Difference between revisions of "Service Support Teams"
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| − | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[ | + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/overview#supporting-teams Hornbill Document Library]. |
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| + | [[file:hornbill-document-library.png|Service Support Teams|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/overview#supporting-teams]] | ||
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| + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > Service Supporting Teams | ||
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==Introduction== | ==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. | 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. | ||
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| + | == Related Articles == | ||
| + | :* [[Service_Details|Service Details]] | ||
| + | :* [[Assign_Action_Item|Request Assignment]] | ||
| + | |} | ||
| + | Members of Supporting Teams can: | ||
:* View All requests raised against the Service from the Request list > Filters > All My Services. | :* View All requests raised against the Service from the Request list > Filters > All My Services. | ||
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:* 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. | :* 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. | ||
| − | Optionally you can also filter the list of Services which are displayed on the Progressive Capture > Services Form, to only display those which belong to the customer they are logging the request for, but also just to those services which the Analyst supports (based on being a member of a team which Supports one or more Services). This could be useful if you only want the IT team to see the Services they Support, and equally the HR team to only see the Services they support when | + | Optionally you can also filter the list of Services which are displayed on the Progressive Capture > Services Form, to only display those which belong to the customer they are logging the request for, but also just to those services which the Analyst supports (based on being a member of a team which Supports one or more Services). This could be useful if you only want the IT team to see the Services they Support, and equally the HR team to only see the Services they support when raising requests via Progressive Capture. |
:* In order to enable this feature the following system setting needs to be turned on (is defaluted to Off). The Setting is accessible from the admin tool under '''Home > Service Manager > Application Settings''' | :* In order to enable this feature the following system setting needs to be turned on (is defaluted to Off). The Setting is accessible from the admin tool under '''Home > Service Manager > Application Settings''' | ||
::* ''servicemanager.progressiveCapture.servicedetails.enableSupportVisibility'' | ::* ''servicemanager.progressiveCapture.servicedetails.enableSupportVisibility'' | ||
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| + | [[Category:HDOC]] | ||
Latest revision as of 21:15, 10 April 2024
This document can now be found at its new location in the Hornbill Document Library.
