Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group

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(Overview)
(Properties)
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[[File:Manage analyst group properties.png|center]]
 
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{| class="wikitable" border="1" style="margin: 1em auto 1em auto;"
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! style="background:#efefef;" width="100" | Setting
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! style="background:#ffdead;" | Description
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|-
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| Analyst Group
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| The username for the End User. This will be used to identify the End User throughout the system. Once the account has been created, the username may not be changed.
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|-
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| Escalate 1
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| End User's first name
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|-
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| Escalate 2
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| End User's last name
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|-
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| Escalate 3
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| End User's Department
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|-
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| Resolve
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| End User's Usual Site. This will be used to auto-populate the Site field in Requests submitted by the End User or by an Analyst.
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|-
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| Mail Site Group When Over Requests Assigned
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| End User's telephone number
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|-
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| Mail Analyst Group
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| End User's email address. If your '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings#Incoming|Incoming Email Settings]]''' have been configured, this will be used to automatically identify the End User who submitted the email. If '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings#Outgoing|Outgoing Email Settings]]''' have been configured, and Email Notifications have been enabled in '''[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]''', then the End User will receive Email Notifications to this email account.
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|-
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| Mail Analyst Group Every
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| End User's fax number.
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|-
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| Allow Assign To Irrespective of Site
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| Turn On to allow NTLM auto-login, Off to disable.
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|-
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| Block Email
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| Turn On to allow Auto-login, Off to disable.
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|}
  
 
=Skills=
 
=Skills=

Revision as of 15:17, 21 June 2013

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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


Setting Description
Analyst Group The username for the End User. This will be used to identify the End User throughout the system. Once the account has been created, the username may not be changed.
Escalate 1 End User's first name
Escalate 2 End User's last name
Escalate 3 End User's Department
Resolve End User's Usual Site. This will be used to auto-populate the Site field in Requests submitted by the End User or by an Analyst.
Mail Site Group When Over Requests Assigned End User's telephone number
Mail Analyst Group End User's email address. If your Incoming Email Settings have been configured, this will be used to automatically identify the End User who submitted the email. If Outgoing Email Settings have been configured, and Email Notifications have been enabled in Email Settings & Bodies, then the End User will receive Email Notifications to this email account.
Mail Analyst Group Every End User's fax number.
Allow Assign To Irrespective of Site Turn On to allow NTLM auto-login, Off to disable.
Block Email Turn On to allow Auto-login, Off to disable.

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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