Skill review request components in Workforce Optimization for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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