Automatically add skills to incidents or interactions in Workforce Optimization for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Define conditions for incidents or interactions and add skills required for those conditions using skill determination rules. When new incidents and interactions that are created meet these conditions, the skill determination business rule automatically adds the skills to those records. In the Workforce Optimization for ITSM Channels and Work scheduler applications, the work items get automatically assigned to the right agents based on the skills.

    Before you begin

    Role required: skill_admin

    About this task

    The following business rules are used in Workforce Optimization for ITSM skill determination:
    • Skill determination for incident evaluates new incidents for the conditions defined in the skill determination rules set for all incidents and adds those skills to the incident records.
    • Skill determination for interaction evaluates new interactions for the conditions defined in the skill determination rules set for all interactions and adds those skills to the interaction records.
    The table below shows the skill determination rules available for Workforce Optimization for ITSM.
    Note:
    To add language detection skills, you must set dynamic translation APi. for more information, see Dynamic Translation API.
    Table 1. Default skill determination rules for Workforce Optimization for ITSM
    Skill Determination Rule Source Table Type Description
    Language Detection Incident Incident [incident] Advanced The business rule evaluates new incidents for the language entered in the incident short description and adds that language as a required skill for those incidents.
    Language Detection Interaction Interaction [interaction] Advanced The business rule evaluates new interactions for the language entered in the interaction short description and adds that language as a required skill for those interactions.
    SAP Skills Incident [incident] Simple The business rule evaluates new incidents for the Service field that starts with 'SAP', 'sap', or 'Sap' and adds SAP and Backoffice skills as required skills for those incidents.
    VPN Incident Incident [incident] Simple The business rule evaluates new incidents for the Short description field that contains 'VPN', 'vpn', or 'Vpn' and adds Router and Switch and Network skills as required skills for those incidents.
    VPN Interaction Interaction [interaction] Simple The business rule evaluates new interactions for the Short description field that contains 'VPN', 'vpn', or 'Vpn' and adds Router and Switch and Network skills as required skills for those incidents.
    Windows Incident [incident] Simple The business rule evaluates new incidents for the Configuration item field that contains 'Windows', 'windows', or 'WINDOWS' and adds Windows Installation/Setting and Windows Servers skills as required skills for those incidents.

    Procedure

    1. Navigate to All > Skills > Skill Determination Rules.
    2. Add the desired rule for an incident or an interaction.
      For information, see Create Skill Determination rules to assign skills to work items.