No users under manage skills module

[mostafak]

Hi everyone, 

I was working skills for customer management and stumbled upon a challenge when assigning skills to users.

I created several skills using the manage skills module under csm but there are no users to pick from and assign skills to. Any ideas as to why this is happening? 

Thank you

[Mark Stanger]

I believe you'll only see users there who have one of the customer service roles allocated to them...agents and above.

[mostafak]

I have a lot of users that have the role sn_customerservice_agent none of them are showing up

[Mark Stanger · Accepted solution]

Okay, I loaded the plugin and found the issue.  You will only see users that belong to groups you are the manager of.  This is controlled by the encoded query against the 'sys_user_grmember' table within the module link itself (which looks like this).

https://YOURINSTANCENAME.service-now.com/$ng_skills.do?sysparm_parentSkill=9b92ba407f232200c57212f44efa91ef&sysparm_parentDepartment=&recursiveSkills=true&recursiveDepartments=true&showLocation=true&tableName=sys_user_grmember&encodedQuery=group.manager=javascript:gs.getUserID()&fieldName=user

You can make yourself a manager of a group to see the users or you could change the encoded query in your module link if you want to open it up a bit.  For example, this would allow a user to manage skills for any user that is a member of a group.

https://dev45413.service-now.com/$ng_skills.do?sysparm_parentSkill=9b92ba407f232200c57212f44efa91ef&sysparm_parentDepartment=&recursiveSkills=true&recursiveDepartments=true&showLocation=true&tableName=sys_user_grmember&encodedQuery=&fieldName=user

[mostafak]

Thats what got it working.

Thanks a lot 🙂