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Service Desk

The Service Desk provides configuration options for defining your Service Desk. Use this to control if a team member or an entire team can be assigned a request.

Before You Begin

How To Access

  1. Search Configuration for Service Desk.
  2. In the results list, select Service Desk in the Service Manager section under Administration.

or

  1. Open Configuration and select Service Manager from the navigation dropdown.
  2. In the navigation panel, locate the section titled Administration
  3. Select Service Desk.

Teams

The list of teams provided includes all teams that have been defined in the organization structure. Each team can be selected to show the members of the team and the current assignment settings.

Enable Assignment

Enable or Disable A Member

When viewing a team, each member has an option to enable assignments. When Enable Assignments is ON, the user will be available for requests to be assigned to them.

  • They can be assigned a request in Intelligent Capture.
  • They can be assigned a request from the Assign Action on a request form.
  • They can be assigned a request from a workflow that uses either the Round Robin or Most Available automation.
  • They will receive team assignment notifications.

A Manager who wishes to view the team’s requests from the Request List but not be available for assignment can have the Enable Assignment set to No.

Disable An Entire Team

An entire team can have assignment turned off by having the enable assignment set to No for all members of that team. When all members are set to No, then:

  • The team will not be available for selection in Intelligent Capture.
  • The team will not be available for selection from the Assign Action on a request form.
  • The team cannot be used with Round Robin or Most Available workflow automations.
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