Adding a New Object to your Organizational Hierarchy

Overview:

This option will allow you to add a new object to your Organizational Hierarchy.  HelpSTAR's Organizational Hierarchy allows you to define your departmental structure and the queues you want associated with them.  This organizational view has been designed to combine the functionality of managing your existing Organizational Units (or Departments) and the queues intended for each department.  For example, you can have a Sales Organizational Unit and several sales queues attached to them.

In the Enterprise Multi-Division Edition, you will have the option to create multiple "Service Centers" for each Organizational Unit (or in previous versions, "departments"), and create a separate dispatch location and its own queue structure below it.  Through Role Based Access Control, you can set permissions to limit access to specific users or teams belonging to this particular Organizational Unit.

In the Enterprise Edition, your Organizational Hierarchy will work as a single Organizational Unit.  Only one dispatch folder will be present and your queue structure will be organized as it has in previous versions. 

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• Name: Enter the name of for your Organizational Hierarchy Type

• Type: If you have a custom Organization Hierarchy created via User Defined Fields, select the desired custom type.

1. OU/Folder Type

Types of Objects to Add to Your Organizational Hierarchy

• Organizational Unit: Select this option to add a new department or OU is a container in which multiple users can be grouped.  Each OU can contain sub folders to group users.  This folder cannot be used to route service requests.

• Dispatch: Select this option to add a folder where new requests will be submitted to.  From this folder, a dispatcher can review the request, ensure enough information is present, and route/prioritize request as needed.

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• Allow request to be Closed in this folder –this option allows a user the ability to close a request from this dispatch folder.

• Allow request to be Approved in this folder – this option allows a user the ability to provide a performance rating on a request that was closed in this dispatch folder.

• Default Begin Work – any request logged in this folder will be logged with a default begin work status of ASAP.

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• Generic Queue Folder: A skilled based queue for multiple Support Reps to be assigned to.  Queues ensure a balanced workload between support reps and accurate prioritization of requests. Adding this object allows you to add queues (or holding areas) where service requests are stored until a qualified rep is available to begin work on a request.

• Allow request to be Closed in this folder –this option allows a user the ability to close a request from this generic queue folder.

• Allow request to be Approved in this folder – this option allows a user the ability to provide a performance rating on a request that was closed in this generic queue folder.

• Default Begin Work – any request logged in this generic queue folder will be logged with a default begin work status of ASAP.

• Allowed Begin Work Options in this Folder - you will also have the option to allow which Begin Work statuses can be used on a Service Request that resides in this folder. 

                     For example, you wish to restrict your Support Reps suspending a request that is routed to this Queue Folder, you can uncheck the Suspended option here

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• Notes of Creating a Dispatch or a Generic Queue Folder

• A dispatch folder can only be created under an Organizational Unit that has been specified as a Service Center. 

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See Also:

Manage Existing Organizational Hierarchy 

Re-activate Organization Hierarchy