No users under manage skills module

mostafak · ‎10-23-2018

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 · ‎10-24-2018

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

View solution in original post

Nag9 · ‎02-08-2019

I am also facing the same kind of issue.For me skills and some user are not showing.Can you please tell me on what basis the users are displaying under users list.

And also can anyone explain why no skills are displaying under skills even there are skills in cmn_skill table.

mostafak · ‎02-09-2019

So the reason its not showing users is because if you click on manage skills and check the url closely you will see that it contains:

encodedQuery=group.manager=javascript:gs.getUserID()

This means the user thats looking at the manage skills view has to be the manager of a group. If you remove that from the url it will show regardless of whether you are a manager or not.

The reason skills might not be showing is you probably didnt include a skill in the contains skills related list of that skill. For example if you are using skills for itil you have to add the itil skill in the contains skills related list and if you are using customer service include that in the list.