Advanced Work Assignment with Skill Level Evaluation

[Lucas M Andrade]

Hi, I have a scenario where we must route the incidents using the AWA based on skills and skill levels. Everything was set according to the ServiceNow instructions. When the incident is created, the BR is executed, and the skill/skill level requirements are created in the task_m2m_skill correctly according to the skill determination rules. Then, the Work item is created on the AWA table, and the ticket is routed, honoring the skill requirement according to the assignment rule. However, the engine does not evaluate the ticket skill level. If the ticket requirement is an expert (lvl = 4), the agents with a basic level (lvl =1) are assigned. BTW the checkboxes "Enable skills", "Enforce mandatory skills", and "Evaluate skill level" are set to true, and the record on the table task_m2m_skill was created with the flag mandatory set to true as well.
Any thoughts?

Thanks,
Lucas Andrade

[Lucas M Andrade]

BTW, I've tested it in Utah (Production/Subproducton) and Washington DC (PDI).

[teduard]

Hi Lucas,
Experiencing the same behavior.
Where you able to find a solution to this?
 

[Prem Vikas K2]

Hello @Lucas M Andrade 

Did you got any solution for this issue

Regards

Prem Vikas K

[HimajaM]

I'm experiencing the same issue—skill levels aren't being considered in AWA. Could you please let me know if you find a solution?