How to handle work item and how does the work item state change.SummaryWith AWA enabled, it is always recommended the AWA engine handles the work item routing and assignment of tasks. ReleaseAll supported releasesInstructionsWork item or the task is question (for ex - change request) can be assigned from the backend by 2 ways. Manually assigning the work item - assigned to field. (Not recommended. As this might impact the agent capacity.)Manually assigning the change request from back end.Related LinksIf the change request record is updated from backend, and if the work item is still in queued status, no new work item is created.The existing work item is updated with the new queue and assignment rule.However, if the work item is cancelled, and change request is updated from backend, which triggers the new queue and assignment rule, a new work item will be created. Work item gets cancelled for the following reason When a change request in a queue is assigned manually, the change request is removed from the queue. The state of the work item is set to Canceled and the cancellation reason is set to Manually assigned. If the work item was rejected, or if the change request was assigned to another user from backend, the work item gets cancelled. For more information please refer to the product doc - Work item queues