Service Hub is not working, as it is not assigning Service Requests to any Agent in Advanced Work Assignment (AWA) - Support and Troubleshooting

Service Hub is not working, as it is not assigning Service Requests to any Agent in Advanced Work Assignment (AWA) Issue Users create tasks based on a catalog item and those task are not assigned to the agents

Steps to reproduce

Set the AWA to assign task (sc_task) records to agents Create a Request based on a catalog item The catalog item create the request item and the sc task Observed the the work item was not created for that sc_task record and nothing is assigned to the agent

Release Generic

Cause Incorrect definition on the queue. The queue used has a scheduled assigned but that schedule does not exist.

Resolution 1. Go to queue the queue with issues 2. As schedule field shows up nothing: - Just select any value - Save - Remove the value selected - Save or - Just use the correct schedule for the options provided and save