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

[bourhoud]

Hi,

Don't understand, my answer has disappeared.

I was asking the question if I don't use any skills, do the auto assignement of work items work, only based on capacity of my agents ?

[Alberto Consonn]

Of course, skills are not mandatory at all, this is the standard assignment process without skills:

• Checks the queue priority and gets an item from the queue with the highest priority. AWA also reviews items that have timed out or have been rejected by agents.
• Identifies the eligible assignment pool. The eligibility assignment pool widens the group of agents who are eligible to work on an item.
• Determines the available agents based on their presence state, the assignment rule selected (most capacity or last assigned), and also skills, if defined. Agents have spare capacity when they decline, transfer, or complete a work item. For example, after an agent transfers a chat, the agent has additional capacity.
• Pushes the item to the inbox of most qualified agent (the timer begins).

[bourhoud]

Alberto,

Really sorry, but I really don't understand why it doesn't work for me 😞

I think I have checked everything, and that everything is well configured, but unsuccessfully...

I attach print screen of each records relative to AWA, that I've configured. Could you please just have a look on it ?

[Alberto Consonn]

Hi Pierre,

had a quick look, it will never work as you set the work Application to Global instead of the OOTB Advanced Work Assignment for Incidents, please delete all the custom configuration with Global application, select first the proper application Advanced Work Assignment for Incidents and do again the same.

Hope this can help you!

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

Thank you very much

Cheers
Alberto

[Alberto Consonn]

In case still not working, I would recommend you to check in deep the following article:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0787998