Is there a way to Dynamic Sorting the Work Items in Service Operations Workspace Based on Priority?QuestionThe customer is trying to dynamically sort the queue inbox (AWA) with work items based on the priority of incidents. Can this be done? For example, if a new case with low priority arrives to the inbox's agent and the agent does not accept the entry, and another case with high priority arrives to the same agent, the agent is expecting to have the one with higher priority on top of the lower priority one Answer That is not possible to do it. The Work Item Sort Order field only determines the order that advanced work assignment (AWA) assigns the work item and doesn’t affect the order of work items in the agent's inbox card. Work items in the inbox card are displayed based on the time that they arrive. Note: If you reload the page the items are sorted and displayed in the expected way only if Work Item Sort Order was set. And, in this scenario:=> If two work items are pending when an agent becomes available (not when is available already), the Work Item Sort Order decides which work item is assigned first to an agent via AWA.