Advanced Work Assignment is not Functioning as ExpectedIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The Advanced Work Assignment (AWA) feature is not assigning HR cases to the correct assigned person despite having a Channel, Queue, Assignment Rules, Present state, and Groups set up for HR payroll. The issue is observed in both the portal and platform views, and the auto-assignment is not working as expected. Additionally, there are instances where the AWA work item is getting cancelled. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Xanadu Patch 9a Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } After a detailed review, our development team has provided the following updates and concluded that the system is working as expected. As per the investigation, auto-assignment is functioning correctly. Work items are being set to a state of queued because none of the agent users are marked as present and online to receive the assignment. When impersonating a user from the Germany Payroll group, and marking the state as available within the Agent Workspace, the user is immediately assigned one of the HR Cases from the Payroll and Ops queue. To summarize how the process works:-A reimbursement request is submitted.-An HR Payroll case is created.-The AWA work item is correctly routed to the Payroll & Ops queue.-The HR Payroll case assignment group is set to Germany Payroll.-The status is set to queued because no one in the Germany Payroll group is currently online. This group contains seven members.-When one of the members is made available (i.e., marked as online in Agent Workspace), the work item is automatically assigned to them. Based on this, we recommend navigating to Advanced Work Assignment > Management > Operations Dashboard to check which agents are currently online and how many work items are in the queue. Additionally, you can go to Advanced Work Assignment > Management > Groups to review which users are part of the respective groups, so you can ensure the necessary agents are online for auto-assignment to occur. Regarding the cancelled AWA Work Item, here is what's happening:-The AWA Work Item is created when the HR Case status changes to ready.-It is initially queued due to no agents being online.-The business rule 'Apply Service Template' then runs and changes the service_activities_triggered field to true.-A record watcher detects the field change on the HR Case, which triggers a re-evaluation event.-This re-evaluation causes the existing work item to be cancelled with the reason disqualified, as the case must be re-evaluated.-Following this, a new work item is created and queued. We tested this by deactivating the 'Apply Service Template' business rule and re-submitting a reimbursement request. As expected, no cancelled work item appeared; only a single queued work item existed. We reactivated the business rule after completing the test. As outlined in the knowledge base article below, this re-evaluation behavior is expected and does not indicate an error: Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } KB Article on Re-evaluation Events:https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2021709