Organizational Hierarchy Properties

Overview:

 

Organizational Unit Properties allows you to view details of an OU or object listed in your Organizational Hierarchy.

 

 

 

 

 

1. Queue Folder

• 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.

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4. 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.

• 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 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