Use Automation Rules to Add to Skill Pool
It is now possible to use automation rules to update the members of a skill pool, and conversely to link a skill pool to a person. This can be very practical for making services available to new users, for example.
Imagine a service that has its coverage in the SLA set to ‘Members of a skill pool’. By adding that person to the skill pool, or by linking the skill pool to that person record, this person is automatically covered for the service. This example is elaborated in the automation rule below.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
Managing risks and delivering successful AI-driven outcomes at the Service Desk
Discover how IT leaders can navigate AI risks and achieve successful outcomes at the service desk. Learn strategies for cost control, robust security, and minimizing AI hallucinations to deliver measurable ROI. Download the Gartner report for deeper insights.