Manage - Staff tab

System > Orgs/Groups/Depts/Staff > Manage > Staff tab

Create staff members within departments and maintain contact information for each staff member. Contacts and their phone numbers can be associated with tickets and with desk definitions. Staff member information can also be updated by Active Directory domain using Discovery > Domains > Domain Watch.

Adding / Editing a Staff Record

• Full Name - The full name of a person within the organization.
• Department - The department the person is associated with. The department must be previously defined to display in this drop-down list.
• Supervisor - The person this staff member reports to. The Supervisor must be previously defined as a staff member in the same department.
• Title - The person's title in the organization.
• Function - The function the person performs in the organization.
• User Name - VSA user ID associated with this staff member. Required to View All Tickets and for Time Tracking.
• View All Tickets - If checked, the VSA user associated with this staff member can view all Service Desk tickets in his or her scope as well as tickets associated with this specific staff member record. If blank, this VSA user can only view Service Desk tickets associated with this specific staff member record.

Contact Information

• Preferred Contact Method - Email, NotSet, Phone, TextMsg
• Phone Number - The person's direct phone number.
• Email Address - The person's email address.
• Text Message Phone - The person's text message phone number.

Time Sheet Approval

A staff member record must be associated with a VSA user to approve timesheets and have visibility of timers.

• Approve All Timesheets - If checked, this staff member can approve any timesheet. This ensures all timesheets can be approved in a timely manner, if other approvers are temporarily unavailable.
• Approval Pattern - Specifies the approval pattern required to approve this staff member's timesheets. Approval patterns determine whether the staff member's supervisor, or the supervisor's supervisor, or both, are required to approve the staff member's timesheet.

Note: See Time Tracking configuration options.

Visibility of Service Desk Tickets by a Staff Member

If a VSA user name is associated with the staff member record of an organization, then that VSA user has visibility of tickets associated with that staff member record even if the VSA user's scope does not allow it. Any tickets created by that VSA user are automatically associated with their staff member record and organization. This method primarily supports machine users using Portal Access to create and manage their own tickets. Machine users expect to have access to all the tickets they create and to any tickets created on their behalf, but may have no scope privileges defined for them. If a scope does exist for a VSA user associated with a staff member, checking the checkbox called View all tickets in the staff member record provides visibility of those additional tickets by scope.

Example: Dale is the main customer contact for the XYZ organization. He is provided a scope that allows him to see all tickets related to his organization, even tickets not created by him, so the View all tickets checkbox is enabled. Brandon from the XYZ organization contacts the service desk to submit a ticket as well. Initially it's unclear whether Brandon should have access to any other tickets beyond the tickets he himself creates, so the View all tickets is left unchecked. Later, if Dale okays greater access for Brandon, the service desk provider can assign a scope to Brandon and check the View all tickets checkbox.