Managing Users

The first step is to decide how the support staff will be organized and whether Analyst Groups will be implemented.

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 classify all Analysts against one Group, e.g. Help Desk. Requests can still be assigned to other Analysts and escalation procedures used, as required.

Alternatively, you may choose to use 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 can be defined and then Analysts assigned against their relative Groups.