If anyone can shed some light on this it would be greatly appreciated as the ServiceNow docs leave much to be desired.
I’ve got Skills Management setup up with my assignment rule and I’m using skills determination which is supposed to automatically attach skills to work items (Incidents), in this case to the task table, so that my assignment rule where mandatory skills are enforced can assign it to the correct agent within the group. The auto assignment isn’t working correctly even though the agents have the correct skills assigned to them.
Skill is automatically attached to the incidents.
Looks like the incidents successfully go to the queue but are stuck there. They are not assigned to the defined assignment group. The 'Assignment rule' column is empty.
In the documentation the instructions for creating a skills determination rule says that each new rule you create must have a corresponding business rule, but it gives no examples of what this business rule is supposed to look like. The only instructions it gives is to go to the particular work item table and make an existing business rule active.
Any ideas what needs to be done from here or what a corresponding business rule should look like for skill based incident assignment?
Thanks!
Hi Raghav!
Thank you for replying!
The only OOTB business rule which was inactive was this one but it doesn't seem to be relevant and activating it doesn't make it work:
I guess the business rule mentioned in documentation (each new rule you create must have a corresponding business rule) is what is missing but how should this business rule look like?
