Group Directory


The Group Directory lists all IT Department employees specialized in a specific type of operation when handling incidents and requests.

  • You define the functions of each group using roles.
  • The level assigned to each group is used to manage escalations and redirections when transferring an action in an incident/request.
  • Certain IT Department operations can be delegated to external service providers and subcontractors. These are also defined in groups whose members are associated with suppliers.

Examples

  • Software maintenance group: Set of users in charge of incidents related to software problems.
  • Delegated to a subcontractor: Onsite resolution of problems related to workstations.
  • Video technician role: Assigned to Support persons in the Maintenance group who handle screen-related incidents.

Notes

Caution

  • When you delete a group, the action is final. If you want to keep the group without making it available in Product name - ev itsm.png, you can archive it by entering the end date of the group. You can then view it using the Archived filter.

Best Practice big icon.pngBest practice

  • If you need to associate a significant number of Support persons with a group, you should use the Assign to a Group wizard available in List mode in the Employee Directory.
  • If a Support person belongs to several groups, you should define a default group. This concept is used by certain wizards, e.g. wizards for closing or reopening an incident. Open url.png See the procedure (step 7).

Screens description

         Group directory.png

Menu access: Operation / Transition / Extended CMDB / Project > Directory > Groups

Group Name: Name of the group.

Group Manager: Name of the manager preceded by a thumbnail of the photo.

Best Practice icon.png Even though you may define a user as the manager of a group, this user will not be authorized to perform actions for the incidents/requests assigned to the group. To enable the user to do so, you must first define the user as a member of the group.

Group Level (99 max.): Number indicating the level of the group within the Support hierarchy of the IT Department. It is used to manage escalations and redirections when transferring an action in an incident/request.

  • Level 1 indicates Support level 1, generally used for the Service Desk group. Expert groups are assigned higher levels.
  • All members in the group will inherit this level. 
  • When group members want to transfer an action in an incident/request:
    • They can redirect the action to another member of their group, or to another group or group member belonging to the same level or to a lower level. Note: You can prohibit transfers between groups in the Groups: Transfers not authorized tab.
    • They can escalate the action to another group or group member belonging to a higher level.

Supplier: If there is a value in this field, this indicates that the group is a non-company group managed by an external service provider or subcontractor.

Phone, Email: Information for contacting the group.

Email Alert: Used to indicate if an email should be sent to the group when an action in an incident/request is assigned (box is checked) or not (box is not checked).

  • If the group email address is not specified, the email will be sent individually to each member in the group.

Best Practice icon.png To avoid overloading the group's inbox, you should select this option only if the group rarely logs in to Product name - ev itsm.png.
Example documentation icon EN.png

  • Select this option for expert groups.
  • Do not select this option for the Service Desk or for technicians who check the actions to be performed on a regular basis.

Language: Language in which messages are sent to the group, via workflow steps.

Best Practice icon.png Do not specify the group's email address if its members do not use a common language. In this way, group members will receive the email in their own language.

Address, Zip Code, City, Country: Postal address of the group.

State: Geographical state of the country where the group is located.

Default OLA: OLA that specifies the target resolution time for the group.

  • This information is used when transferring an action in an incident/request outside the workflow, i.e. escalation or redirection to the group.
  • If an external service provider or subcontractor is involved, the agreement is known as a UC or Underpinning Contract.

Start Date/End Date: Group's activity period.

  • Note: At the end of the period, the group will automatically be archived. Users will no longer be able to transfer actions to it.

Discussion enabled: Used to define if the group can use the discussions functionality (box is checked) or not (box is not checked).

  • Group members will inherit the right to use discussions if this option is enabled.

Chat Enabled: Used to define if the group can use the chat functionality (box is checked) or not (box is not checked).

  • Note: The chat functionality is available only in SaaS version.
  • Group members will inherit the right to use chats if this option is enabled.

Note: Comments related to the group.

List of tabs

         Group directory tabs.png

Group Members: List of technicians in the group who are able to intervene when an action in an incident/request is transferred to the group.

Group Roles: List of roles associated with the group.

CI Roles: List of roles associated with the group for configuration items (CI).

  • The list of CI roles is defined in reference tables in the Extended CMDB menu.

Problems: List of problems to be managed and updated by the group.

  • Update: In Problem forms.

Known Errors: List of known errors to be managed and updated by the group.

  • Update: In Known Error forms.

Groups: Transfers not authorized:  List of groups to which the current group is not authorized to transfer an action in an incident/request.

History of Changes:  List of all modifications made to the form. The fields taken into account are defined using rules in the history of changes.

Knowledge Prerequisites: List of prerequisites associated with the group, used to restrict access to knowledge base entries when a full text search is run. Open url.png See the example.

  • Group members automatically inherit the prerequisites assigned to their group.
  • Group members can view all knowledge base entries without prerequisites.

Discussions: List of discussions associated with the form.

Procedure and Wizards

How to create a group

1. Select Operation / Transition / Extended CMDB / Project > Directory > Groups in the menu and click Add icon.png.

2. Complete the information required.

3. Click Save icon.png to save the new form.

4. Specify the members of the group. 

  • Select the Group Members tab and click Add icon.png.
  • Select the employee you want.
  • Repeat this procedure for each group member.

5. You manage escalations and redirections for an action in an incident/request using the level assigned to the group. Select and specify the Groups: Transfers not authorized tab if you want to prohibit transfers between certain groups.

6. To restrict access to knowledge base entries, associate prerequisites with the group in the Knowledge Prerequisites tab.


7. If certain group members belong to several groups, you should define their default group.

  • Select the Employee form of the relevant group member.
  • Select the Manage Groups wizard.
  • Select the Default box for the relevant group and click [ FINISH ].

Wizards

Delete (Note: Only if it is not used). Used to permanently delete the Group form.

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Last modified by Unknown User on 2017/07/24 16:32
Created by Administrator XWiki on 2017/06/26 15:31

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