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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