AWA not routing the work items to other members of the group.Issue AWA not routing the work items to other members of the group.So when routing does work, the same technician can get one work item after another when it's closed or abandoned.When you impersonate another member of the group AWA does not route the current unassigned work items.ReleaseMadrid and above.Causethe responders (awa-worlkload-responder, awa-eligibility-repsonder) were using incorrect conditions. Responders are located in the following:/sys_rw_action_list.do?sysparm_query=action_prefixSTARTSWITHawaAlso, make sure the value of the [interactions] records have a value of "walkup" for the field type.ResolutionThe solution is to deactivate, then reactivate the service channel [awa_service_channel]. The corresponding responders will also be re-generated, using the utilization conditions in the service channel, which should now be correct.The "available" state will also deactivate. You'll have to go to the table [awa_presence_state] to flip the active flag to true. You'll also have to make sure able to receive work items is checked, and that the walk-up service channel is selected.Related LinksEnabled property: com.snc.awa.syslog.enabledThis will enable logging for AWA, which can be seen in system logsUsed this lab to setup walk-up:https://developer.servicenow.com/app.do#!/event/knowledge19/LAB1413/knowledge19_LAB1413_advanced_work_assignment