Service Support Teams

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Introduction

The Supporting Teams feature is used to assign the Service Desk teams who will be supporting this service. Supporting teams will have the rights to view and manage requests for this service. When a service is first created, it is supported by all Service Desk teams. Once one or more teams have been allocated to a service, only those teams will have access to the service.

• View All requests raised against the Service from the Request list > Filters > All My Services.
• Be Assigned a request raised against the Service from Progressive Capture assignment forms, Request forms, and multi select assignment options on the Request List view.
• Only analysts which belong to those teams will be able to view and manage requests made against the Service.
• It will only be possible to assign or reassign a request to another team or analyst in a team which supports the Service
• Using the global search bar, analysts will only see results for requests which are logged against services their teams support, or requests which are assigned to them, their teams or where they have been added as members to the requests.