AWA or Agent workspace chat is not routing items to agents. If you enable awa logging you see an error "Invalid table: u_awa__work_item"Issue AWA is not working at all when trying to route items to agents. Work items are created but not queued or assigned to anyone. If you enable extra logging for AWA ( KB0786263 ) you see a similar error to this one. 2020-01-06 06:19:56.270 (glide.awa.assigner.63) Assignment resulted in an exception: java.lang.IllegalArgumentException: Invalid table: u_awa_85cdfeaadbb88c10f9a09114ca961915_work_item com.glide.script.GlideRecord.addNullQuery(GlideRecord.java:2194)com.glide.script.GlideRecord.addNullQuery(GlideRecord.java:2150)com.snc.awa.dataaccess.WorkItemRepo.queryUnassigned(WorkItemRepo.java:100)com.snc.awa.domain.assignment.AssignmentLogic.assign(AssignmentLogic.java:152)com.snc.awa.domain.assignment.AssignmentIterationLogic.assign(AssignmentIterationLogic.java:137)com.snc.awa.domain.assignment.AssignmentIterationLogic.routeAndAssign(AssignmentIterationLogic.java:91)com.snc.awa.engines.WorkItemAssignmentWorker.doWork(WorkItemAssignmentWorker.java:95)com.snc.awa.engines.WorkItemAssignmentWorker.run(WorkItemAssignmentWorker.java:76) CauseThere is no database view record (sys_db_view) for that service channel's sys_id. It should exist with this naming format. u_awa_<service-channel-sys_id>_work_item I saw this in Madrid where there shouldn't be any custom service channels so I'm not sure how that happened, but this could possibly happen in N if the customer moved over a custom service channel without the corresponding database view record. ResolutionMove over / create the database view record or re-create the service channel which should create the db view. If the customer is on Madrid I would suggest reverting to the OOB channels.