Layton ServiceDesk - Configuring the System - Analyst, Analyst Groups & CAB Groups
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| − | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton | + | <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">[[File:btn_back_up.png|link=Layton ServiceDesk - Configuring the System - Introduction]] [[Layton ServiceDesk - Configuring the System - Introduction |<u>Previous article in this series: ''Configuring the System > Introduction''</u>]]</p> | ||
=Managing Users= | =Managing Users= | ||
The first step is to decide how the support staff will be organized and whether Analyst Groups will be implemented or not. | The first step is to decide how the support staff will be organized and whether Analyst Groups will be implemented or not. | ||
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Alternatively, you may choose to use multiple Analyst Groups, such as Network Group, Hardware Support Group, Software Support Group, Training Group, and even a third party or Supplier Group(s), etc. Any number of Groups may be defined and then Analysts assigned against their relative Groups. | Alternatively, you may choose to use multiple Analyst Groups, such as Network Group, Hardware Support Group, Software Support Group, Training Group, and even a third party or Supplier Group(s), etc. Any number of Groups may be defined and then Analysts assigned against their relative Groups. | ||
| − | To add, delete, and modify existing Analysts, go to '''[[Layton | + | To add, delete, and modify existing Analysts, go to '''[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst|Administration > Company Structure > Manage Analyst]]'''. Here, you can manage Analyst Skills, Sites, Request Class access, and other various settings. |
| − | Analyst Groups are managed in '''[[Layton | + | Analyst Groups are managed in '''[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group|Manage Analyst Group]]'''. This is where Analysts are added to Groups and Analyst Group settings are configured. |
| − | To manage CAB Groups, go to '''[[Layton | + | To manage CAB Groups, go to '''[[Layton ServiceDesk - Settings - Company Structure - Manage CAB Group|Administration > Company Structure > Manage CAB Group]]'''. Groups may be configured with the required Analysts here. |
| − | + | <p align="right">[[Layton ServiceDesk - Configuring the System - End Users |<u>Next article in this series: ''Configuring the System > End Users''</u>]] [[File:Btn forward.png|link=Layton ServiceDesk - Configuring the System - End Users]]</p> | |
| − | [[Layton | + | <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">[[File:btn_back_up.png|link=User Guide for Layton | + | |
Latest revision as of 05:03, 30 August 2017
Previous article in this series: Configuring the System > Introduction
[edit] Managing Users
The first step is to decide how the support staff will be organized and whether Analyst Groups will be implemented or not.
A simple system may well have only one level of support staff and no Analysts Groups. Therefore, you may choose to not use any Groups at all, or simply create one Analyst Group that all Analysts will be a member of, e.g. Help Desk. Requests may still be assigned to other Analysts and escalation procedures used, as required.
Alternatively, you may choose to use multiple Analyst Groups, such as Network Group, Hardware Support Group, Software Support Group, Training Group, and even a third party or Supplier Group(s), etc. Any number of Groups may be defined and then Analysts assigned against their relative Groups.
To add, delete, and modify existing Analysts, go to Administration > Company Structure > Manage Analyst. Here, you can manage Analyst Skills, Sites, Request Class access, and other various settings.
Analyst Groups are managed in Manage Analyst Group. This is where Analysts are added to Groups and Analyst Group settings are configured.
To manage CAB Groups, go to Administration > Company Structure > Manage CAB Group. Groups may be configured with the required Analysts here.
Next article in this series: Configuring the System > End Users 
