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Service groups are the most important components of the requests module. A service group is a group of users , or a single user , responsible for handling the submitted requests for a specific domain. Small companies might only have one service group handling all requests and , while bigger companies can have multiple service groups for each of the domainsdomain.
For example, the service group ‘IT’ handles all IT-related requests, the service group ‘Facility' handles all building and area-related requests, and the service group 'Landscaping’ handles all requests related to the environment outside and around the building.
Service groups are automatically determined in a request based on the selected problem type (more about problem types in the next chapter). The request is automatically assigned to the entire service group, and one of the members of that service group can assign the request to him himself or herself as the responsible person to handle the requestit.
How to create service groups
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For each of the service groups, a user profile can be created via the ‘User profile management dashboard' on the administrators administrator's startboard.
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Be aware: Each service group user profile should consists of (at least) the ‘4. Servicedesk employee’ system group and the corresponding system group of the service group, for example 'IT'. For more information on authorizing users: Authorizing users |
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Another very important element of the requests module are is the problem types. A problem type is a way to distinguish between different types of requests. The problem type also has several options which that determine the default service group, priority, and behavior, visibility, and pre-defined values of fields in a request. For example, the asset category can be determine determined within the problem type. If a user creates a request with (for instance) the problem type ‘Printer broken', the asset which can be linked to the request should only be from the category ‘Printer’. It does not make sense if the user can link an asset from a category anything other than a 'Printer'.
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Drop-down field: (Problem type via keywords = no) The user first selects the main level problem type from a drop-down list. After selecting the first level, the second drop-down field becomes visible, where the user can select the second-level problem type from the hierarchy. After selecting the second level, the third drop-down field becomes visible, where the user can select the third-level problem type from the hierarchy. The second and/or third-level problem type drop-down field is only applicable, applies if the hierarchy also has the same number of levels. If the hierarchy only has 2 levels, obviously, the third-level drop-down field will not become visible. Workplace Management only supports a problem type hierarchy of 3 levels maximum by default.
Keywords field: (Problem type via keywords = yes) The user can search the applicable problem type via a keywords (text) field. The user starts typing and after typing at least 3 characters, all problem types are shown which comply. Besides the problem types name, the keywords field of the problem type is evaluated. To use this option, it is of course necessary to fill the keywords for every problem type used with relevant search terms.
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