Setting Up Support
Representative Groups Setting Up Support
Representative Groups
Use the Support Representative tab in the Core Settings | Groups screen
to create support representative groups for functionality such as routing,
reporting, and restricting access to iSupport functionality. Note that
the Administrators group and the Support group are included by default
in iSupport. Note that you can utilize
Active Directory or other LDAP directory servers as a source for iSupport's
asset, customer, and support representative information. 
iSupport
Data Source Integration
Use the Details tab in the Support Representative Group screen to enter a name and description of the group, enable chat, and other options.
Group Name
|
Enter the name of the group. This name will appear for selection in views and group-based routing dialogs. |
Group Type |
Enter a label that can be assigned to multiple groups for reporting, use in rules, etc. |
Enable Customer Chat |
This field will appear if mySupport Chat feature is enabled in the Core Settings | Feature Basics screen. Select Yes to set options on the mySupport Chat tab for support representatives in the group using the mySupport Chat feature. See the Configuring Chat Options section below. |
Limit Route to Primary Members |
Select Yes to filter the listed support representatives in the group to only the members of the group who are available and who have the group set as their primary group. |
Description |
Enter a description of the group. This description will display in the Group view in the Configuration database. |
Click the Add link on the Associated Roles tab to assign one or more predefined roles to the group. Each role has a set of permissions; you can assign roles to individual support representatives or groups of support representatives. If multiple roles are added, all permissions associated with those roles will be in effect for the group. You can view all of the permissions configured for the associated roles via the Effective Permissions tab. You can view all of the permissions that will take effect for a support representative via the Effective Permissions tab in the Support Representative Profile screen. See Configuring Roles for information on defining roles with selected permissions.
Use the Membership tab to add support representatives to and remove support representatives from a group.
When a support representative logs in, the permissions of their primary group will apply.
You can also add support representatives to a group via the Support Representative Profile screen; an asterisk indicates that the group has been designated as the support representative’s primary group in that screen.
Use the Desktop tab to view the Desktop items (dashboards, views, charts, calendars, and discussion feeds) that the group has access to, and specify the available Desktop components and records/features that will be involved when members of the group perform a global search.
A Yes in the Globally Shared column indicates that there are no group access restrictions for an item; a No in that column indicates that the item has been restricted.
Override Allowed Components - Select Yes to override the settings in the Options and Tools | Customize | Desktop Settings screen (which designates the components available to all representatives) and use the Allowed Components tab to specify available components for members of the group.
Override Allowed in Global Search - A Global search can be performed via the Global Search component on the Desktop as well as the View | Search feature in the Incident screen. The types of records and features that are involved in a global search are specified in the Options and Tools | Customize | Desktop Settings screen; select Yes to override those settings and use the Allowed in Global Search tab to specify the types of records and features involved in searches for members of the group.
Use the Work
Item UI tab to restrict status labels to appear in
entry screens and select the layout containing the fields and tabs that
will display when support representatives in the group access the Incident
screen. You can use the New 
and View/Edit 
icons to access the Layouts
configuration screen.
Use the Restrict <Incident/Change> Statuses to designate the status labels that will be available for selection in incidents/changes created by the template, select On and then select the labels via the <Incident/Change> Statuses to Display field. Note that this applies only to each support representative’s primary group.
Depending on the type of work item, a layout can also be associated with a category, customer group, or template; the Order of Precedence link on a tab in the Layouts list screen determines which layout to use when more than one reference is applicable (for example, if the logged in rep's primary group has a layout as does the selected category).
Use the <work item> Default
Quick Access Items fields to configure a set
of quick access icons for commonly-used functions
to display in the menu bar at the top of the applicable work item screen
by default; this set will be replaced once a user adds icons in those
screens via the Open Quick Access Dialog 
icon.
Use the mySupport Chat tab to set options for support representatives in the group using the mySupport Chat feature. See Configuring mySupport Chat for more information. Note that these options do not apply to the Rep to Rep Chat feature.
Auto Create Incident for Accepted Chats |
Select On to automatically create an incident once a support representative in the group accepts a customer chat. A link to the incident will be included in the chat window. If you select Off, icons will be added for adding the chat transcript to the history of a new or existing incident. |
Incident Template for Accepted Chats |
Select or create (via the Create New |
Max Number of Chats Per Rep |
Enter the maximum number of accepted chat dialogs that can be open at one time for a support representative. |
Chat Accepted Response |
Select or create (via the Create New |
Chat Ended by Rep Message |
Enter the message to appear to the customer when the support representative ends the chat. |
Request Incident Feedback at End of Chat |
Select On to enable display of an incident feedback question (configured via the Feedback tab in the Incident Feature Basics screen) and Comments dialog at the end of the chat. |
(Scheduling calendar) |
In order for chat requests to appear to support representatives in the group, you’ll need to double-click in the calendar to schedule chat availability for each support representative. The Add Appointment dialog will appear; you can select an All Day option for 24-hour availability or set a timeframe. You can also set recurring appointments. Right-click on the calendar to display a menu of calendar options. |
Use a signing agreement to display details in the Sign dialog in the Incident and Change work item screens. Signing agreements can be associated with customer and support representative groups, categories, and incident and change templates. If an incident or change involves more than one associated signing agreement (group, category, or template), all will be included in the Sign dialog in a dropdown for selection. (Note that “Blank” is also included for displaying no text above the signing line.) Use the Signing Agreements tab to select the agreements to appear for selection in the dropdown when the incident or change involves the associated support representative group. Use the plus sign icon to create an agreement via the Signing Agreements configuration screen.
