Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group

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<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>
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<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst|Manage Analyst]]'''
+
<p align="right">[[File:btn_back_up.png|link=Layton ServiceDesk - Settings - Company Structure - Manage Analyst]] [[Layton ServiceDesk - Settings - Company Structure - Manage Analyst |<u>Previous article in this series: ''Manage Analyst''</u>]]</p>
 
+
 
=Overview=
 
=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 '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#Access_Restrictions|Administration > Manage Analyst > Access Restrictions > Default Group]]'''. The Analyst's default group will auto-populate when the Analyst is assigned a Request.
+
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 '''[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst#Access_Restrictions|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:
+
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 page:
  
  
[[File:Manage analyst group panel.png|center]]
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[[File:Manage analyst group 01.png|center|link=]]
  
 
=Properties=
 
=Properties=
The Analyst Group Properties allow for the configuration of the Analyst Group name, as well as several settings related to email notifications.
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The Analyst Group Properties allow for the configuration of the Analyst Group name, as well as several settings related to escalations and email notifications.
  
[[File:Manage analyst group properties.png|center]]
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[[File:Manage analyst group properties.png|center|link=]]
  
 +
==Analyst Group==
 +
The name of the Analyst Group.
  
{| class="wikitable" border="1" style="margin: 1em auto 1em auto;"
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==Escalate 1==
! style="background:#efefef;" width="300" | Setting
+
Number of hours until Requests assigned to the Analyst Group will be escalated to level 1.
! style="background:#ffdead;" | Description
+
|-
+
| Analyst Group
+
| Specify the name of the Analyst Group
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|-
+
| 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
+
|-
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| Resolve
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| Number of hours until Requests assigned to the Analyst Group will reach expiration
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|-
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| Mail Site Group When Over Requests Assigned
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|
+
|-
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| Mail Analyst Group
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| The email notification will be sent to the Analyst Group specified
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|-
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| Mail Analyst Group Every
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| The email notification may be scheduled to send on an interval based on the number of days specified
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|-
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| Allow Assign To Irrespective of Site
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|
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|-
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| Block Email
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| Enable to block email notifications sent to the Analyst Group
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|}
+
  
=Skills=
+
==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.
  
[[File:Manage analyst group skills.png|center]]
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==Resolve==
 +
Number of hours until Requests assigned to the Analyst Group will reach expiration.
  
 +
==Mail Site Group When Over X Requests Assigned==
 +
The group will be emailed when the specified number of Requests are assigned. This can be used to reduce the number of email notifications being sent when many Requests are being created in a short time.
  
=Analyst=
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==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.
  
[[File:Manage analyst group analyst.png|center]]
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==Allow Assign To Irrespective of Site==
 +
When enabled, the site will be ignored in automatic assignments.
  
 +
==Block Email==
 +
Enable to block email notifications sent to the Analyst Group. This will override the '''[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies#Request Escalation|Request Escalation notification setting]]'''.
 +
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
  
=Site=
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=Skills=
 +
Similar to '''[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst#Skills|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 '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]'''.
  
 +
[[File:Manage analyst group skills.png|center|link=]]
 +
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
 +
=Analyst=
 +
The Analyst Group's Analysts are selected here.
  
[[File:Manage analyst group site.png|center]]
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[[File:Manage analyst group analyst.png|center|link=]]
  
 +
=Site=
 +
This is where Sites are associated with the Analyst Group.
  
 +
[[File:Manage analyst group site.png|center|link=]]
 +
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
 
=Settings=
 
=Settings=
 +
To change the settings of an Analyst Group, click the Edit button [[File:Lsd btn edit 24px.png|link=]] in the Settings column for the Group. The Settings page will appear.
 +
 
==General Settings==
 
==General Settings==
 +
[[File:Manage analyst group stgs gen stgs.png|center|link=]]
  
 +
===Analyst Group Disabled===
 +
This setting determines whether the Analyst Group will appear in selection dialogs. Disable a group instead of deleting it to preserve historical data.
  
[[File:Manage analyst group general settings.png|center]]
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===NTLM Login===
 +
Allows the Analyst Group to login with NTLM passthrough authentication.
  
