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Configuring the mandatory skills feature

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Configuring the mandatory skills feature

Configure the mandatory skills feature for use with the Customer Service Management and Field Service Management applications.

Mandatory skills is an optional feature included with the Customer Service Management and Field Service Management plugins. Use the steps below to configure this feature with the desired application.

Customer Service Management configuration

To configure the mandatory skills feature for use with Customer Service Management:
  • In the Case form:
    • Configure the form layout to use the Task Skills [task_m2m_skill] table.
    • In the Task Skills table, set the Mandatory field to True to identify skills that are mandatory to complete a task.
      Note: The Case form should use either the Skills field or the Task Skills table, but not both.
  • [Optional] For existing cases that have data populated in the Skills field on the Case form, run the Migrate Skills to Task Skill M2M script to move this data to the Task Skills table. By default, this fix script migrates the skills from existing entries in the Case, Work Order, and Work Order Task tables to the Task Skills table. For more information, see Migrate skills to the Task Skill table.
  • If you are using the assignment workbench, replace the Matching Skills matching criteria with the Matching Skills - Mandatory Skills Support matching criteria. For more information, see Matching rules for case assignment.

Field Service Management configuration

To configure the mandatory skills feature for use with Field Service Management:
  • Enable the work.management.use.mandatory.skills system property.
  • Configure the Work Order form and the Work Order Task form to use the Task Skills [task_m2m_skill] table.
    Note: The Work Order and Work Order Task forms should use either the Skills field or the Task Skills table, but not both.
  • [Optional] For existing work orders and tasks that have data populated in the Skills field on the Work Order and Work Order Task forms, run the Migrate Skills to Task Skill M2M script to move this data to the Task Skills table. By default, this fix script migrates the skills from existing entries in the Case, Work Order, and Work Order Task tables to the Task Skills table. For more information, see Migrate skills to the Task Skill table.
  • If you are using dynamic scheduling, update the task filter for the dynamic scheduling configuration and replace the Matching Skills for Dynamic Scheduling matching criteria with the Matching Mandatory Skills for Dynamic Scheduling matching criteria. For more information, see Create a task filter.

Mandatory Skills system properties

The Migrate Skills to Task Skill M2M script migrates skills from existing tasks to the Task Skills [task_m2m_skill] table. Configure the task tables included in the migration using the skills_management.migration system property.

The mandatory skills feature adds the following system properties.
Note: To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter.
System parameter Definition
work.management.use.mandatory.skills Enables the mandatory skills feature and indicates that the Task Skills [task_m2m_skill] table is being used for work orders and work order tasks.
  • Type: true/false
  • Default value: false
skills_management.migration Lists the task tables to migrate to the Task Skills [task_m2m_skill] table when an admin runs the Migrate Skills to Task Skill M2M script.
  • Type: choice list
  • Default value: wm_task,customerservice_case,wm_order
com.snc.skills_management.task_skill_migrated_tables Contains a list of tables for which the Skills field has already been migrated to the Task Skills [task_m2m_skill] table. If the table name is listed in this property, the data has been migrated and will not be migrated again.
  • Type: choice list
  • Default value: none
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