---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Skill Recommendation components

# Skill Recommendation components in Workforce Optimization for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Skill Recommendation components in Workforce Optimization for ITSM

Workforce Optimization for ITSM provides a skill recommendation system designed to improve incident resolution by suggesting relevant skills for agents based on incident data.
This system leverages roles, configurable properties, data tables, and scheduled jobs to automate and manage skill recommendations using both supervised and unsupervised learning techniques.
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**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will no longer be installed on new instances but will continue to be supported for existing customers.

## Roles

Two main roles control access to the skill recommendation features:

* **Skill Recommendation User (snsre.user):** Grants permission to view skill recommendation data tables.
* **Skill Recommendation Admin (snsre.admin):** Provides administrative rights to configure skill recommendation properties.

## Configuration Properties

Administrators can configure skill recommendation behavior via properties under **Skill Recommendation \> Configuration**. Key properties include:

* **Enable Skill Recommendation (snsre.enableskillrecommendation):** Activates skill recommendation (default: true).
* **Max Supervised Skills (snsre.maxsupervisedskills):** Limits the number of skills predicted by supervised learning per incident (default: 3).
* **Max Unsupervised Skills (snsre.maxunsupervisedskills):** Limits the number of skills predicted by unsupervised learning per incident (default: 3).
* **Number of Similar Incidents (snsre.numberofsimilarincidents):** Sets how many resolved incidents are considered to predict skills using supervised learning (default: 15).
* **User Predicted Skill Threshold (snsre.userpredictedskillthreshold):** Defines how many times a skill must be predicted for an agent before it is recommended (default: 20).
* **Solution Definitions:** Properties to specify the Predictive Intelligence solution definitions for both supervised and unsupervised learning, allowing customization of the machine learning models used.

## Scheduled Job

A scheduled job named **Start skill prediction** runs daily at 1 AM. It processes incidents closed the previous day to predict and recommend the skills that helped resolve those incidents. This enables proactive skill assignment to similar open incidents, enhancing resolution efficiency.

## Data Tables

Two key tables store skill prediction data:

* **User Predicted Skill \[snsreuserpredictedskill\]:** Tracks how many times each skill has been predicted for each user. Entries older than 60 days are automatically removed.
* **Task Predicted Skill \[snsretaskpredictedskill\]:** Stores predicted skills associated with each incident type. Records older than 60 days are purged automatically.

## Practical Benefits for ServiceNow Customers

This skill recommendation framework helps optimize IT support by:

* Automatically identifying and recommending the most relevant skills needed to resolve incidents.
* Enabling targeted skill development and assignment for agents based on data-driven insights.
* Reducing incident resolution times by matching incidents to agents with the appropriate skills.
* Allowing administrators to customize skill prediction behavior and integrate custom machine learning models.  
Workforce Optimization for ITSM uses roles to administer skill
recommendation, tables to store skill data, and properties to modify default behavior, and
scheduled job to recommend skills in configurable Workforce Optimization for ITSM.
Important:  
Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

## Roles {#configurable-wfo-itsm-skill-recommendation-reference__section_s3b_wzg_jvb}

{#configurable-wfo-itsm-skill-recommendation-reference__id_ihj_xzg_jvb__entry__3}

| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Skill Recommendation User \[sn_sre.user\] | Grants rights to view skill recommendation tables. | wfo.user |
| Skill Recommendation Admin \[sn_sre.admin\] | Grants administrative rights to edit the properties for skill recommendation. | * wfo.admin * sn_sre.user {#configurable-wfo-itsm-skill-recommendation-reference__ul_wnb_3gd_llb} |
[ ]

