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An Analyst is the Single Point of Contact between End Users and the IT Service Management of the organization. The Analyst is the first contact in an organization for any and all IT questions.


To configure Analysts:

  1. Select Admin> Basic > Infrastructure > Analyst.
  2. On the ANALYST page, select the Tenant, select the appropriate option from the Configure drop-down list, and type in the details in the CONFIGURE BY ANALYST/CONFIGURE BY WORKGROUP section. For information about the fields on the ANALYST page, see Field Description.
  3. Click SUBMIT. A new Analyst is configured.


    Figure:  ANALYST page - Configure By Analyst


    Figure: ANALYST page - Configure By Workgroup

Field Description

The following table describes the fields on the ANALYST page:

Field

Description

DETAILS

Configure

  • Select By Workgroup to configure Analysts by Workgroup.
  • Select By Analyst to configure Analysts by Analyst name.

CONFIGURE BY WORKGROUP

Workgroup

Select a Workgroup to which you want to associate the Analyst from the list. This option is available if you selected By Workgroup value in the Configure list.

Edition

Select an Edition from the drop-down list.

Attribute

Select an Attribute from the drop-down list.

Analyst

Type in the name of the Analyst you want to configure. You can also use the Search icon to search for an analyst.

CONFIGURE BY ANALYST

Edition

Select an Edition from the drop-down list.

Attribute

Select an Attribute from the drop-down list.

Select the Analyst

Type in the name of the Analyst you want to configure. You can also use the Search icon to search for analysts.

Allow this Analyst to edit all Incidents

Select the check box to allow the selected Analyst to edit all Incidents irrespective of the configured Workgroup access of the Analyst. In addition to this, enable the View Other Workgroup Incidents check box on the TENANT page to view and edit Incidents of other Workgroups for which they do not have Analyst access using Global Search (see: Configuring Incident Management Module).

Allow the Analyst to edit all Service Requests

Select the check box to allow the selected Analyst to edit all Service Requests irrespective of the configured Workgroup access of the Analyst. In addition to this, enable the View Other Workgroup SRs check box on the TENANT page to view and edit Service Requests of other Workgroups for which they do not have Analyst access using Global Search (see: Configuring Service Request Management Module).

Analyst License Changes

You can make License related changes for Analysts, such as Edition, Attribute, or Workgroup. After submitting the changes, the respective Analyst is notified about License changes and a session termination message is displayed. Click OK to continue with the changes and terminate the session. This avoids any errors in the License related reports. 


Figure: Confirm Session Termination pop-up message for License related changes

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