How to add skills to task records for rounting in Advanced Work Assignment (AWA) - Support and Troubleshooting

How to add skills to task records for rounting in Advanced Work Assignment (AWA) Issue  Description This article covers how to associate skills to task records so that they will be considered in Advanced Work Assignment.

Procedure 1) Setup an AWA queue with an assignment rule per our docs and check the box for Enable skills and Enforce Mandatory Skills if desired.

https://docs.servicenow.com/csh?topicname=awa-create-assignment-rule.html&version=latest

2) To assign skills to the task record, you need to create a before insert Business Rule that creates a record in the task_m2m_skill table.

Here is some example code that can be used in a before insert BR that generates an associated task_m2m_skill record.

Name: Assign with Angular Skill Mandatory

Table: Incident

When: Before

Insert: true

(function executeRule(current, previous /*null when async*/) {

var gr = new GlideRecord('task_m2m_skill'); gr.initialize(); gr.mandatory = true; // determines if the skill should be mandatory if that is enfored in the Assignment RUle gr.skill = '83644889db9532000454f1351d9619f7'; // reference to the cmn_skill table gr.task = current.sys_id; gr.insert();

})(current, previous);

Applicable Versions Madrid

Additional Information Skill Determination should be available in New York and should replace the manual business rule process.