> For the complete documentation index, see [llms.txt](https://docs.alemba.com/asm-hermes/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.alemba.com/asm-hermes/use-asm/using-asm-core/managing-your-tickets-calls-and-ipk/working-with-calls/assigning-work-based-on-skills.md).

# Assigning Work Based on Skills

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

{% hint style="info" %}

### 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.
{% endhint %}

{% @arcade/embed flowId="JpQyAdXasRf66qVogBYX" url="<https://app.arcade.software/share/JpQyAdXasRf66qVogBYX>" %}

**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**

{% hint style="warning" %}

### **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.
{% endhint %}

When you forward a call, whether you are forwarding by skill or by the traditional methods, the initial process is the same. &#x20;

1. Action the Ticket
2. In the **Explorer Menu**, scroll down to the **Resolution** set of links
3. Click **"Support Skills"**

&#x20;![](/files/Jzgl65YlgVfwHmyumOyV)

4. 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.

<figure><img src="/files/w6p9t0fPZsCQ6HxBysic" alt=""><figcaption></figcaption></figure>

5. Select the Analyst and click "**OK"**. &#x20;
6. ASM will automatically forward the call, and close the current window.


---

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