Skills Explorer Option

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. 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.

 

  1. ClosedDisplay 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 .

  2. Select if necessary to activate the buttons on the toolbar.
  3. From the explorer pane, expand the Data group if necessary and select Skills .
  4. In the Person Linkeed 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.
  5. Select the skill you want to assign to the Analyst from the top table and then select .
  6. To remove a skill, select it from the lower list and then select .