Definition

EndDefinition

• Employees can modify certain personal information by accessing their own form in the user information zone.
• User profiles and domains determine the Service Manager menus, modules and data each user is authorized to access.
• A particular employee type, evie, provides you to send notifications during workflows / business rules steps.

Notes

• The directory can be updated manually or automatically using an employee file.
• You can associate a photo with each employee manually, or automatically using an integration model based on the Photo Integration for Employees connector.  See the description.
• You can associate an employee with a supplier or service provider in the Company field of the Employee form. The employee will then appear in the Contacts tab of the Supplier form.
• The administrator shall manage profiles and domains each user is authorized to access via the Employees access management.
• You can display notifications of the evie employee via the notification counter  in the notification bar.

Best Practice

• Enter the employee number to identify each employee in a unique way because certain employees may have the same surname and first name. This information is used when integrating the employee file.
• When employees leave the company, you should run the Departure wizard to reassign the equipment that was previously assigned to them.
• If you intend to complete Employee forms manually, you should first complete the other directories in the following order: Locations, Departments, Suppliers/Groups.

Caution

• When you delete a form, the action is final. If you want to keep the form without making it available in Service Manager, you can archive it by entering the departure date of the employee. You can then view it using the Archived filter.
   

Delegation: This functionality is used to redirect actions, namely approval actions, to a third party for a given period of time.

• The delegation will no longer be applicable the day of the period end.

  example  Period = From 5 to 20 April ==> The delegation will be applicable from 5 to 19 April included. It will no longer be applicable the 20 April.

• Delegation is not retroactively applicable to requests that have already been submitted.
• Delegatees (delegated users) must have at least the same rights as delegators (users wishing to delegate rights) in their user profile to be able to perform the relevant actions.
• The delegatee must belong to the same user groups as the delegator. If this is not the case, you must use the Assign wizard to assign the action to one of the delegatee's groups.

Characteristics specific to versions 2016 and earlier

The Employee Directory form in versions 2016 and earlier is different:

• The Chat field is used to enter the JABBER ID or JID, for using the chat functionality on a mobile phone. Note: The chat functionality is available only in SaaS version of versions 2016 and earlier.

• Menu access
• Graphic interface:
  • General overview of the form  See the Fundamentals
  • Screens in the Employee Directory form

• The evie notifications are not available.

Menu access

References > Directory > Employee

Description of tabs

TabUpdateRules_After2016Versions

Alphabetical order of the tabs

QuickAccess

Details

Name: Name of the employee preceded by a thumbnail of the photo.

• Update the photo: Click Change and select the photo you want. You can also use an integration model with the Photo Integration for Employees connector.  See the description.

Title: Title of the employee.

Status: Employee availability status.  

Automatic Status: Used to indicate if the business rule called Update the Status of Supports after taking over or closing an Action of Processing is taken into account (box is checked) or not (box is not checked). This modifies the employee availability status automatically based on the actions to be performed. Note: The business rule must be active.

Login: Login of the employee, used for logging in to Service Manager.

• Define the password (Note: Not required if Service Manager is accessed via LDAP): Using the Change Password wizard available in List mode.

Phone, Email, Mobile: Information for contacting employees within the company.

Employee Number: Employee number assigned by the Employee Manager, used to identify each employee in a unique way.

Company: If employees are from an external service provider, you should enter the name of the company (supplier) to which they belong.

• The employee will then appear in the Contacts tab of the Supplier form.

Location: Location of the employee.

Department: Department of the employee.

Function: Function of the employee, generally corresponding to the job title.

Default Cost Center: Default cost center where the employee's equipment, contracts, licenses should be charged back. 

• The cost center is inherited from the department of the employee.

Hourly Costs: Hourly cost of the employee when interventions are charged back. This is expressed in the selected currency.

Currency: Currency used to specify the employee's hourly cost.

Arrival: Date on which the employee joined the company.

Departure: Date on which the employee left the company. If the specified date is earlier than or equal to the current date, the form will automatically be archived.

Profile (Note: Not required if Service Manager is accessed via LDAP): Profile associated with the employee, granting the relevant access rights to modules and menus.

• Update: Using the Update Profile wizard.

Interface Language: Language displayed in Service Manager when users log in.

Notification: Means of communication for contacting the employee.

Notification

VIP Level: Level indicating that the employee's function is important. As such, the employee should be given priority when an incident or request is involved.

• This priority is visually indicated by  displayed in the quick call and next to the Requesting Person and Recipient fields in Incident/Request/Action forms.
• The presence of a VIP level is used to increase the urgency of the incident or request.

Manager: Direct manager of the employee. 

Manager for Financial Approval: Financial approval manager of the employee.

• Only employees who are approval managers will be displayed.
• For employees who are their own financial approval manager, select the Manager for Approval box and return to the field.

IT Contact: Used to indicate if the employee plays the role of an IT contact within the company (box is checked) or not (box is not checked).

