Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group

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Previous article in this series: Manage Analyst

Overview

Define any Analyst Groups that are required in Administration > Company Structure > Manage Analyst Groups. Then add the required Analysts for each Group by selecting the Edit button on the Analyst column on the Manage Analyst Group form. An Analyst can belong to more than one Group but one of these groups can be the default group that will be automatically filled in when the user is assigned a request.

Analyst Group Skills are used in the same way as Analyst Skills and are only really necessary 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 form.

File:Manage analyst group panel.png

Properties

Skills

Analyst

Site

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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