Advanced Work Assignment with Skill Level Evaluation

Lucas M Andrade
Tera Contributor

‎03-13-2024 08:18 AM

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

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Dexter Chan
ServiceNow Employee
ServiceNow Employee

‎06-23-2025 06:09 AM

I would check the conditions in the Skill Determination Rule record. Here is a write up of the skills mgmt youtube video.

 

Skills management

  1. App Navigator: Skills > All Skills
  2. App Navigator: AWA > Assignment Rule > Create a new one and click "enable skills"
    • Sample one: German skill
  3. Queues:
    • Create a new one called "German Cases"
  4. Business rule: search for "skill determination for case" and set active
  5. Go to skill determination table (sd_skill_determination_rule_list.do). “Skill determination rule” module should be associated to a “Premier Support certified” skill. . Activate this too
    • Create a skill determination rule: set Condition is: Language is German and add the German skill
    • Opened by.language = German
    • 6. In the Queue, need to do an Agent Assignment Rule (within this group, how do we assign it?)

• • Need to click Enable skills

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