Mandatory Skills in Advanced Work Assignment only assign to users with Skill

[Dillin Bradley]

We are trying to set AWA to only assign INCs to users within the same group that have the mandatory skill. We have skills assigning to INCs and skills assigned to users, however if there are no users with that required skill logged in it will assign the INC to a user without that skill.

How can we limit it to only assign to users with the skill and not just anyone in the same assignment group?

[davirms]

Hi Dillin,

Please look at this documentation:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/advanced-work-as...

There is an option for Skill handling called "Enforce mandatory skills":

Skill handling

Skill-based work assignments. Enable skills: Route work items to agents with the appropriate skills. When selected, the Evaluate skill level and Enforce mandatory skills check boxes appear cleared. Evaluate skill level: Route work items to the most qualified agents based on their skill level. Enforce mandatory skills: Route work items to agents with required skills.

Please mark if it solved your problem.