Skill review request components in Workforce Optimization for ITSM
Workforce Optimization for ITSM installs roles and enables notifications when you install the application.
Roles
| Role title [name] | Description |
|---|---|
| Skill review manager [sn_wfo_skillreview.manager] | Grants administrative rights to create, read, update, and delete (CRUD) skill review request records. |
| Skill review user [sn_wfo_skillreview.user] | Grants administrative rights to create, read, or update skill review request records. |
Notifications
Navigate to All > System Notifications > Provider > Notifications to access the notifications below that are provided by default. For more information on adding notifications, see Provider notification
| Notification name | Value |
|---|---|
| Skill Request Pending Manager Review | When enabled, the manager receives a notification when their agent submits a skill review request to their manager for review.- Type:string - Default value:true |
| Skill Request Reviewed | When enabled, the agent receives a notification when their manager submits a skill request that has been reviewed.- Type:string - Default value:true |
| Skill Request Cancel | When enabled, if the agent or manager cancels the skill review request then the skill review request assignee will receive a notification.- Type:string - Default value:true |
| Skill Request Pending User Review | When enabled, the agent receives a notification that their manager has submitted a skill request for the agent to review.- Type:string - Default value:true |
Parent Topic:Skills Management in Workforce Optimization for ITSM