---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring the mandatory skills feature

# Configuring the mandatory skills feature {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 6, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Configure the mandatory skills feature for use with the Customer Service Management and
Field Service Management applications.
Mandatory skills is an optional feature included with the Customer Service Management and Field
Service Management plugins. Use the steps below to configure this feature with the desired
application.

## Customer Service Management configuration {#configure-mandatory-skills-feature__section_dhp_5qj_qdb}

To configure the mandatory skills feature for use with Customer Service Management:

* In the Case form:
  * Configure the form layout to use the Task Skills \[task_m2m_skill\] table.
  * In the Task Skills table, set the Mandatory field to True to identify skills that are mandatory to complete a task.  
    Note:  
    The Case form should use either the Skills field or the Task Skills table, but not both.
  {#configure-mandatory-skills-feature__ul_dqm_tyt_rdb}
* \[Optional\] For existing cases that have data populated in the Skills field on the Case form, run the Migrate Skills to Task Skill M2M script to move this data to the Task Skills table. By default, this fix script migrates the skills from existing entries in the Case, Work Order, and Work Order Task tables to the Task Skills table. For more information, see [Migrate skills to the Task Skill table](https://servicenow-prod.fluidtopics.net/LR1eFTRYfYciETBLe_MW1Q "Migrate data from the Skills field to the Task Skills table to utilize mandatory skills support for executing tasks in a case or work order.").
* If you are using the [assignment workbench](https://servicenow-prod.fluidtopics.net/OsFElWo2MrXyehJw_fp24w "The assignment workbench enables customer service managers to assign tasks to agents efficiently and intelligently. The workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task."), replace the Matching Skills matching criteria with the Matching Skills - Mandatory Skills Support matching criteria. For more information, see [Matching rules for case
  assignment](https://servicenow-prod.fluidtopics.net/U2EQiiW8F0exTsl3jvrBog "The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.").
{#configure-mandatory-skills-feature__ul_e5r_1rj_qdb}

## Field Service Management configuration {#configure-mandatory-skills-feature__section_l5r_rrj_qdb}

To configure the mandatory skills feature for use with Field Service Management:

1. Enable the work.management.use.mandatory.skills system property.
2. Configure the Work Order form and the Work Order Task form to use the Task Skills \[task_m2m_skill\] table.
3. \[Optional\] For existing work orders and tasks that have data populated in the Skills field on the Work Order and Work Order Task forms, run the Migrate Skills to Task Skill M2M script to move this data to the Task Skills table. By default, this fix script migrates the skills from existing entries in the Case, Work Order, and Work Order Task tables to the Task Skills table and configures them as optional skills. For more information, see [Migrate skills to the Task Skill table](https://servicenow-prod.fluidtopics.net/LR1eFTRYfYciETBLe_MW1Q "Migrate data from the Skills field to the Task Skills table to utilize mandatory skills support for executing tasks in a case or work order.").
4. If you are using dynamic scheduling, update the task filter for the dynamic scheduling configuration and replace the Matching Skills for Dynamic Scheduling matching criteria with the Matching Mandatory Skills for Dynamic Scheduling matching criteria. For more information, see [Create a task filter](https://www.servicenow.com/docs/access?context=create-task-filter&version=xanadu&pubname=xanadu-field-service-management&ft:locale=en-US).
{#configure-mandatory-skills-feature__ul_krq_srj_qdb}  
For configuring optional skills, navigate to Field ServiceAdministrationConfiguration, click the Assignment tab and set Auto-selection of agents for tasks requires them to have skills to one of the following:

* All - indicates that the agent must have all optional skills listed in the task for task assignment.
* Some - indicates that the agent must have at least one optional skill listed in the task for task assignment.
* None - indicates that the agent is not required to have any optional skill.
{#configure-mandatory-skills-feature__ul_ogw_1ll_43b}

## Mandatory Skills system properties {#configure-mandatory-skills-feature__section_vwl_2yt_rdb}

The Migrate Skills to Task Skill M2M script migrates skills from
existing tasks to the Task Skills \[task_m2m_skill\] table. Configure the task tables included
in the migration using the skills_management.migration system property.  
The mandatory skills feature adds the following system properties.  
Note:  
To open the System Property \[sys_properties\] table, enter <kbd class="ph userinput">sys_properties.list</kbd> in the navigation filter.
{#configure-mandatory-skills-feature__table_wwl_2yt_rdb__entry__2}

| Property name | Description |
|-|-|
| work.management.use.mandatory.skills | Enables the mandatory skills feature and indicates that the Task Skills \[task_m2m_skill\] table is being used for work orders and work order tasks. * Type: true/false * Default value: false {#configure-mandatory-skills-feature__ul_xwl_2yt_rdb} |
| skills_management.migration | Lists the task tables to migrate to the Task Skills \[task_m2m_skill\] table when an admin runs the Migrate Skills to Task Skill M2M script. * Type: choice list * Default value: wm_task,customerservice_case,wm_order {#configure-mandatory-skills-feature__ul_ywl_2yt_rdb} |
| com.snc.skills_management.task_skill_migrated_tables | Contains a list of tables for which the Skills field has already been migrated to the Task Skills \[task_m2m_skill\] table. If the table name is listed in this property, the data has been migrated and will not be migrated again. * Type: choice list * Default value: none {#configure-mandatory-skills-feature__ul_zwl_2yt_rdb} |
[Table 1. Properties installed with Mandatory skills feature]

{#configure-mandatory-skills-feature__table_wwl_2yt_rdb}

*[\>]: and then