Configuring Workgroups

A Workgroup is a group of members in a department or a unit in an organization who are authorized to perform a specific set of business activities. You can add and modify Workgroup details for a Department.

To configure Workgroups:

Select Admin > Basic > Infrastructure > Workgroup.
On the WORKGROUP page, click ADD NEW on the ACTIONS panel. Type in the new Workgroup details. For more information about the fields on the WORKGROUP page, see Field Description.
Click SUBMIT. A new Workgroup is added.

Figure: WORKGROUP page

Field Description

The following table describes the fields on the WORKGROUP page:

Field	Description
DETAILS
Workgroup Name	Type in a name for the Workgroup.
Owner	Type in the name of the person who heads the Workgroup. To search for a user, click the Search icon.
Show in Log New Incident Page	Select this check box to indicate that the Workgroup you are adding to be listed in the Workgroup list on the LOG NEW INCIDENT page. Selecting this check box also enables the Display Name option. You can edit the Display Name, if required. By default, the Workgroup name is displayed here.
Display Name	Specify the display label for a Workgroup.
Master Workgroup	Select this check box to define a Workgroup as a Master Workgroup. For any Department, you can define one or more Workgroups as Master Workgroup. Analysts who are members of a Master Workgroup can edit Incidents of all the Workgroups. For example, in a Help Desk, the first level of support responding to the queries of the End Users is given access to the Master Workgroup so that they can update the Incidents belonging to any Workgroup.
Enable for Change Management.	Select this check box to enable the availability of this Workgroup in the Change Management and CMDB modules. If you select the check box, the Add Additional Owner field is displayed.
Add Additional Owner	Select this check box to add additional owner(s) for the Workgroups. To search for a user, click the Search icon. The added users are displayed Additional Owners table.
SLA Alerts	Select this check box to specify that the Workgroup Owner must be notified when the SLA requirements are not met by any of the Workgroup member.
Response Alert 50%	Select this check box to specify that the Workgroup Owner must be notified after 50% of the total response time agreed in SLA is exceeded.
Response Alert 75%	Select this check box to specify that the Workgroup Owner must be notified after 75% of the total response time agreed in SLA is exceeded.
Response Alert 100%	Select this check box to specify that the Workgroup Owner must be notified after 100% of the total response time agreed in SLA is exceeded.
Resolution Alert 50%	Select this check box to specify that the Workgroup Owner must be notified after 50% of the total resolution time agreed in SLA is exceeded.
Resolution Alert 75%	Select this check box to specify that the Workgroup Owner must be notified after 75% of the total resolution time agreed in SLA is exceeded.
Resolution Alert 100%	Select this check box to specify that the Workgroup Owner must be notified after 100% of the total resolution time agreed in SLA is exceeded
From Name	Type in the common user name of the Workgroup, if any.
From E-mail ID for User E-mails	Specify the common Workgroup e-mail id. If it is not specified, the default application e-mail id is used for communication.
User Name	Type in a User Name for the Workgroup.
Password	Type in a Password for the Workgroup.
E-mail Workgroup on Incident Resolution	Select the check box to send e-mail update to Workgroup Analysts when the incident is resolved.
Locations	If the All check box is selected, the Workgroup is configured for all the locations configured in the application and you do not get any options to select locations. If you want to select specific locations, clear the All check box. Select the locations for which you want to configure the Workgroup. You can also specify a location as the default location by selecting the Default check box next to the location.
Default	Select this check box to specify this Workgroup as the default Workgroup, which means that this Workgroup will be available as a default selection on the other pages of the application.
Active	Indicates the status of the Workgroup. If selected, the Workgroup becomes an available option on the other pages of the application. If not selected, the Workgroup becomes an inactive value. The inactive Workgroups are not displayed on the other configuration pages of the application or in the Workgroups list.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the WORKGROUP page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Workgroups configured in the SUMMIT application for the selected Department.

Figure: WORKGROUP page: List of Workgroups

To edit a Workgroup, click the Workgroup Name. Make appropriate changes and click SUBMIT.
To display the inactive Workgroups, click the Include Inactive check box.

Note:

When the Workgroups are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to add a new Workgroup.
You can configure multiple Workgroup and Workgroup Location by using the IMPORT function. Upon clicking IMPORT or IMPORT WORKGROUP LOCATION, you are redirected to the EXCEL MASTERS IMPORT page, where you can download the Microsoft Excel template and fill the required data to update on the WORKGROUP page (see: Importing Master Template).