AWA - work items assignment issue - over agent capacity for incident work itemsIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Service channel - Incident has been configured default capacity = 5. Work item size has been configured to be based on priority.P1 = 4. P2 = 3, P3 =2. P4 =1Issue when an agent online to accept work items. Agent is assigned with two - P2 and one - P1, total workload = 6 + 4 = 10. This is over agent capacity. Expected Bheaviour is that if agent has 5 capacity, they should either be assigned P1 and P4 / P2 and 2 P1s / 5 P1s / 3 P1 and 1 P3 Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Working as expected . Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } I was able to reproduce the issue in OOB and customer instance as well. While troubleshooting realized this is not exactly an issue but an expected behaviour because it is as it is by design. scenerio 1: When I create brand new incidents with P1, P2,P3 and P4 priority , I do. not observe any over capacity issue. What I mean with brand new incident is that this incidents have never been queued before in work item table. So as soon as I create brand new incidents and assign all the necessary values to the fields to queue this incident in work item , I notice the work item size of this specific records is as expected. For example, for P1 incident it is 4 , for P2 it is 3 and etc. Therefore, I am never able to reproduce issue while creating brand new incidents and queing them Scenerio 2: Now let's assume the incidents created in scenerio1 are queued . Let's pick an already queued incident change it's state to cancelled (please note it's work item size, to note its work item size , personalize work item table , add column "work item size" in the slushbucket) , this will remove this incident work item from the queued state. Now let's go back to its original record INC record form , and update its state to another state , for example initially the incident was a P1 priority incident with work item size as 4 in awa_work_item table , now change this state to P4 , expected work item size now should be 1 . Once update has been made go to awa_work_item table, refresh the list and now you will see entry made ofr this incident with work item size value as the previous work item size value and not the latest updated work item size. Upon checking this behaviour in Utah and Vancouver this is an expected behaviour and has always been the same. To confirm if the issue exists , please try creatig brand new incident work items and if you still face this issue please let me know. I tried creating brand. new incidents and I was unable to reproduce this issue. Next Steps: [code] This could be a great candidate for an enhancement request. While I can open up an idea (enhancement request) for you, it carries more weight when a customer opens the request. The reason being that you have more detailed information on the use case and business case that the form asks. You can find out more about the idea (enhancement request) process and our methods for reviewing them at https://hi.service-now.com/kb_view.do?sysparm_article=KB0755878 Please feel free to contact me for any additional information. [/code]