{#configurable-wfo-itsm-skill-recommendation-reference__id_ihj_xzg_jvb}

## Properties {#configurable-wfo-itsm-skill-recommendation-reference__section_c31_zzg_jvb}

Navigate to Skill RecommendationConfiguration to configure these properties.  
{#configurable-wfo-itsm-skill-recommendation-reference__table_zhp_cdq_dlb__entry__2}

| Property | Description |
|-|-|
| Enable skill recommendation. sn_sre.enable_skill_recommendation | Enable this property to start recommending skills for agents. * Type:true \| false * Default value:true {#configurable-wfo-itsm-skill-recommendation-reference__ul_oww_cnq_slb} |
| Maximum number of skills to predict based on supervised learning. sn_sre.max_supervised_skills | Using supervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction. * Type:Integer * Default value:3 {#configurable-wfo-itsm-skill-recommendation-reference__ul_a3p_cdq_dlb} |
| Maximum number of skills to predict based on supervised learning. sn_sre.max_unsupervised_skills | Using unsupervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction. * Type:Integer * Default value:3 {#configurable-wfo-itsm-skill-recommendation-reference__ul_b3p_cdq_dlb} |
| Number of resolved similar tasks to use for predicting skills. sn_sre.number_of_similar_incidents | The number of resolved similar incidents to use to predict skills using supervised learning, ordered by confidence of prediction, to resolve similar types of incidents. * Type:Integer * Default value:15 {#configurable-wfo-itsm-skill-recommendation-reference__ul_c3p_cdq_dlb} |
| Number of times Predictive Intelligence must predict the same skill for an agent before recommending it for the agent. sn_sre.user_predicted_skill_threshold | The number of times Predictive Intelligence must predict the same skill for an agent before recommending the skill for the agent. * Type:Integer * Default value:20 {#configurable-wfo-itsm-skill-recommendation-reference__ul_e3p_cdq_dlb} |
| Similarity solution definition to recommend skills from similar incidents. sn_sre.unsupervised_solution_definition_for_incidents | Name of the Predictive Intelligence solution definition used for predicting skills to resolve incidents using unsupervised learning. If you have created your own solution definition, you can replace the default one with the one you have created. * Type:String * Default value:ml_sn_sn_sre_global_recommend_similar_skills_for_incidents {#configurable-wfo-itsm-skill-recommendation-reference__ul_rgl_fjc_glb} |
| Similarity solution definition to recommend skills for incidents. sn_sre.supervised_solution_definition_for_incidents | Name of the Predictive Intelligence solution definition used for predicting skills to resolve incidents using supervised learning. If you have created your own solution definition, you can replace the default one with the one you have created. * Type:String * Default value:ml_sn_sn_sre_global_recommend_skills_from_similar_incidents {#configurable-wfo-itsm-skill-recommendation-reference__ul_gyn_fjc_glb} |
[ ]

{#configurable-wfo-itsm-skill-recommendation-reference__table_zhp_cdq_dlb}

## Scheduled job {#configurable-wfo-itsm-skill-recommendation-reference__section_zcw_f1h_jvb}

{#configurable-wfo-itsm-skill-recommendation-reference__table_bmk_fhq_dlb__entry__2}

| Scheduled job | Description |
|-|-|
| Start skill prediction | Runs the job every day at 1 AM on all incidents that were closed the previous day. Recommends the skills used to close the incidents to resolve similar open incidents. |
[ ]

{#configurable-wfo-itsm-skill-recommendation-reference__table_bmk_fhq_dlb}

## Tables {#configurable-wfo-itsm-skill-recommendation-reference__section_umx_g1h_jvb}

{#configurable-wfo-itsm-skill-recommendation-reference__table_gkk_4hd_llb__entry__2}

| Table | Description |
|-|-|
| User Predicted Skill \[sn_sre_user_predicted_skill\] | * Stores how many times a skill has been predicted for the user. * Skills not recommended in the last 60 days are automatically deleted from this table. {#configurable-wfo-itsm-skill-recommendation-reference__ul_ufc_shd_llb} |
| Task Predicted Skill \[sn_sre_task_predicted_skill\] | * Stores the skills predicted to resolve each type of incident. * Tables created over 60 days ago are automatically deleted from this table. {#configurable-wfo-itsm-skill-recommendation-reference__ul_yfp_whd_llb} |
[ ]

{#configurable-wfo-itsm-skill-recommendation-reference__table_gkk_4hd_llb}

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