AWA - Auto assignment is not working for SCTASK


Description

Customer have configured an AWA set up for a new channel for SC TASK. And it is not auto routing as expected. Even after the agent becoming available we can see that the work item is not picking up the assignment rule, group and not assigning it to the agent.

Instructions

Business rule : Support new channel
https://Instance_name.service-now.com/nav_to.do?uri=%2Fsys_script.do%3Fsys_id%3Dc12914e3732313004a905ee515f6a7a1

Additional Information

Refer to the below document for more information:

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignment/task/awa-create-service-channel.html