AWA Routing Question

[jaubert]

Are work item routing conditions separate from assignment lookup rules?  What determines where tickets are routed to?  I have configured 3 different queues but all tickets seem to go to one queue.  Initially set up each queue's work item routing condition based on assignment group because I assumed the assignment lookup rules played a part in what queue they went to.  Please advise on how this works or documentation that explains this. Thanks.

[Mohith Devatte · Accepted solution]

Helllo @jaubert@lendmarkfinancial ,

so if you are trying to set up multiple queues and if there are no work item routing conditions then only one queue which has the highest order will get the tickets in flow .

So its important to give work item routing condition in order to divide the tickets flow into different queues.

Assignment look up rules only come into picture when the ticket is created and based on the condition the assignment group is populated on the ticket.This is controlled by assignment look up rules which is not connected to work item routing condition .

But you need to make sure that the ticket while creation it should be assigned to some group and you can use work item routing condition by mentioning those groups .

Then the AWA algorithm comes into picture and check the work items in the queue and applies the assignment rule tagged in the queue and then starts assigning it 

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