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]

Here's some data from my HI ticket.  Do you see a similar error in the logs?

Error in the logs: 2020-05-11 13:55:27.247 (glide.awa.assigner.62) Assignment resulted in an exception: java.lang.IllegalArgumentException: Invalid table: u_awa_<service-channel-sys_id>_work_item com.glide.script.GlideRecord.addNullQuery(GlideRecord.java:2215) com.glide.script.GlideRecord.addNullQuery(GlideRecord.java:2171) com.snc.awa.dataaccess.WorkItemRepo.queryUnassigned(WorkItemRepo.java:155) com.snc.awa.domain.assignment.AssignmentLogic.assign(AssignmentLogic.java:152) com.snc.awa.domain.assignment.AssignmentIterationLogic.assign(AssignmentIterationLogic.java:137) com.snc.awa.domain.assignment.AssignmentIterationLogic.routeAndAssign(AssignmentIterationLogic.java:91) com.snc.awa.engines.WorkItemAssignmentWorker.doWork(WorkItemAssignmentWorker.java:95) com.snc.awa.engines.WorkItemAssignmentWorker.run(WorkItemAssignmentWorker.java:76) : no thrown error

Cause: There is no database view record (sys_db_view) for that service channel's sys_id. It should exist with this naming format. u_awa_<service-channel-sys_id>_work_item

Resolution: Move over / create the database view record or re-create the service channel which should create the db view.

If so, and you need help on performing the resolution above, let me know.  

[Joshua Malicoat]

I've been chasing this issue within two of my environments for the past 2 days. This was exactly the same problem I had. DB view was completely missing for the channel. 

Remember if you are copying your DB view, you also have to copy the view table entries for the view as well! 

Thanks for the info ctsmith! 

[Kunpriya Aggarw]

@Christopher Smith @pqs  Any updates on this issue? I am facing the same issue on Quebec version.

[ctsmith]

Hi @Kunpriya Aggarwal are you having an issue with your work items staying in the queued state? Are you seeing a similar error above I posted a few months ago?

If you check sys_db_view.list and search on *u_awa_ do you see your channels in there?

[Shaik Dimple]

Hi @ctsmith 

I’m currently facing an issue where all items are stuck in the Queued state. I have checked the DB view and confirmed that there is a record for the service channel.

Could you please help if you have any solutions for this issue?

Thanks in advance for your support.