How to see which work item is impacting agent capacity

[Kenny Mitchell]

Hello,

Curious if there is a way to find out which Work Item is causing Capacity in Use for a given agent.

Scenario: We have an agent that is stuck with 1 Capacity in Use, but cannot locate any Interaction or Work Item that would be causing this. Clicking on the '1' does not take us to valuable information.

Thoughts?

Thanks,

Kenny

[Dan H · Accepted solution]

Hi,

Have you tried navigating to all work items and then adding a filter for "Assigned to is 'userX'"?

You should then be able to see the work items assigned to that user which is causing their capacity to be affected. 

If no records are found, perhaps you can have a look at some of the other AWA tables, they may be of some use. Although it seems like a bug if the agents capacity is full but they have nothing assigned.

List of AWA tables here:

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/advanced-work-assignment/reference/installed-with-awa.html

If there's still a problem, a workaround might be to increase that particular agents capactity with the capacity override table: [awa_agent_capacity]

Check work items and AWA events: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/advanced-work-assignment/task/awa-work-items-all.html

Please mark answer as helpful/solved based on impact

[Dan H · Accepted solution]

Hi,

Have you tried navigating to all work items and then adding a filter for "Assigned to is 'userX'"?

You should then be able to see the work items assigned to that user which is causing their capacity to be affected. 

If no records are found, perhaps you can have a look at some of the other AWA tables, they may be of some use. Although it seems like a bug if the agents capacity is full but they have nothing assigned.

List of AWA tables here:

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/advanced-work-assignment/reference/installed-with-awa.html

If there's still a problem, a workaround might be to increase that particular agents capactity with the capacity override table: [awa_agent_capacity]

Check work items and AWA events: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/advanced-work-assignment/task/awa-work-items-all.html

Please mark answer as helpful/solved based on impact

[Kenny Mitchell · Accepted solution]

Yes, have checked all tables and do not see anything assigned to them that would increase capacity.

I have noticed that if we make ANY change to the Service Channel (e.g. add or remove a new routing condition), it resets their Capacity in User to 0 and "resolves" the issue, but still not sure why it is getting stuck in the first place.

[Azim3]

Hi @Kenny Mitchell , Curious to know if you were able to find the root cause of the issue as we're struggling with same.?

[Kenny Mitchell]

It seems to be a bug in the system. We made a change (any change) to the "Service Channel" and this automatically resets all capacity. 

Example, you can change the Default work item size or the Default Capacity. Save. And then revert the changes back to your desired configuration. Save. 

This should force the capacity to reset to 0.

We have not seen this issue occur again since we fixed it with this workaround one time. Assuming it was some bugged record, but not entirely sure.