Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group

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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:
 
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:
  
 
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[[File:Manage analyst group panel.png|center|link=]]
[[File:Manage analyst group panel.png|center]]
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=Properties=
 
=Properties=
 
The Analyst Group Properties allow for the configuration of the Analyst Group name, as well as several settings related to escalations and email notifications.
 
The Analyst Group Properties allow for the configuration of the Analyst Group name, as well as several settings related to escalations and email notifications.
  
[[File:Manage analyst group properties.png|center]]
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[[File:Manage analyst group properties.png|center|link=]]
 
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Similar to '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#Skills|Analyst Skills]]''', this is where Skills are configured to link the Analyst Group to specific Request Types. This will allow for the distribution of Requests based on any Analyst Group Skill Load Balancing settings in '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]'''.  
 
Similar to '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#Skills|Analyst Skills]]''', this is where Skills are configured to link the Analyst Group to specific Request Types. This will allow for the distribution of Requests based on any Analyst Group Skill Load Balancing settings in '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]'''.  
  
 
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[[File:Manage analyst group skills.png|center|link=]]
[[File:Manage analyst group skills.png|center]]
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=Analyst=
 
=Analyst=
 
The Analyst Group's Analysts are selected here.
 
The Analyst Group's Analysts are selected here.
  
 
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[[File:Manage analyst group analyst.png|center|link=]]
[[File:Manage analyst group analyst.png|center]]
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=Site=
 
=Site=
 
This is where Sites are associated with the Analyst Group.
 
This is where Sites are associated with the Analyst Group.
  
 
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[[File:Manage analyst group site.png|center|link=]]
[[File:Manage analyst group site.png|center]]
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=Settings=
 
=Settings=
 
==General Settings==
 
==General Settings==
 
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[[File:Manage analyst group general settings.png|center|link=]]
 
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[[File:Manage analyst group general settings.png|center]]
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==Access Restrictions==
 
==Access Restrictions==
 
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[[File:Manage analyst group access restrictions.png|center|link=]]
 
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[[File:Manage analyst group access restrictions.png|center]]
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==Site Access==
 
==Site Access==
 
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[[File:Manage analyst group site access.png|center|link=]]
 
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[[File:Manage analyst group site access.png|center]]
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==Comment==
 
==Comment==
 
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[[File:Manage analyst group comment.png|center|link=]]
 
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[[File:Manage analyst group comment.png|center]]
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==Escalation & Overflow==
 
==Escalation & Overflow==
 
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[[File:Manage analyst group escalation overflow.png|center|link=]]
 
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[[File:Manage analyst group escalation overflow.png|center]]
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=Copy Settings=
 
=Copy Settings=
 
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[[File:Manage analyst group copy settings.png|center|link=]]
 
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[[File:Manage analyst group copy settings.png|center]]
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Next article in this series: '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]'''
 
Next article in this series: '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]'''
 
<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 ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>

Revision as of 00:39, 30 August 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

The Analyst Group Properties allow for the configuration of the Analyst Group name, as well as several settings related to escalations and email notifications.

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

Similar to Analyst Skills, this is where Skills are configured to link the Analyst Group to specific Request Types. This will allow for the distribution of Requests based on any Analyst Group Skill Load Balancing settings in Auto Assignment Options.

Manage analyst group skills.png

Analyst

The Analyst Group's Analysts are selected here.

Manage analyst group analyst.png

Site

This is where Sites are associated with the Analyst Group.

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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