Manager for Approval: Used to indicate if the employee is also the financial approval manager (box is checked) or not (box is not checked).

is issuer of EVIE notifications:  Used to indicate if the employee can send evie notifications during workflows / business rules steps (box is checked) or not (box is not checked).  See the procedure.

Delegate: User to whom the employee can delegate tasks in the event of an absence.  See Notes.

• Delegation is a functionality used to redirect actions, namely approval actions, to a third party for a given period of time.
• From/To: Period during which the delegation is applicable.
• Caution: The delegation will no longer be applicable the day of the period end.

  example  Period = From 5 to 20 April ==> The delegation will be applicable from 5 to 19 April included. It will no longer be applicable the 20 April.

Note: Comments on the employee.

Main Equipment

List of equipment where the employee is the main user (equipment to be returned in the same condition at any time).

• Update: Using the Move wizard or in Equipment forms > Details tab.

Other Equipment

List of secondary equipment used by the employee. This can be equipment shared by two or more users.

• Update: In Equipment forms > Other Users tab.

Next Equipment

Equipment that has been pre-assigned to the employee.

• Update: In Equipment forms > Pre-Assignment wizard.

Licenses Used

List of licenses associated with the employee.

• The Software field identifies the name of the software made available to the employee. If several licenses are available for one software, select the one used by the employee.

Licenses

List of licenses used by the employee.

• Update: In License forms.

Contracts

List of contracts managed by the employee.

• Update: In Contract forms.

Locations

List of locations managed by the employee.

• Update: In Location forms.

Departments

List of departments managed by the employee.

• Update: In Department forms.

CI

List of configuration items (CI) associated with the employee.

• Update: Using the Link to a CI wizard in List mode or in CI forms > Users tab.

Groups

List of groups to which employees belong.

• Update: Using the Manage Groups wizard or in Group forms > Group Members tab.

History of Changes

HistoryOfChangeTab

Attachments

AttachmentTab

Destocking

List of consumables supplied to the employee.

Applications

List of applications made available to the employee.

• Update: In this tab and via the Software Catalog.
• List of fields:
  • Software: Name of the software supplied to the employee.
  • Login/Password: Login/password for running the software.
  • Quantity: Variable measurement unit, used for the software charge back.
  • Start/End: Period during which the software can be used by the employee.
  • Source: External data source used for integration.

Incidents

List of incidents associated with the employee.

• Update: In Incident forms.

Services

List of service requests associated with the employee.

• Update: In Service Request forms.

Changes

List of change requests associated with the employee.

• Update: In Change Request forms.

Problems

List of problems associated with the employee.

• Update: In Problem forms.

Known Errors

List of known errors associated with the employee.

• Update: In Known Error forms.

Projects

List of projects assigned to the employee.

• Update: Using the Assign Employees to a Project wizard in List mode.

Task

List of tasks assigned to the employee for all of the projects assigned.

• Update: In Project forms.

Knowledge Prerequisites

List of prerequisites associated with the employee, used to restrict access to knowledge base entries when a full text search is run.  See the example.

• Employees automatically inherit the prerequisites assigned to all their groups. These prerequisites cannot be deleted.
• Employees can view all knowledge base entries without prerequisites.

Hierarchy

List of users managed by the employee.

Secondary Email Address

The employee's other email addresses. 

• The main email address is specified in the Details tab.

Procedure and Wizards

How to create an employee

Step 1: Creating the employee

1. Select References > Directory > Employee in the menu.

2. Click + New.

3. Complete the information required.

4. (Optional) Specify the equipment assigned to the employee.

• Cliquez sur Assign an equipment.
• Select the asset tag. Note: Only equipment in stock will be displayed.
• Repeat this procedure for each item of equipment assigned to the employee.

5. Click Next then Finish.

Step 2: Assigning profile to the employee

1. Launch the Update Profile wizard.

2. Select the employee profile.

3. Cliquez sur Finish.

Step 3: Entering employee domains

1. Launch the Update Domains wizard.

2. Check the domains the employee is authorized to access.

3. Select his default domain.

4. Click Finish.

Step 4 (optional): Assigning password

Note: Any password is required if Service Manager is accessed via LDAP.

1. Launch the Change Password wizard.

2. Enter the password you want.

3. Click Save.

Step 5 (optional): Restricting access to knowledge base via prerequisites

1. Click + New in the Knowledge Prerequisites tab.

2. Select the prerequisite attributed to the employee.

3. Repeat this procedure for each prerequisite.

Step 6 (optional): Managing the default group

Note: If the employee belongs to several groups, you should define the default group which will be used by certain wizards, e.g. wizards for closing or reopening an incident.

1. Launch the Manage Groups wizard.

2. Check the Default box for the relevant group.

3. Click Finish.

Wizards

Assign Employees to a Project
Change Password
Move
Departure
Manage Groups
Execute Script
Access Message to Front Office
Update
Update Domains
Update Profile
Reassign
Excel Separator
Delete