Layton ServiceDesk - Settings - Company Structure - Manage Analyst

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Definition

Analysts can be front-line help desk personnel or second-line support or any level of support staff, as required. Analysts are defined using Administration > Company Structure > Manage Analyst where their Name, Password and Security Group or level of system access is defined. The two levels of Group Security provide Administrator access (All system functions available) and Standard access (Administration function not available). Support Analysts or second line support who have Requests assigned to them are normally given Standard access.


Manage Analyst Page


Other system fields are Manual Assign and Allow Auto Assign, which define whether the Analyst is available or allowed to receive assignment, either manually or automatically assigned to him/her. This is where Analysts can be selected as absent, i.e. on holiday, etc., but generally are both set to Yes.

Although you may be content with the default data fields and design, the screen and data content is configurable, so you can add, delete or change fields as required. You must always define new data fields before adding them to the form. See the Data Design section for information on how to add data fields, and the Form Design section for details on how to design or change forms.

Analyst Properties

Access the Analyst Properties for an analyst by clicking their Username or Name.


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Request Class

This Analyst setting determines which Request Classes the Analyst will have access to. Request Classes are a powerful feature which provides the ability to define multiple request forms for different types of Requests such as IT Incident, Service Request, New User Requests etc. See the Request Classes section for more information.

Click the Edit button Pencil.png in the Request Class column for the Analyst. check the Request Classes they should have access to.


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Skills

Analyst skills or job responsibilities are directly linked to the Request Types used for categorizing Requests and one of the methods that Layton ServiceDesk can use to automatically assign requests. They are also used to automatically prompt and assign which Analyst is best suited or have the appropriate skills for a particular Request. These can be entered later when the Request Types are completed, or at any time.

To input Skills select the edit button under the Skills column for the Analyst. A pop up screen will display the Request Types hierarchy and you can simply select the appropriate Skill (Request Types) for this Analyst. An Analyst can have any number of skills or Request Types but use the highest level in the tree structure possible to cover their skills. For example, a network specialist would probably have all network issues assigned to him so the Request Type Network Issues would be selected although there may be a number of sub levels or specific Request Types in the structure below Network Issues. See the Request Type section for further details.

Site

If you have defined multiple sites then you may specify at which sites analysts are by clicking the edit button in the Sites column from the Manage Analyst page. These are the sites at which the Analyst works or is responsible for manage requests from End Users at these Sites. They can be added and removed as Skills are.

Settings

This section has settings which can Disable the Analyst, set their Home Screen and page Refresh Interval which can also be set by the Analyst in the Main Menu > Settings section. Any settings changes will not take effect until they log in again. Each Analyst has a number of individual settings which are categorized in a Tab view. These are accessed through the Manage Analyst screen by clicking the Edit button Pencil.png in the Settings column for the Analyst required.

General Settings

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Setting Description
Analyst Disabled Disables the analyst. Increases the available analyst license count and removes the analyst from all other analyst lists in the system.
NTLM Login Allows analyst to login with NTLM passthrough authentication.
Product Updates Analyst will be notified when a new upgrade is released.
Auto Refresh Interval Controls the page refresh frequency of the request list view.
Home Screen Configures the page linked to by the Home buttons.
Color Sets the analyst color.

Access Restrictions

This tab contains access restrictions pertaining to the Analyst, for viewing requests, running Reports and viewing Statistics, allowing Request Ownership & Assignment, as well as other options.

Setting Description
Reports Access Controls access to the reporting module.
Statistics Access Controls access to statistics reports in the reporting module.
Assigned Problem Access Restricts access to the Problems tab.
Recurring Task Access Restricts access to recurring Tasks.
Request Assignment Restricts access to assigning Requests.
Problem Assignment Restricts access to assigning Problems.
Restrict Request Classes When set to Yes, the Analyst will not be able to view Requests in Request Classes what they have not been assigned to.
Default Group Sets the Analyst's default group.
Edit Request ListView Allows analyst to edit the Request list view.
Edit Problem ListView Allows analyst to edit the Problem list view.
Edit Survey ListView Allows analyst to edit the Survey list view.
Can Use Suspend Allows analyst to suspend Requests.
Can Set Change Approval Status Allows analyst to set Change approval status.
Dashboard Access Allows Analysts to view the Dashboard.
Assigned Request Access Controls whether the Analyst can see only their assigned Requests, the Requests assigned to their Group, or both.
Assigned Change Access Restricts access to changes.
Restrict Analyst Calendar Restricts access to calendar.
Request Ownership Restricts access on request ownership.
Change Assignment Restricts access on change assignment.
Closed Request Change Close Date Restricts access to change request close dates.
Edit Task ListView Restricts access to edit the task list view.
Edit Change ListView Restricts access to edit the change list view.
Edit Select End User ListView Restricts access to edit the end user list view.
Show Only Analyst Within Group Shows only the analyst in a shared group when making assignments.
Can Manage Change Approver List Allows analyst to manage the change approver list for changes.

