Service Skills

Each service engineer can be assigned one or more competency level tags. Work Orders can also specify required service skills or qualifications. These factors influence Work Order assignment matching during dispatch.

Service Skill Activation Path:
Service Connector > System Settings > Full Feature Configuration > Work Order Assignment > Skill Validation

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1. Service Skill-Related Objects

1.1 Service Skill Table Object

1. The Service Skill Table (API name: ServiceSkillObj) maintains foundational skill data, providing reference criteria for engineers’ service skills and Work Order skill/level requirements.

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1. Create/Manage Service Skill Table:
   • Navigate to the Service Skill Table object menu and click “New.”
   • Enter the skill name, type (descriptive field with no business logic), and notes.
   • Select the level model to associate with the skill.
     • If no model exists, create one first (see 1.2 Skill Level Model Object).

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1.2 Skill Level Model Object

1. The Skill Level Model (API name: SkillLevelModelObj) defines hierarchical skill levels (e.g., “Engineer Level: Senior/Intermediate,” “Heavy Machinery Certification: Level 1/2/3”).

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1. Add/Manage Skill Level Models:
   • Navigate to the Skill Level Model object menu and click “New.”
   • Enter the model name and type (descriptive field).
   • Add levels: Click “Add Row,” then specify the level name and SN (smaller SN = higher priority).

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1.3 Service Skill Object (Sub-object of Service Info)

1. The Service Skill object (EmployeeSkillObj) tracks engineers’ skills and levels (e.g., “John, XX Engine Repair, Level 2”).

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1. Add/Manage Engineer Skills:
   • Under the Service Info object, select an engineer and click “+” in the Service Skill section.
   • Choose a skill from the Service Skill Table and assign a level (e.g., “Electrician Skill: Advanced”).
   • Optionally set an expiration date (system validates automatically).
     Note: If the “Skill Expiration Date” field is missing, add it via layout settings.

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1.4 Required Skill Object (Sub-object of Work Order)

1. The Required Skill object (NecessarySkillObj) defines skills/levels needed to execute a Work Order, enabling resource filtering during assignment.
   Note: Enabled only when skill validation mode is set to “Custom Required Skills.”

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2. Service Skill Validation

1. Enable Skill Validation: Restricts Work Order assignment to engineers meeting skill criteria.
2. Validation Modes:
   • Rule-Based Validation: Auto-validates engineers per predefined rules.
   • Custom Required Skills: Manually add skills via the Required Skill Sub-object or functions.
     Applies to “Assign Engineer” and “Service Group Assignment” nodes.

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2.1 Rule-Based Validation

1. Select Rule-Based Validation mode.
2. Create Rules:
   • Click “New Rule,” then define:
     • Rule name and Work Order conditions.
     • Required skills/levels for primary and (if applicable) secondary engineers.

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1. Auto-Dispatch: Configure whether to apply skill validation.

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1. Manual Assignment: Engineers are filtered by rule compliance.

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2.2 Custom Required Skills

1. Select Custom Required Skills mode.
2. Define Skills per Work Order: Specify skills, levels, and applicable engineer scope.

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1. Auto-Dispatch: Configure skill validation applicability.

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1. Manual Assignment: Engineers are filtered by Required Skill criteria.

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