Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group

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The Analyst Group's Analysts are selected here.
  
 
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Revision as of 19:08, 21 June 2013

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Previous article in this series: Manage Analyst

Contents

Overview

Analyst Groups are defined and configured in Administration > Company Structure > Manage Analyst Groups. The required Analysts for each Group are added by selecting the Edit button on the Analyst column on the Manage Analyst Group panel. An Analyst can belong to multiple Analyst Groups, and each Analyst may be assigned a default group in Administration > Manage Analyst > Access Restrictions > Default Group. The Analyst's default group will auto-populate when the Analyst is assigned a Request.

Analyst Group Skills are used in the same way as Analyst Skills and are usually required if Requests will be assigned to Groups as opposed to individual Analysts. See the Analyst Groups and Request Assignment sections of the System Concepts chapter for details on how they are used. To define Group Skills, select the Edit button under the Skills column on the Manage Analyst Groups panel below:


Properties

The Analyst Group Properties allow for the configuration of the Analyst Group name, as well as several settings related to escalations and email notifications.

Manage analyst group properties.png


Setting Description
Analyst Group Specify the name of the Analyst Group
Escalate 1 Number of hours until Requests assigned to the Analyst Group will be escalated to level 1
Escalate 2 Number of hours until Requests assigned to the Analyst Group will be escalated to level 2
Escalate 3 Number of hours until Requests assigned to the Analyst Group will be escalated to level 3
Resolve Number of hours until Requests assigned to the Analyst Group will reach expiration
Mail Site Group When Over Requests Assigned
Mail Analyst Group The email notification will be sent to the Analyst Group specified
Mail Analyst Group Every The email notification may be scheduled to send on an interval based on the number of days specified
Allow Assign To Irrespective of Site
Block Email Enable to block email notifications sent to the Analyst Group

Skills

Similar to Analyst Skills, this is where Skills are configured to link the Analyst Group to specific Request Types. This will allow for the distribution of Requests based on any Analyst Group Skill Load Balancing settings in Auto Assignment Options.


Manage analyst group skills.png

Analyst

The Analyst Group's Analysts are selected here.

Manage analyst group analyst.png

Site

Manage analyst group site.png


Settings

General Settings


Access Restrictions


Site Access


Comment


Escalation & Overflow


Copy Settings


Next article in this series: Manage End User

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