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Team administration

The Team Administration page is available from the user menu at the top-right corner of the screen. However, this page is only available to users who have received sufficient permissions from the system owner. A user can use team administration only if he/she is a member of the "Team Managers" system group.

The Team Administration page is intended for clients or department managers who want to use team administration to create more requesters and edit their contact information and permissions.

Using the page

Creating a new user

  1. Select "Team administration" from the user menu.
  2. The requester administration page opens.
  3. Click on the "New user" button
  4. A page opens where you can create a new user
  5. Fill in all relevant items. The Requester Name field is required. If you do not enter the username and password, the new user will have no access to the SD Portal.
  6. Use the table to set up the permissions for the new user. Select groups where you want to include the new user.
  7. Click OK to confirm

Editing users

  1. Select "Team administration" from the user menu.
  2. The requester administration page opens.
  3. Go to the user you want to edit and click on "Edit".
  4. A page opens where you can edit this user.
  5. Edit all relevant items
  6. Click OK to confirm

Deleting users

  1. Go to the user you want to delete and click on "Delete"
  2. Click on OK to confirm the dialog box

Once the user has been deleted, he/she can no longer access the SD Portal or create new requests.

Recommended settings for ALVAO Service Desk

Recommended structure of groups in SD

To ensure that the client user administration is working correctly, we recommend the following structure of groups for assigning SLA to clients.

Let us have an SD service that is used by client's requesters to create new requests, e.g. "Technical Support". The Technical Support service may include e.g. the SLAs "Free Technical Support", "Paid Technical Support", and "Premium Technical Support".

There are 3 user groups: "TS Free", "TP Paid", and "TP Premium". These groups are using the corresponding SLAs assigned to them.

For example the client "Acme Corp." orders paid technical support for common requests and premium technical support for critical events. We will therefore create 2 more groups for this client. The group "Acme – Paid TS" will be a member of the group "TS Paid", and the group "Acme – Premium TS" will be a member of the group "TS Premium".

The manager of this account will be included in both of these groups, i.e. "Acme – Paid TS" and "Acme – Premium TS". When editing the permissions for his/her junior employees, the manager will be able to see exactly these 2 groups and assign users to these 2 groups based on their SLA.

Therefore, groups for clients have no direct SLA assigned to the service; instead they are members of other groups. This creates 2 group levels: the first group level describes the SLAs used for a service, the second group level includes clients' requesters.

The Create User and Edit User pages show the permissions of the group where the manager is a direct member, if the group does not involve the membership in any system group and, at the same time, the group involves an SLA.

Creating new clients in SD

New clients are created by SD employees with access to Admin.

  1. Create user groups for the individual services and the SLA provided to the client and include them in the groups of SLAs that you are providing. (see Recommended structure of groups in SD)
  2. Create a user that represents the client's manager. Fill in all required items, especially Name, Username, E-mail, Organization, and Business relation.
  3. Assign this user to all groups created for this client.
  4. If the client's manager wants to perform the administration of requesters, include him/her in the "Team Managers" group.
  5. If you are creating all other client's requesters too, create users for them, fill in all required items, especially Name, E-mail, Organization, and Business relation. Do not forget to assign the client's manager as the Manager of the new users. Assign the users to groups as required by the client.

Deleting clients

Clients can be deleted by SD employees with access to Admin.

  1. Delete all client groups from the SLA groups (see "Recommended structure of groups in SD")
  2. Block or delete the client's users.

 

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