 +
===Product Updates===
 +
The Analyst Group can 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 button.
 +
 +
===Color===
 +
Sets the Analyst Group color used in '''[[Layton ServiceDesk™ - Dashboard|Dashboard]]'''. This overrides the global setting in '''[[Layton ServiceDesk™ - Settings - System Settings - Application Settings#Analyst Default Color|Application Settings > Analyst Default Color]]''' so that individual Analyst Groups can be represented by specific colors.
 +
 +
To clear the color so that the global setting will apply, click the palette menu and click the ''no color'' button:
 +
 +
[[File:Lsd mge analyst stgs gen stgs02.png|link=]]
  
 
==Access Restrictions==
 
==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.
  
  
[[File:Manage analyst group access restrictions.png|center]]
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[[File:Manage analyst group stgs acc restrict.png|center|link=]]
  
  
==Site Access==
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===Reports Access===
 +
Controls access to the reporting module.
  
 +
===Statistics Access===
 +
Controls access to statistics reports in the reporting module.
  
[[File:Manage analyst group site access.png|center]]
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===Assigned Problem Access===
 +
Restricts access to the Problems tab.
  
 +
===Recurring Task Access===
 +
Restricts access to recurring Tasks.
  
==Comment==
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===Request Assignment===
 +
*No Restrictions: Can assign to others and take assignment.
 +
*Can't Assign: Cannot assign to others, can't take assignment. Requests have to be assigned to the Analyst.
 +
*Take Only: Can take assignments, but cannot assign to others.
  
 +
===Problem Assignment===
 +
Restricts access to assigning Problems.
  
[[File:Manage analyst group comment.png|center]]
+
===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.
 +
 +
*No Restrictions: Can assign ownership to others and take ownership.
 +
*Can't Assign: Cannot assign ownership to others, can't take ownership. Requests have to be assigned ownership to the Analyst.
 +
*Take Only: Can take ownership, but cannot assign ownership to others.
 +
 +
===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===
 +
Restricts the available analysts in the assign to analyst dialog to display only the analysts in the request's currently selected analyst group.
 +
 +
===Can Manage Change Approver List===
 +
Allows analyst to manage the change approver list for changes.
 +
 +
==Site Access==
 +
[[File:Manage analyst group stgs site access.png|center|link=]]
 +
 +
==Comment==
 +
[[File:Manage analyst group stgs comment.png|center|link=]]
 +
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
 
==Escalation & Overflow==
 
==Escalation & Overflow==
 +
[[File:Lsd mng analyst group stgs escalation overflow.png|center|link=]]
  
 +
==Analyst Group==
 +
The name of the Analyst Group.
  
[[File:Manage analyst group escalation overflow.png|center]]
+
==Escalation 1==
 +
Number of hours until Requests assigned to the Analyst Group will be escalated to level 1.
  
 +
==Escalation 2==
 +
Number of hours until Requests assigned to the Analyst Group will be escalated to level 2.
  
=Copy Settings=
+
==Escalation 3==
 +
Number of hours until Requests assigned to the Analyst Group will be escalated to level 3.
  
 +
==Missed Resolve==
 +
Number of hours until Requests assigned to the Analyst Group will reach expiration.
  
[[File:Manage analyst group copy settings.png|center]]
+
==Mail Analyst Group==
 +
The Analyst Group that will be sent an email notification on escalation.
 +
 
 +
==Mail Analyst Group Every==
 +
The interval, based on the number of days, on which the Analyst Group will be sent an email notification.
 +
 
 +
==Mail Analyst Group When Over X Request Assigned ==
 +
The group will be emailed when the specified number of Requests are assigned. This can be used to reduce the number of email notifications being sent when many Requests are being created in a short time.
 +
 
 +
=Copy Settings=
 +
[[File:Manage analyst group copy stgs.png|center|link=]]
  
 +
=Delete=
 +
Click the Delete button [[File:Lsd delete 16px.png|link=]] to delete an Analyst Group. If the group is assigned to any Requests, you won't be able to delete it until the associated Requests have been reassigned to a different group.
  
