A Workgroup is a group of members in a Tenant or a unit in an organization who are authorized to perform a specific set of business activities. You can add and modify Workgroup details for a Tenant.
To Configure Workgroups:
- Select Admin > Basic > Infrastructure > Workgroup.
- On the WORKGROUP page, click ADD NEW on the ACTIONS panel. Type in the new Workgroup details. For more information about the fields on the WORKGROUP page, see Field Description.
- Click SUBMIT. A new Workgroup is added.
Figure: WORKGROUP page
Field Description
The following table describes the fields on the WORKGROUP page:
Field | Description |
|---|---|
DETAILS | |
Workgroup Name | Type in a name for the Workgroup. |
Parent Workgroup | If selected, the workgroup specified in the Workgroup Name field becomes the child Workgroup of the selected Parent Workgroup.
|
Owner | Type in the name of the person who heads the Workgroup. To search for a user, click the Search icon. |
Master Workgroup | Select this check box to define a Workgroup as a Master Workgroup. For any Tenant, you can define one or more Workgroups as Master Workgroup. Analysts who are members of a Master Workgroup can edit Incidents of all the Workgroups. For example, in a Help Desk, the first level of support responding to the queries of the End Users is given access to the Master Workgroup so that they can update the Incidents belonging to any Workgroup. |
Alternate Workgroup | Select an alternate Workgroup from the drop-down to execute during off-hours and holidays configured for default workgroup. |
ENABLE WORKGROUP FOR | |
Change Management, CMDB, Release Management | Select this check box to enable the availability of this Workgroup in the Change Management, CMDB, and Release Management modules. If you select the check box, the Add Additional Owner field is displayed. |
Add Additional Owner | Select this check box to add additional owner(s) for the Workgroups. To search for a user, click the Search icon. The added users are displayed Additional Owners table. |
Service Request Management | If selected, this Workgroup becomes an available option on all the pages of the Service Management module. |
Incident Management & Problem Management | If selected, this Workgroup becomes an available option on all the pages of the Incident Management and Problem Management modules. |
Show in Log New Incident Page | Select this check box to indicate that the Workgroup you are adding to be listed in the Workgroup list on the LOG NEW INCIDENT page. Selecting this check box also enables the Workgroup Display Name option. You can edit the Workgroup Display Name, if required. By default, the Workgroup name is displayed as Workgroup Display Name. |
Workgroup Display Name | Specify the display label for a Workgroup. |
E-mail Workgroup on Incident Resolution | Select the check box to send e-mail update to Workgroup Analysts when the incident is resolved. |
| Enable Manual Incident Closure | If selected, the Analyst needs to manually close the Incident irrespective of the Tenant level configuration (see: Tenant page). Note: Enable Manual Incident Closure configuration done at Category level will be overridden with Incident Closing Mode configuration done on Business Rule page, when that business rule gets executed for the incident. Incident closure will be based on the defined business rule. |
E-mail Workgroup on Service Request Resolution | Select the check box to send an e-mail notification to the Workgroup Analysts when the Service Request is resolved. |
| Enable Manual Service Request Closure | If selected, the Analyst needs to manually close the Service Request irrespective of the Tenant level configuration (see: Tenant page). |
SLA Alerts | Select this check box to specify that the Workgroup Owner must be notified when the SLA requirements (Response and Resolution) are not met by any of the Workgroup member. |
Response Alert 50% | Select this check box to notify the Workgroup Owner when the total response time agreed in SLA exceeds 50%. |
Response Alert 75% | Select this check box to notify the Workgroup Owner when the total response time agreed in SLA exceeds 75%. |
Response Alert 100% | Select this check box to notify the Workgroup Owner when the total response time agreed in SLA exceeds 100%. |
Resolution Alert 50% | Select this check box to notify the Workgroup Owner when the total resolution time agreed in SLA exceeds 50%. |
