Layton ServiceDesk - Settings - Company Structure - Manage Company
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− | Most ServiceDesks generally provide support services for End Users within their own organization | + | =Overview= |
+ | Most ServiceDesks generally provide support services for End Users within their own organization. However, if your ServiceDesk will be providing support services to external or third party companies, Layton ServiceDesk has the ability to create multiple Company identities, then End Users may be assigned to their respective companies. The default Layton ServiceDesk installation has the Company Level feature disabled. If your ServiceDesk will be providing support to external or third party companies, then you can turn on the '''[[Layton ServiceDesk™ - Settings - System Settings - Application Settings#Company Level|Company Level]]''' in '''Administration > System Settings > Application Settings'''. Once this is turned on, you may define the Companies under Administration > Company Structure > Manage Company. | ||
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+ | [[File:Manage company panel.png|center]] | ||
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+ | =Properties= | ||
+ | Companies are defined using a single identifier which must be unique. The default Company properties consist of the Company Id and the Company's contact information. | ||
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+ | [[File:Manage company properties.png|center]] | ||
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+ | The Company field provides a selection tool to find the Company that will be associated with the Site. The Site field is a free-type query box which allows you to enter the name of the Site. Like most forms in ServiceDesk, this can be modified to include more fields to meet the needs of your organization. User-defined fields must first be added in '''[[Layton ServiceDesk™ - Configuring the System - Data Design|Administration > Data Design > Site Data]]''', then they may be added to the form in '''[[Layton ServiceDesk™ - Settings - Form Design - Site|Administration > Form Design > Site]]'''. | ||
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+ | =Settings= | ||
+ | The Site settings provide options for email notification settings. | ||
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+ | [[File:Manage company settings.png|center]] | ||
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+ | {| class="wikitable" border="1" style="margin: 1em auto 1em auto;" | ||
+ | ! style="background:#efefef;" width="200" | Setting | ||
+ | ! style="background:#ffdead;" | Description | ||
+ | |- | ||
+ | | Mail Analyst Group When Over Requests Assigned | ||
+ | | When the number of Requests associated with this Site is greater than this specified value, an email is sent to the Analyst Group specified below | ||
+ | |- | ||
+ | | Mail Analyst Group | ||
+ | | The email notification will be sent to this Analyst Group | ||
+ | |- | ||
+ | | Mail Analyst Group Every | ||
+ | | The email notification may be scheduled to send on an interval based on the number of days specified | ||
+ | |} | ||
+ | |||
+ | =Working Hours= | ||
+ | |||
+ | The Site-specific Working Hours allows for a granular configuration of working hours in your organization. To specify the Working Hours, a start time and an end time is entered for each day of the week: | ||
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+ | [[File:Manage company working hours.png|center]] | ||
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+ | The Priority/SLA time only elapses during Working Hours, given there are no scheduled '''[[#Closed Period|Closed Periods]]''' during that time. Any Request submitted will have Priority/SLA escalation levels working within the End User Site's Working Hours setting. The Site-specific Working Hours will supersede the global '''[[Layton ServiceDesk™ - General Settings - Default Working Hours|Default Working Hours]]'''. If your organization spans multiple time zones, then it can be beneficial to use Site-specific Working Hours settings, as the global Default Working Hours will not apply to everyone. | ||
+ | |||
+ | =Closed Periods= | ||
+ | Combined with '''[[#Working Hours|Working Hours]]''', Closed Periods control the Site's office hours. Any hours that fall within a scheduled Closed Period will not count against the Requests' Priority/SLA times. | ||
+ | |||
+ | [[File:Manage company closed periods.png|center]] | ||
+ | |||
+ | =Email= | ||
+ | The optional email setting provides for the configuration of unique email server settings for each Site in your ServiceDesk. Please refer to the global '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]''' for a detailed description of the ServiceDesk email configuration process. | ||
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+ | [[File:Manage company email.png|center]] | ||
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+ | |||
+ | The Site-specific email configuration allows for custom email server connection information specific to each Site. All settings are inherited from the global '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]''' until they are customized, then the Site-specific configuration will take precedence. This includes the Auto Import settings, which default to ''Inherited'', but they may also be turned ''On'' or ''Off''. | ||
+ | |||
+ | =Delete= | ||
+ | Use the delete button to remove a Site that is no longer in use. |
Revision as of 17:39, 14 June 2013
Contents |
Overview
Most ServiceDesks generally provide support services for End Users within their own organization. However, if your ServiceDesk will be providing support services to external or third party companies, Layton ServiceDesk has the ability to create multiple Company identities, then End Users may be assigned to their respective companies. The default Layton ServiceDesk installation has the Company Level feature disabled. If your ServiceDesk will be providing support to external or third party companies, then you can turn on the Company Level in Administration > System Settings > Application Settings. Once this is turned on, you may define the Companies under Administration > Company Structure > Manage Company.
Properties
Companies are defined using a single identifier which must be unique. The default Company properties consist of the Company Id and the Company's contact information.
The Company field provides a selection tool to find the Company that will be associated with the Site. The Site field is a free-type query box which allows you to enter the name of the Site. Like most forms in ServiceDesk, this can be modified to include more fields to meet the needs of your organization. User-defined fields must first be added in Administration > Data Design > Site Data, then they may be added to the form in Administration > Form Design > Site.
Settings
The Site settings provide options for email notification settings.
Setting | Description |
---|---|
Mail Analyst Group When Over Requests Assigned | When the number of Requests associated with this Site is greater than this specified value, an email is sent to the Analyst Group specified below |
Mail Analyst Group | The email notification will be sent to this Analyst Group |
Mail Analyst Group Every | The email notification may be scheduled to send on an interval based on the number of days specified |
Working Hours
The Site-specific Working Hours allows for a granular configuration of working hours in your organization. To specify the Working Hours, a start time and an end time is entered for each day of the week:
The Priority/SLA time only elapses during Working Hours, given there are no scheduled Closed Periods during that time. Any Request submitted will have Priority/SLA escalation levels working within the End User Site's Working Hours setting. The Site-specific Working Hours will supersede the global Default Working Hours. If your organization spans multiple time zones, then it can be beneficial to use Site-specific Working Hours settings, as the global Default Working Hours will not apply to everyone.
Closed Periods
Combined with Working Hours, Closed Periods control the Site's office hours. Any hours that fall within a scheduled Closed Period will not count against the Requests' Priority/SLA times.
The optional email setting provides for the configuration of unique email server settings for each Site in your ServiceDesk. Please refer to the global Email Server Settings for a detailed description of the ServiceDesk email configuration process.
The Site-specific email configuration allows for custom email server connection information specific to each Site. All settings are inherited from the global Email Server Settings until they are customized, then the Site-specific configuration will take precedence. This includes the Auto Import settings, which default to Inherited, but they may also be turned On or Off.
Delete
Use the delete button to remove a Site that is no longer in use.