Requests are not routing to agents in advanced work assignment (AWA) QueueIssue Requests are not routing to agents in advanced work assignment (AWA) Queue Steps to reproduce Agents are available to accepts itemsCreate a request (sc_request)Item is not assigned to any agentReleaseGenericCauseIn this case, the setup for auto-assignment is not doneResolutionGo to the awa_assignment_rule record usedEnable the option Enable auto-assign work items is disabled Save