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
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 application 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 application 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 application displays the New Employee pages. See Creating an Employee for more information.