Once Teams are configured, it affects the Assignees field
throughout FootPrints, including
on the Create and Edit Issue pages, the Search and Report pages, and the
Escalation page. Agents
are now organized by Team in those dialogs and Issues can be assigned
to both Teams and individual users.
Some Features of Teams
Viewing
Issues—Users
can view the Issues assigned to their Team from the Display drop-down
on the Homepage. If a user belongs to multiple Teams, an option for each
Team is available.
Permission
within Team—Users
can be confined to viewing Issues, taking Issues, editing Issues, etc.,
based on their Team membership via user roles. Refer
to User Roles and How
Roles and Teams Work Together for more information.
Email
Notification—When
an Issue is assigned to a Team (refer to Assignments
with Teams below), if the option is configured to
send email to Team members, all users receive an email.
Taking—When a user
takes an Issue that is assigned to the Team, the Team can still be assigned.
Although
the user is responsible for working on the Issue, the Issue also shows
up on reports and searches for the whole Team.
Multiple
Teams—Users
can be members of multiple Teams.
Searches
and Reports—When
Teams are configured, you can search and report on Issues by Team or by
user. Refer
to Advanced Searches and Reports
for more information.
Assignment
and Teams—Refer
to Assignments with Teams below.
Assignment with Teams
To assign an Issue to a Team or user when Teams are enabled:
On the Create
Issue page, each Team is listed in the Workspace
Members field. Select
a Team to expand it. The
first option is always to Assign
Team. All
Team members are listed under this option.
To assign the Issue:
only
to the Team, select Assign
Team and click the right arrow. The Team name is now listed under
Assignees.
to
a user from the Team, select the user's name and click the right
arrow. Notice that the Team name is now listed under Assignees
and the user's name is listed, indented, under the Team name.
Note
Multiple users can be assigned from the same Team.
To assign users from
another Team, click the Team name again in the left field to shrink the
list, then select another Team to expand it and assign users from the
new Team.
In addition to being listed under their Teams, all Workspace
members are listed under the heading of Individual
Users. Assign a user from this heading when you want to assign
an Issue without it showing up as an assignment for a Team. Users who
are not members of any Team are also listed here.
While a user can belong to multiple Teams, he can only
be assigned to an Issue individually once.
Other Assignment Options
In addition to the manual assignment described above,
a number of options are available for assignment of Issues to Teams and
Users:
Default
Assignment—This
determines who is initially assigned when an Agent first opens a new Issue.
This option
can be overridden manually by the user or automatically by the system.
This is configured on the Administration
| Workspace | Auto Assign page. Options include assignment to the
Issue creator, assignment to the creator's Team, assignment to the creator's
Team and the creator, assignment to none, and assign to all. Refer
to Auto Assign for more information.
Team
Assignment Options—Default
options can also be set on the Create/Edit
Team page. These
options include leaving the Issue assigned to Team only, assign to one
or more individual members (e.g., assign new Issues for the Team to the
manager), assign all members, and round-robin.
Note
These options are not applied until the Issue is actually
submitted. Refer to Creating Teams for
more information.
Auto
Assign—Teams
and users can also be assigned to Issues automatically by the system using
the Auto Assign feature, configured under Administration
| Workspace | Auto Assign. This allows you to assign an Issue automatically
to a Team or user based on the value selected in a drop-down field. For
example, if Problem
Type is Hardware,
assign the Hardware
Team. Auto-assignment occurs dynamically on the Create
Issue page when the user selects the value from the drop-down.
Refer to
Auto Assign for more information.
Escalation—For more complex
assignment rules involving multiple criteria, Escalation rules can be
used. A Team or user can be assigned to an Issue based on any combination
of criteria, including Status, Priority, Contact and Workspace fields, and
so on. Escalation rules are applied at the time the Issue is submitted
(for instant Escalations) or after a specified period of time (for time-based
Escalations). Refer
to Escalation for more information.