Advanced work assignment not functioning as expected - Agents are not auto-assigned Issue ProblemAdvanced work assignment (AWA) is not functioning as expected. Even though agents have the awa_agent role and are part of the assignment group, work items are created for incidents but not auto-assigned to some agents. Steps to reproduce 1. Check the work items created an observed some items were not assignedReleaseGenericCauseRoot CauseOn this case, the service channel likely lacked values in the 'assignment group field', preventing auto-assignment. ResolutionSteps to Resolve1. Re-create the service channel to ensure the 'assignment group field' and 'assign to field' are automatically populated during creation. Note: Updating the channel will not resolve the issue. You need to recreate the channel