Resolution Alert 75% | Select this check box to notify the Workgroup Owner when the total resolution time agreed in SLA exceeds 75%. |
Resolution Alert 100% | Select this check box to notify the Workgroup Owner when the total resolution time agreed in SLA exceeds 100%. |
From Name | Type in the Sender’s name to be displayed to the Users when they receive an e-mail. |
From E-mail ID for User E-mails | Specify the e-mail id which will be used to display the Sender’s email address in user’s inbox. It is used to mask the original email address. It will override the actual email address specified in the SMTP settings. |
Call Management | If selected, the Workgroup becomes enabled and available under Workgroup drop-down list on the Call Management module. |
| Notify Workgroup Owner for Incident | If selected, the Workgroup Owner is notified when this Workgroup and the Assigned Analyst are changed on the INCIDENT ID page. Additionally, in order to notify Workgroup owner(s), the Notify Workgroup Owner(s) for Incident Reassignment checkbox must be enabled on the TENANT page. For more information, see Configuring Incident Management Module. |
| Notify Workgroup Owner for Service Request | If selected, the Workgroup Owner is notified when this Workgroup and the Assigned Analyst are changed on the SERVICE REQUEST DETAIL page. Additionally, in order to notify Workgroup owner(s), the Notify Workgroup Owner(s) for SR Reassignment checkbox must be enabled on the TENANT page. For more information, see Configuring Service Request Management Module. |
| Enable Live Agent Transfer | If selected, the Live Agent Transfer icon is displayed on the Quick Action Bar to the Analysts for the selected Workgroup at the selected Locations. For more information about Live Agent Transfer, see SummitAI for ITSM Online Help. Note: To enable this Live Agent Transfer option, the Enable Assistant check box should be enabled on the APPLICATION SETTINGS page (see: Configuring Application Settings). |
User Name | Type in a dedicated SMTP (Simple Mail Transfer Protocol) that user wants to use for a workgroup. This SMTP will override the common SMTP configured for application. |
Password | Type in a Password for the Username used for that SMTP to be used. |
Confirm Password | Specify the password again to confirm. |
Locations |
|
Default | Select this check box to specify this Workgroup as the default Workgroup, which means that this Workgroup will be available as a default selection on the other pages of the application. |
Active | Indicates the status of the Workgroup.
|
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the WORKGROUP page.
Click SHOW LIST to display the LIST table showing all the Workgroups configured in the SummitAI application for the selected Tenant.
Figure: WORKGROUP page: List of Workgroups
- To edit a Workgroup, click the Workgroup Name. Make appropriate changes and click SUBMIT.
- To display the inactive Workgroups, click the Include Inactive check box.
- Workgroup ID column in the LIST table displays the ID associated with every configuration.
Workgroup ID will help analysts with handy information, especially when managing the API calls during the integration of SummitAI with third-party application.
Note:
- When the Workgroups are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to add a new Workgroup.
- You can configure multiple Workgroup and Workgroup Location by using the IMPORT function. Upon clicking IMPORT or IMPORT WORKGROUP LOCATION, you are redirected to the MASTERS IMPORT page, where you can download the Microsoft Excel template and fill the required data to add on the WORKGROUP page (see: Importing Master Template).
The SHOW SUB WORKGROUP icon is displayed on the ACTIONS panel only when the Parent Workgroup is configured for the selected Workgroup. Click SHOW SUB WORKGROUP to display the LIST table showing all the Sub Workgroups in the SummitAI application for the selected parent workgroup.
Figure: WORKGROUP page: List of Sub Workgroups
Note:
- When the sub Workgroups are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to add a new Sub Workgroup.
- You can configure multiple Sub Workgroup and Sub Workgroup Location by using the IMPORT function. Upon clicking IMPORT or IMPORT WORKGROUP LOCATION, you are redirected to the MASTERS IMPORT page, where you can download the Microsoft Excel template and fill the required data to add on the WORKGROUP page (see: Importing Master Template).