren't connected to the queues, but since then I have reconnected them and they are still not working.

[ctsmith · Accepted solution]

Ticket solved with HI.  This was an issue where the required sys_db_views were not there.  Not sure what happened but only 1 of my 2 sys_db_views were captured in the update set.  I didn't create these, but they are created when you create a service channel.  Beware of these!  Make sure a DB view is capture in your UDS when you move to PROD.

[Aryan_B]

Dear Chris,

I am struggling with another issue. I have installed AWA plugins including agent chat, AWA for incident etc. I have enabled assignment eligibility rule by providing all required roles i.e, awa_agent and agent_workspace_agent also itil. But it is always in queued state. So, it is getting routed in incident queue but from there it is not assigning incidents to group or pushing it in agent inbox. Agents are available but they don't receive these incidents. Can you please tell me if I am missing something or any additional configuration is required for AWA incident. I am raising tickets from portal and also from native view but issue is same. I check in logs which says:

2020-05-25 00:15:52.061 (glide.awa.assigner.82081) Assigned 0 out of 22 work items
22 agents skipped:
22 not available for channel
Attempted assignment completed. (65ms)

[ctsmith]

@pqs I'm so sorry I'm just seeing this now!  A whole batch of Community emails went to my junk folder for some reason.

Were you able to get this resolved? Still need help?

I recently upgraded to Orlando and all my agent queues have broke.  Which version are you on?

Did this ever work for you, or has it always stayed in the queued state without an assignment rule picking it up and routing it to an agent?

[Patricia W]

Hi @pqs and @Christopher Smith 

I am currently experience this issue where I have a list of items sitting in queued state, and it isnt being picked up by the assignment rule, did you ever get this resolved?

We currently upgraded to Paris but I dont believe this was working in Orlando either.

If you could offer any help I would greatly appreciate it.

Thanks

Patricia