Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group

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|-
 
| Analyst Group
 
| 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.
+
| Specify the name of the Analyst Group
 
|-
 
|-
 
| Escalate 1
 
| Escalate 1
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| End User's first name
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| Number of hours until Requests assigned to the Analyst Group will be escalated to level 1
 
|-
 
|-
 
| Escalate 2
 
| Escalate 2
−
| End User's last name
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| Number of hours until Requests assigned to the Analyst Group will be escalated to level 2
 
|-
 
|-
 
| Escalate 3
 
| Escalate 3
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| End User's Department
+
| Number of hours until Requests assigned to the Analyst Group will be escalated to level 3
 
|-
 
|-
 
| Resolve
 
| 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.
+
| Number of hours until Requests assigned to the Analyst Group will reach expiration
 
|-
 
|-
 
| Mail Site Group When Over Requests Assigned
 
| Mail Site Group When Over Requests Assigned
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| End User's telephone number
+
|
 
|-
 
|-
 
| Mail Analyst Group
 
| 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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| The email notification will be sent to the Analyst Group specified
 
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|-
 
| Mail Analyst Group Every
 
| Mail Analyst Group Every
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| End User's fax number.
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| The email notification may be scheduled to send on an interval based on the number of days specified
 
|-
 
|-
 
| Allow Assign To Irrespective of Site
 
| Allow Assign To Irrespective of Site
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| Turn On to allow NTLM auto-login, Off to disable.
+
|  
 
|-
 
|-
 
| Block Email
 
| Block Email
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| Turn On to allow Auto-login, Off to disable.
+
| Enable to block email notifications sent to the Analyst Group
 
|}
 
|}
  

Revision as of 18:07, 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:


File:Manage analyst group panel.png

Properties

Manage analyst group properties.png


Setting Description
Analyst Group Specify the name of the Analyst Group
Escalate 1 Number of hours until Requests assigned to the Analyst Group will be escalated to level 1
Escalate 2 Number of hours until Requests assigned to the Analyst Group will be escalated to level 2
Escalate 3 Number of hours until Requests assigned to the Analyst Group will be escalated to level 3
Resolve Number of hours until Requests assigned to the Analyst Group will reach expiration
Mail Site Group When Over Requests Assigned
Mail Analyst Group The email notification will be sent to the Analyst Group specified
Mail Analyst Group Every The email notification may be scheduled to send on an interval based on the number of days specified
Allow Assign To Irrespective of Site
Block Email Enable to block email notifications sent to the Analyst Group

Skills

Manage analyst group skills.png


Analyst

Manage analyst group analyst.png


Site

Manage analyst group site.png


Settings

General Settings

File:Manage analyst group general settings.png


Access Restrictions

File:Manage analyst group access restrictions.png


Site Access

File:Manage analyst group site access.png


Comment

File:Manage analyst group comment.png


Escalation & Overflow

File:Manage analyst group escalation overflow.png


Copy Settings

File:Manage analyst group copy settings.png


Next article in this series: Manage End User

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