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@Daniel Dekel

Revisiting our timesheet categories following my post from a beginning of last year, I now have a number of different Service Desks and need to set different Default Catagories for each desk.

How do I share different sets of default catagories?

Cheers

Martyn

 

 

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@Daniel Dekel

Not quite, I have three different Service Desk, which will be operating on different services.

I can create and assign different categories to them via the teams, but how do I set the different default categories for the different teams?

Cheers

Martyn

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@Martyn Houghton at the moment there is no such option. The only thing I can think of is crating different categories for each service desk, that way these will not be shared and you will be able to assign each category a different team and therefore a different default.

Thanks,

Daniel.

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@Daniel Dekel

I have created different categories for the different service desks. I can assign them to the teams, but I not sure I understand how I assign a different default to the different teams? I think I might be getting confused.

Cheers

Martyn

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@Martyn Houghton,

The way it works (at the moment, I'm thinking on changing this as it is not very escalable) is:

Each area (like task, incident, email...) can be linked to a default category. So, if user 1 has visibility to categories A, B and C, if he accesses for example Email, the default category for email will be selected automatically. If user 2 has the categories D, E and F, he will have another default category for Email. But if user D has categories A and D and both are default to Email, then the 1st one will be taken.

You see that is not very good for large organisations with many teams. I will have to think on a better solution for this, but need to still keep things simple. That's a challenge. 

Daniel.

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@Daniel Dekel

Ok, I think I can see how to do this. I would setup different categories for each servicedesk, but how do I set up the two different defaults, as I can only link one sub category to each action.

Cheers

Martyn

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@Martyn Houghton, yes, here it gets tricky, the best way is to have the manager of each servicedesk to set the default categories. That way that person will only see the categories he is supposed to see.

Now, if you want to configure it in advance for these service desks then you will need to give yourself access to these categories so that you can select these in the  actual area (not in the defaults view). you will need to go the individual areas (like request) and set the defaults in there. After that you should remove yourself from these categories sharing otherwise it will pick up the first default category it finds for you and that will be a mess. 

Hope I wrote it clear.

Cheers,

Daniel.

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