Assigning Work Based on Skills

In ASM, you can assign tickets to analysts by skill set. That is, you can route tickets to analysts with specific skill sets.

You can link expertise related to CMDB item types and issue types to an Analyst through their person details record. An Analyst adept at solving issues relating to specific CMDB item types or issue types can have these linked to their Analyst details.

To Add Skills to an Analyst Profile

Before you start

The person must be flagged as an Analyst in their Person Details.

You must have User New selected in the People tab of your Configuration Management Security Role to create a User, Analyst New to create an Analyst and External Contact New to create an External Contact. You must have the equivalent Update options to make changes to existing Person Details.

This information can then be accessed by Service Desk Analysts through the Support Skills explorer option on the Call Details window.

Forwarding a Call By Skill

Bulk Forwarding by Skill Set

You can only bulk forward calls to agents or groups. Forwarding by Skill, as shown here, cannot be completed in bulk from the call search results. You must action each call to reassign by Skill.

When you forward a call, whether you are forwarding by skill or by the traditional methods, the initial process is the same.

1. Action the Ticket

2. In the Explorer Menu, scroll down to the Resolution set of links

3. Click "Support Skills"

1. Select if you want to filter by CMDB Item Type, or by Call Type by selecting the appropriate radio button. Based on this choice, a list will appear below of available analysts with matching skills.

1. Select the Analyst and click "OK".

2. ASM will automatically forward the call, and close the current window.