Skills Explorer Option
An Analyst adept at solving issues relating to specific CMDB item types or issue types can have these linked to their Analyst details. This information can then be accessed by Service Desk Analysts through the Support Skills explorer option on the Call Details window.
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.
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Display the Person Details window, if it is not already on screen.
Search for the person. Select the person on the results browse table, and then select
. - Select
if necessary to activate the buttons on the toolbar. - From the explorer pane, expand the Data group if necessary and select Skills.
- In the Person Linked Skills window, use the radio buttons to identify the skill type.
- Two browse tables appear with the appropriate list of skills in the top table.
- Select the skill you want to assign to the Analyst from the top table and then select Add.
- To remove a skill, select it from the lower list and then select Delete.
You can assign skills for both CMDB Item Type and Type.
| CMDB Item Type | Select this radio button to specify the skills relating to CMDB items. A browse table listing all of the entries in the CMDB Item Types table appears on selection of this button. |
| Type | Select this radio button to specify the skills relating to CMDB items. A browse table listing all of the entries in the top level of the Type Tiers table appears on selection of this button. If you wish to use the Skill Filter to allocate tasks in Allocating Tasks According to Skills, you must identify the person's skills using this radio button. |