Changing Team Names in Service Manager

[Rob]

Hello, like all organisations we have teams that are changing names and structures

Noting that the team name is linked to business processes, reporting and other elements ... is it actually possible to change a team name via an "alias" or is it better simply to create a new team, update business process etc and move the members over (old team "retired" but not deleted) ?

I cannot find any specific topic on this (wiki / forum) and it must be a common requirement 

I note under organisational structure the teams have an assigned org ID (cannot be changed once created / greyed out) and a "name" that can be changed but not sure if this works like an alias (i.e. internally the ID is used and the name is just for display purposes) ?

 

Thank you

[Jim]

Hi Rob, 

 

Providing nodes are set up correctly it does just use the ID so it will cater for your scenario of changing the 'display value' as times change the ID will remain the same and still work in my experience

[Rob]

Thanks Jim, that is good to know ... assume any reporting setup will also auto pick up the name change ?

i.e. team report ... 2 tickets yesterday and 2 tickets post change will still be 4 tickets  

 

Are there any known issues (gotcha) with things we would need to consider when changing a team name in this way (assuming, as you note, nodes are setup correctly) ?

Noting our setup is relatively straight forward / new at the moment 

[Estie]

Hi @Rob - you might wish to see my post about team names and reporting, as I am minded to retire a team and hide from task assignment rather than delete it for reporting purposes.

 

[Rob]

Thanks @Estie, agreed ... if a team (or related structure) was no longer in use we would not delete ... it would be "retired" i.e. sit within the same structure with no members

 

The follow up question was just to make sure that "renaming" an existing team as per above did not impact reporting ... my assumption is not but treading carefully 

 

Noting also, that if teams were merging or splitting it may be better to start with new ... so this only relates to what a team is "called / known by"

Thank you