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Routing work items to agents based on skills › Using Skills Management › Skills Management › Manage people and work capabilities › Extend ServiceNow AI Platform capabilities
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Add a business rule for skill determination

Set up or enable business rules for agents to manage cases, chat interactions, or work order tasks. These business rules trigger Skill Determination rules, ensuring that the required skills are assigned to relevant work items so agents are properly equipped to handle these responsibilities efficiently.

Before you begin

Role required: admin

Enable the Skill Determination [com.snc.skill_determination] plugin.

Procedure

  1. Navigate to All > System Definition > Business Rules.

    Note: If you want to use the skill determination rules available by default, make sure the Active field for that rule is set to true. For example, if you want to use the Skill determination for interaction business rule, make sure that the rule is active.

  2. Select New.

  3. Add details for the business rule.

FieldDescription
NameDescriptive name for the business rule.
TableSelect the table on which you want to run this business rule for skill determination.
Advanced
  1. Enable the Advanced check box.
  2. Select the Advanced tab.

  3. In the Script field, enter the following code:

    (function executeRule(current, previous /*null when async*/ ) { var skillUtils = new sn_skill_rule.SkillDeterminationUtils(); var skills = skillUtils.determineWorkItemSkills(current); skillUtils.assignSkillsToWorkItem(skills, current); })(current, previous);

Note: This script uses the SkillDeterminationUtils utility to identify which skills are needed for the current work item (such as an incident or task) and then assigns those skills to it automatically. This helps ensure that the work item has the correct skill requirements based on its details.

  1. In the When to run tab, set when you want the business rule to execute. For more information, see Create a business rule.
  1. Select Submit.

Parent Topic:Routing work items to agents based on skills