Using Teams
The Standard User Team Workspace
A teamA pool of employees who can be assigned tasks. is a pool of employees who can be assigned tasks within HEAT, such as Advisory or Review boards. An employee cannot be assigned a task without being part of a team.
You can manage teams associated with an employee.
Viewing the Team List
| 1. | Within the Configuration Console, open the Teams workspace to view a list of standard user teams. |
--or--
Log into the Service Desk Console as an administrator and open the Employee Team workspace.
| 2. | Double-click a team name to view its properties and members. |
Creating a Team
You can add teams ad-hoc from the Employee page (see Using Employees), or use the Team page to link employee accounts to existing teams.
| 1. | From the Standard User Team workspace, click New Standard User Team. A blank Standard User Team page appears. The following default tabs appear (results may vary depending on your system setup): |
| 2. | Enter information into the fields. |
--fields--
| Field | Description |
|---|---|
|
Team |
A unique name for the team. |
|
Service Desk |
Adds this team to the Service Desk workflows. |
|
Team Email |
The name of the email team that relays messages to each team member. |
|
Team Manager |
The team manager. You can start entering a manager name to automatically search from the database. |
|
Team Manager Email |
The email address for the team manager. |
|
Average Cost Per Minute |
Average cost per minute. |
| 3. |
Click Save  from the toolbar.
The team now appears on the team list. |
Creating an Ad-Hoc Team
| 1. | Within an employee record, select the Team tab. The team list appears. |
| 2. | From the toolbar, click Link. A list of teams appears. |
| 3. | At the bottom of the window, click Add. The New Standard User Team window appears. |
| 4. | Enter information into the fields. See Creating a Team. |
| 5. | Click Save. The team now appears on the team list. |
| 6. | Select the team from the list, then click Select. The team is added to the employee team list. |
| 7. |
Click Save from the toolbar.
|
Modifying a Team
| 1. | From the Standard User Team workspace, double-click the team to modify. |
| 2. | Edit the team using the options described in Creating a Team. |
| 3. |
Click Save from the toolbar.
|
Deleting a Team
Any team can be deleted, including HEAT default teams.
|
Deleting a team can cause unexpected results. Delete the team from a workflow before permanently deleting the team here. |
| 1. | From the Standard User Team workspace, select the team to remove. |
| 2. | Click Delete from the toolbar. |
Adding Users to a Team
You can add new users, link users, and unlink users from the Standard User Team page or under the employee section. See Creating an Employee.
| 1. | From the Standard User Team workspace, under the Employees tab, click Link. A list of users appears. |
| 2. | Select users from the list. Press Ctrl + click to select multiple users. |
| 3. | Click Select. The users appear in the member list. |
| 4. |
Click Save from the toolbar.
|
Unlinking Users from a Team
Select a user name from the member list, then click Unlink. The user no longer appears on the team list.
Adding a New User to a Team
Click New Employee. The New Employee page appears. See Creating an Employee for information about this form.