question Advanced Work Assignment not Working. Work Item State is Queued in Incident Management forum

Advanced Work Assignment not Working. Work Item State is Queued

Rohit Singh — Tue, 15 Oct 2024 16:22:37 GMT

I have created a Channel, Queues, Assignment Eligibility and then mapped with Assignment Rules (Most Capacity) in incident table. I have just checked for auto assignment. However my incidents are not being assigned to the group and assigned to. Under work item the state is Queued. The queue name is correctly showing for my incident but not getting auto assigned as per the capacity. Please refer the snip for Work Item.

Please help in fixing the issue.

Re: Advanced Work Assignment not Working. Work Item State is Queued

Anurag Tripathi — Tue, 15 Oct 2024 16:37:17 GMT

Hi Rohit,

What do you have for the default capacity and work Item size?

Re: Advanced Work Assignment not Working. Work Item State is Queued

Rohit Singh — Tue, 15 Oct 2024 16:48:50 GMT

Work item = 1 and Default Capacity = 200. My queue is getting attached to the test incident record as you can see in the snip but assignment rule is showing empty and state is setting to queued.

Re: Advanced Work Assignment not Working. Work Item State is Queued

Jack Waring — Fri, 02 May 2025 13:50:12 GMT

Hi did you manage to fix this i have a similar issue

thanks

Jack

Re: Advanced Work Assignment not Working. Work Item State is Queued

Erwin San Marti — Wed, 04 Jun 2025 20:17:46 GMT

I'm stuck on the same error, using Yokohama version

Re: Advanced Work Assignment not Working. Work Item State is Queued

charles2024 — Fri, 18 Jul 2025 13:45:31 GMT

Stuck one this also.