Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group
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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
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
Analyst
Site
Settings
General Settings
Access Restrictions
Site Access
Comment
Escalation & Overflow
Copy Settings
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