Select Administration
| Workspace | Teams from the FootPrints
Toolbar.
Select the GO button to create
a new team. The
Create
a New Team page is displayed.
Enter a name for
the Team in the Team
Name field. Example
names might be "Developers" or "Level 1 Support Team".
Select members for
the Team from the Available
Agents multi-select field. The
individuals listed in the Available
Agents field include the Workspace's administrators. To
select a member, highlight a user's name and click the right arrow button
to add the user to the Members
field. An unlimited number of users can be added to a Team and users can
belong to multiple Teams. The pool of potential team members comes from the list of agents who are members of the current workspace.
If you wish to designate
someone as a Team leader, after you have selected the Team members, select
the Team leader from the Team
Leader drop-down field.
Note
To see a list of current Team Membership for all teams, click
the link for Current
Teams.
You can select the
assignment method for Team members on this page as well. The options are:
Leave
assigned to Team—This
is the default. When
a Team is assigned to an Issue, the Team name appears in the Assignee
field for that Issue (on the Homepage, in reports, etc.) Individual
Team members can still be assigned by taking the Issue or via auto-assignment,
escalation, or manual assignment.
Assign
individual member(s)—Select
one or more Team members to assign to each new Issue that is assigned
to the Team. The user(s) selected here are assigned to every new Issue
that is assigned to the Team. If you want different Team members assigned
to Issues based on another field, such as Problem
Type or Location,
use the Auto Assignment or Escalation feature.
Assign
all members—If
this option is selected, all Team members are assigned individually to
each new Issue that is assigned to the Team.
Dynamically
assign based on round-robin rule—When
a Team is created with this assignment option, the first Issue assigned
to the Team is assigned to the first individual in the Team list. Each
subsequent issue is assigned to the next Team member, and so on, restarting
at the first position when the last person in the list has been assigned.
This option
is applied to Issues that are assigned to a Team manually, via auto-assignment,
or via an Escalation rule. This is useful for balancing the workload of
Agents within a Team.
Agent availability
within the round-robin assignment is determined by one or both of the
following options:
Use
agent availability based on an assignment time or a date field—If selected,
the Agent is considered available if shown as available in the Availability
Matrix for the time and date selected here (for example, "Work Scheduled
Date"), including Agent Work Schedule and Workspace Calendar appointments
to which the Agent is invited. If "Assignment Time" is selected,
the time that the auto-assignment rule is applied is used to determine
availability.
Note
When selecting a date in a round-robin Team assignment, the
date must be specified in the Workspace's work schedule.
Use
personal appointments in determining Agent availability—In addition
to taking the Agent's Work Schedule and Workspace Calendar appointments
into account, appointments that only appear on the Agent's Personal Calendar
are taken into account when assigning if this is checked.
Note
Assignment options are not applied until the Issue is actually
submitted.
Note
Additional assignment options are available using the Auto Assign and Escalation
features. To use round-robin assignment in conjunction with these, enable
the options above and select the Team name in the Auto-assignment or Escalation
rule.
Select how email
notifications are to work in the Member
Privileges section of the page.There
are three options:
Always—All Team members
receive email notification about Issues whether they are assigned only
to the Team or to the Team and one or more members of the Team.
Only
when no individual agents are assigned—Team
members only receive email notification about Issues when the Issues are
assigned to the Team only and not assigned to individual Team Members.
Never—Team members
do not receive email notification about Issues assigned to the Team.
The frequency and content of the emails sent
are regulated by the Workspace Mail Preferences.
If the
Workspace Mail Preferences are set to send mail to Agents on Open and Closed
statuses, but not in Pending Status, and Always
is selected in the option above, then Team members receive email notification
about all Team Issues when they are in Open and Closed statuses, but not
when they are in Pending status.
Agents assigned individually to an Issue receive
email according to the Workspace Mail Preferences, regardless of the rule
above or whether the Team is assigned.
When
you are finished configuring the Team, enter your password and click Save.
The Team is now created and Issues can be assigned to
Teams from the Create and Edit Issue pages. Additional
Teams can be created using the same method, with users as members of only
one Team or multiple Teams.