Site Access

This area defines Site access restrictions for the Analyst. For example, you may want to restrict Analysts to only access Requests and Statistics at their Site. This also controls access to White Board Messaging and Incoming Email access.

Setting Value Description
Site Request Access No Restrictions Analyst can access Requests at any site.
Show and Assign Requests at Analyst Sites Only Analyst is restricted to viewing and assigning Requests at any sites to which they have been assigned.
End User Access No Restrictions Analyst can see all End Users in the system.
Show End Users at Analyst Sites Only Analyst can only see End Users that have been assigned to the same sites.
Analyst Groups Access No Restrictions Allow Analyst to see any Analyst Group.
Show Analyst Groups at Analyst Sites Only Only allow Analyst to see Analyst Groups that have been assigned the same site as the Analyst.
Analyst Priority Access No Restrictions No restrictions
Assign Priority at Analyst Sites Only
Analyst Incoming Mail Access No Incoming Mail Analyst cannot see the Incoming Mail page.
Default Incoming Mail Only Analyst can see Incoming Mail for the account configured in Email Server Settings. This is the default account.
Sites & Default Incoming Mail Analyst can see Incoming Mail for any Site accounts as well as the default account.
Sites Only Analyst can see Incoming Mail only for Sites to which he is assigned.
Asset Access No Restrictions Analyst can see all assets.
Show Assets at Analyst Sites Only Analyst can only see Assets that have been assigned the same Sites as the Analyst.
Statistics Access No Restrictions Analyst can view Statistics in the Reporting module.
Show Statistics at Analyst Sites Only Analyst can see Statistics for their assigned Sites only.
Allow Assign To Irrespective Of Site On Analyst can assign to other Analysts in any site.
Off Analyst can only assign to other Analysts in the same Sites that have been assigned to the Analyst.
Analyst Whiteboard Access No Restrictions Analyst can see all Whiteboard messages
Show Message for Analyst Sites only Analyst can see only messages that have been assigned the same Site.
Show Message for Analyst Groups Only Analyst can see only messages that have been assigned to an Analyst Group that he is part of.
Show Messge for Analyst Sites and Groups Only Analyst can see only messages that have been assigned the same Site or Analyst Group.

Comment

This tab defines Comment privileges, whether Analysts have the ability to edit, delete, make and view public/private.

Setting Description
Delete Allows an Analyst to delete Comments.
Make Public/Private Controls whether an Analyst can set a Comment to public or private. If set to No, any Comment created or imported by the Analyst will take the default system setting.
Edit Allows an Analyst to edit Comments.
Private Comments Allows an Analyst to view every private comment or only those associated with a Group to which they belong.

Escalation & Overflow

You can enter email addresses here to send out escalation notifications based on the individual analyst which are separate from the general Priority escalation configuration emails. If you enter the Analyst's own email address or that of their manager's, when a request that is assigned to this Analyst escalates it will send an email notification to this email address, in addition to the email that is sent out based on the Priority escalation email settings.

Copy Settings

To copy the settings from an Analyst to another or others, from the list view, click the Edit button Lsd btn edit 24px.png.

The Copy Analyst Settings To page will open. Check the boxes to indicate the settings that you want to copy to other Analysts.


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In the above example, all settings will be copied to Chris Dunn. The Request Classes will be copied to Jim Clark. Analyst Skills will be copied to Julia Westwood. Analyst Settings will be copied to Pete Smith.

Click the Save button Lsd btn save.png to copy the settings.

An Analyst can be created manually for the purpose of storing a set of settings. The Analyst should be disabled to remove it from the licence count. This analyst can then be used to set or reset other analysts' settings without otherwise appearing in the system.

Delete Analyst

To delete an Analyst, click the Delete button Lsd delete 16px.png in the Delete column for the Analyst. You will be asked to confirm.

Note that you can't delete an Analyst who is assigned to a request. Either reassign any requests they are associated with or consider disabling them (see General Settings above). Disabling preserves history and removes the Analyst from the pool of licenses, freeing up a license and hides them from any analyst-selection dialog.

Next article in this series: Manage Analyst Group Btn forward.png

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