Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Working with Teams

A team is a pool of employees who can be assigned tasks within Service Manager, such as advisory or review boards. An employee cannot be assigned a task without being part of a team.

You can manage teams associated with an employee.

•Viewing a List of Teams

•Creating a Team

•Modifying a Team

•Deleting a Team

•Adding Users to a Team

•Unlinking Users from a Team

•Adding a New User to a Team

•Home 

Viewing a List of Teams

1.Do one of the following:

•From the Configuration Console, click Configure > Users and Permissions > Teams to open the Teams workspace to view a list of standard user teams.

•Log in to the application and open the Employee Team workspace.

2.Open a team to view its properties and members.

Creating a Team

1.From the Configuration Console, click Configure > Users and Permissions > Teams to open the Teams workspace.

2.Click New Standard User Team. The system displays a blank Standard User Team workspace.

Standard User Team Workspace

3.Enter information into the fields.

Field	Description
Team	A unique name for the team.
Service Desk	Adds this team to the Service Desk workflows.
Team Email	The name of the email team that relays messages to each team member.
Team Manager	The team manager. You can start entering a manager name to automatically search from the database.
Team Manager Email	The email address for the team manager.
Monthly Availability (Hrs)	How many hours the team is available each month.
Average Cost Per Minute ($)	Average cost per minute.

4.Click Save. The team now appears on the team list.

Modifying a Team

1.From the Configuration Console, click Configure > Users and Permissions > Teams to open the Teams workspace.

2.Open the team to modify.

3.Edit the team using the options described in Creating a Team.

4.Click Save.

Deleting a Team

You can delete any team, including Service Manager default teams.

Deleting a team can cause unexpected results. Delete the team from a workflow before permanently deleting the team here.

1.From the Configuration Console, click Configure > Users and Permissions > Teams to open the Teams workspace.

2.Highlight the team to delete.

3.Click Delete.

4.Click Continue at the confirmation message.

Adding Users to a Team

You can add new users, link users, and unlink users from the Teams workspace or under the employee section. See Creating an Employee.

1.From the Configuration Console, click Configure > Users and Permissions > Teams to open the Teams workspace.

2.Open a team.

3.Click the Employees tab.

4.Click Link. The system displays a list of users.

5.Select users from the list. Press Ctrl + click to select multiple users.

6.Click Select. The users appear in the member list.

7.Click Save.

Unlinking Users from a Team

1.From the Configuration Console, click Configure > Users and Permissions > Teams to open the Teams workspace.

2.Open a team.

3.Click the Employees tab.

4.Select a user name from the member list.

5.Click Unlink. The user no longer appears on the team list.

Adding a New User to a Team

1.From the Configuration Console, click Configure > Users and Permissions > Teams to open the Teams workspace.

2.Open a team.

3.Click the Employees tab.

4.Click New Employee. The system displays the New Employee pages. See Creating an Employee for more information.