Configuring Workgroups

DETAILS

Workgroup Name

Type in a name for the Workgroup.

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.

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.

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.

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.

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.

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

• If the All check box is selected, the Workgroup is configured for all the locations configured in the application and you do not get any options to select locations.
• If you want to select specific locations, clear the All check box. Select the locations for which you want to configure the Workgroup. You can also specify a location as the default location by selecting the Default check box next to the location.

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.

• If selected, the Workgroup becomes an available option on the other pages of the application.
• If not selected, the Workgroup becomes inactive. The inactive Workgroups are not displayed on the other configuration pages of the application or in the list of Workgroups.

DETAILS

Workgroup Name

Type in a name for the Workgroup.

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.

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.

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 Workgroup name to be displayed to the Users when they receive an e-mail.

From E-mail ID for User E-mails

Specify the common Workgroup e-mail id. If it is not specified, the default application e-mail id is used for communication.

Call Management

If selected, the Workgroup becomes enabled and available under Workgroup drop-down list on the Call Management module.

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.

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.

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 User Name for the Workgroup.

Password

Type in a Password for the Workgroup.

Confirm Password

Specify the password again to confirm.

Locations

• If the All check box is selected, the Workgroup is configured for all the locations configured in the application and you do not get any options to select locations.
• If you want to select specific locations, clear the All check box. Select the locations for which you want to configure the Workgroup. You can also specify a location as the default location by selecting the Default check box next to the location.

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.

• If selected, the Workgroup becomes an available option on the other pages of the application.
• If not selected, the Workgroup becomes inactive. The inactive Workgroups are not displayed on the other configuration pages of the application or in the list of Workgroups.