What is the meaning of "Manually assigned" cancellation reason of a workitem

[shaa066]

I am facing live chats abandoned, in which some chats cancellation reason is "Manually assigned"
I am not able to figure out the meaning of this and how this happened.

[Robbie · Accepted solution]

Hi @shaa066,

This looks to be an accidental duplicate of: https://www.servicenow.com/community/developer-forum/what-is-the-meaning-of-quot-manually-assigned-q...

You may want to close this one out...

As per my response on the original question, take a look at the following ServiceNow docs link explaining this state and cancellation reason of Work Item Queues:

"When a case in a queue is assigned manually, the case is removed from the queue. The state of the work item is set to Canceled and the cancellation reason is set to Manually assigned."

https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/administer/advanced-work-assi...

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Thanks, Robbie