ServiceNow's Advanced Work Assignment (AWA) capability is one of the most robust and easily configurable feature available on the NOW platform. But if something isn't working even after following the recommended steps, it gets real hard to navigate around the issue and arrive at resolution state.
Today, I'm going to share a few learnings that I got through out my AWA/Agent workspace implementation which helped me in troubleshooting my issues . Hope it helps!
Issue description:
After creating new Service Channels for Chat, phone, email etc...when trying to reach available/online Workspace agents, new Work items were not getting routed to agents.
Interactions were getting created, service channel to queue was also working, but the assignment rule coupled with the queue was not getting triggered: (see the queue populated, but the empty assignment rule below)
1. System Property to log AWA routing/assignments:
Description: Property for logging AWA work item routing and assignments in the system log. (true/false)
Property name: com.snc.awa.syslog.enabled property
Exceprt from sys logs when the work item is created and lands in the queue:
"Error AdvancedWorkAssignment: 2021-08-18 03:48:58.065 (glide.awa.assigner.69) Assignment resulted in an exception: java.lang.IllegalArgumentException: Invalid table: u_awa_224cc2851bedfc10269e21fc274bcbdf_work_item
com.glide.script.GlideRecord.addNullQuery(GlideRecord.java:2235)"
2. AWA uses backend Database Views (DB views) to auto-route work items to agents:
Description: When you create a new Service Channel, NOW platform automatically creates database views in 1:1 ratio (1 channel -> 1 db view).
Name Format: u_awa_<sys_id of the service channel>_work_item
View Tables: below screenshot shows the 3 view tables that needs to be created for each DB view.
Finally, once the DB views are all setup in accordance with the service channels (and their sysIDs) you'll need to de-activate and re-activate the service channels in order to kick start the AWA process!
