Workforce Optimization for ITSM installs roles and enables notifications when you install the application.

Roles

Role title [name] Description
Skill review manager [sn_wfo_skillreview.manager] Grants administrative rights to create, read, update, and delete (CRUD) skill review request records.
Skill review user [sn_wfo_skillreview.user] Grants administrative rights to create, read, or update skill review request records.

Notifications

Navigate to All > System Notifications > Provider > Notifications to access the notifications below that are provided by default. For more information on adding notifications, see Provider notification

Notification name Value
Skill Request Pending Manager Review When enabled, the manager receives a notification when their agent submits a skill review request to their manager for review.
  • Type:string
  • Default value:true
Skill Request Reviewed When enabled, the agent receives a notification when their manager submits a skill request that has been reviewed.
  • Type:string
  • Default value:true
Skill Request Cancel When enabled, if the agent or manager cancels the skill review request then the skill review request assignee will receive a notification.
  • Type:string
  • Default value:true
Skill Request Pending User Review When enabled, the agent receives a notification that their manager has submitted a skill request for the agent to review.
  • Type:string
  • Default value:true