Trouble Getting Skill Assignment to Work With Incidents

[Alan42]

I've gone through this tutorial a few times and also through all the other documentation I could dig up.   https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/advanced-work-as... 

I'm still unable to auto assign incidents to agents by established skills.  Our current assignment is done by service offering and a business rule.     No messages in system logs.    I do see  'Skill determination for incident'  being run after the initial assignment business rule.      Is there something additional I need to do to get this working? 

Plug ins have been installed and are active.    

Skills have been defined and added to users.     

Skill determination rules have been set up based off the service offering.     

Service channel and queue are established.    

Assignment rule is active.      

[csgotv1337]

thanks for info)

[kaushal_snow]

Hi @Alan42 ,

Each Skill Determination Rule you create should have a corresponding Business Rule active. If the default Business Rule is inactive, your skill logic won’t execute. You need to Locate and activate the OOTB business rule named Skill determination for incident (or similar)......

2. Ensure You're Using Agent Workspace....

3. Verify Your Plugins Are Correctly Installed....

4. Avoid Using Fields That Aren’t Populated in Time.....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Alan42]

The business rule is active but I don't see it in the script tracer.    I do see the script include  'SkillDeterminationUtils' which that business rule is supposed to launch.