Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group

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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

Manage analyst group properties.png


Skills

Manage analyst group skills.png


Analyst

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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