Next article in this series: '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]'''
+
Consider '''[[#Analyst Group Disabled|disabling the Analyst Group]]''' instead of deleting it.
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>
+
<p align="right">[[Layton ServiceDesk - Settings - Company Structure - Manage End User |<u>Next article in this series: ''Manage End User''</u>]] [[File:Btn forward.png|link=Layton ServiceDesk - Settings - Company Structure - Manage End User]]</p>
 +
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>

Revision as of 04:43, 16 August 2016

Btn back up.png Back to Contents

Btn back up.png 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 page:


Manage analyst group 01.png

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

Analyst Group

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 X Requests Assigned

The group will be emailed when the specified number of Requests are assigned. This can be used to reduce the number of email notifications being sent when many Requests are being created in a short time.

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

When enabled, the site will be ignored in automatic assignments.

Block Email

Enable to block email notifications sent to the Analyst Group. This will override the Request Escalation notification setting.

Btn back up.png Back to Contents

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

Btn back up.png Back to Contents

Analyst

The Analyst Group's Analysts are selected here.

Manage analyst group analyst.png

Site

This is where Sites are associated with the Analyst Group.

Manage analyst group site.png

Btn back up.png Back to Contents

Settings

To change the settings of an Analyst Group, click the Edit button Lsd btn edit 24px.png in the Settings column for the Group. The Settings page will appear.

General Settings

Manage analyst group stgs gen stgs.png

Analyst Group Disabled

This setting determines whether the Analyst Group will appear in selection dialogs. Disable a group instead of deleting it to preserve historical data.

NTLM Login

Allows the Analyst Group to login with NTLM passthrough authentication.

Product Updates

The Analyst Group can 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 button.

Color

Sets the Analyst Group color used in Dashboard. This overrides the global setting in Application Settings > Analyst Default Color so that individual Analyst Groups can be represented by specific colors.

To clear the color so that the global setting will apply, click the palette menu and click the no color button:

Lsd mge analyst stgs gen stgs02.png

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.


Manage analyst group stgs acc restrict.png


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

  • No Restrictions: Can assign to others and take assignment.
  • Can't Assign: Cannot assign to others, can't take assignment. Requests have to be assigned to the Analyst.
  • Take Only: Can take assignments, but cannot assign to others.

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.

  • No Restrictions: Can assign ownership to others and take ownership.
  • Can't Assign: Cannot assign ownership to others, can't take ownership. Requests have to be assigned ownership to the Analyst.
  • Take Only: Can take ownership, but cannot assign ownership to others.

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

Restricts the available analysts in the assign to analyst dialog to display only the analysts in the request's currently selected analyst group.

Can Manage Change Approver List

Allows analyst to manage the change approver list for changes.

Site Access

Manage analyst group stgs site access.png

Comment

Manage analyst group stgs comment.png

Btn back up.png Back to Contents

Escalation & Overflow

Lsd mng analyst group stgs escalation overflow.png

Analyst Group

The name of the Analyst Group.

Escalation 1

Number of hours until Requests assigned to the Analyst Group will be escalated to level 1.

Escalation 2

Number of hours until Requests assigned to the Analyst Group will be escalated to level 2.

Escalation 3

Number of hours until Requests assigned to the Analyst Group will be escalated to level 3.

Missed Resolve

Number of hours until Requests assigned to the Analyst Group will reach expiration.

Mail Analyst Group

The Analyst Group that will be sent an email notification on escalation.

Mail Analyst Group Every

The interval, based on the number of days, on which the Analyst Group will be sent an email notification.

Mail Analyst Group When Over X Request Assigned

The group will be emailed when the specified number of Requests are assigned. This can be used to reduce the number of email notifications being sent when many Requests are being created in a short time.

Copy Settings

Manage analyst group copy stgs.png

Delete

Click the Delete button Lsd delete 16px.png to delete an Analyst Group. If the group is assigned to any Requests, you won't be able to delete it until the associated Requests have been reassigned to a different group.

Consider disabling the Analyst Group instead of deleting it.

Next article in this series: Manage End User Btn forward.png

Btn back up.png Back to Contents

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