AWA - Work items not assigned

[bourhoud]

Hi community !

I have troubles when testing AWA on my developper instance.

I'm actually testing AWA for Incident (with corresponding plugins which are installed). I've configured my channel linked to Incident table, and my queue with an assignment eligibility entry.

My assignement elibility entry is a basic one, which is defined with the OOB Incident Management group.

This group has active users, and the awa_agent role has been added to this group.

Actually, I've managed to generate work_items on my incident queue, but they are not assigned to any group or users, and I don't understand why...

Please note that I'm not using skills for the moment, I'd like to assign my work items based on capacity of my agents.

Could anyone help me on this ?

Many thanks !

Regards,

Pierre

[Alberto Consonn]

Hi Pierre,

please check this list, it will help to understand what is going on and do some debug:

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/advanced-work-assignm...

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[bourhoud]

Hi Alberto,

Thanks for your feedback.

I already have the knowledge of this list, but I don't understand how it could enable me to understand why no assignments are done on my work items.

Could you tell me how I could debug, by using this list ?

Regards,

Pierre.

[Alberto Consonn]

Hi Pierre,

this list can help you to detect the reason why the work items is not being assigned properly (i.e. Exceeded Queue Target Wait Time, Rejected, Timeout, etc..), however I would recommend you to watch carefully the very useful AWA video tutorial made by ServiceNow (especially around minute 34):

4/24 Ask the Expert: CSM Advanced Work Assignment

Hope this help you!

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[bourhoud]

Alberto,

Thanks for your link.

I have a doubt : do we have auto assignements on work items, without any skills management ? I mean, in a nominal way, are work items assigned to groups which are defined on the assignement eligibility related list of my queue, without managing any skill ?