Create a new department

Multiple departments and sub-departments can be created within each company in the Tree view.

A key consideration when adding a department to the database is whether it's going to be an 'end-user' or 'technical' area. If you expect the department to be assigned items, it must be flagged as technical and be given the appropriate permissions.

To create a new department

1. Select the Admin tab and click the Users icon in the toolbar. The current Tree view appears.

2. Click New Department in the toolbar. The New Department window is displayed.

3. Enter the following (fields marked with a * are compulsory):

   Select the company that the department should be attached to. If this is to be a sub-department of another, select the ’parent’ department. Enter the new department name. If the department is to be responsible for receiving and resolving problems, flag it as technical.

   Decide where items raised by this department should be assigned. This can be to any other technical department or ServiceDesk Operator. If this information was added at company level, you do not have to specify the same details again as they are inherited. However, you can select another assignee for individual departments if required.

4. Click Save.

5. The new department is added to the Tree view.

6. With the new record selected in the Tree view, apply the appropriate preferences, permissions and Operators. In addition, once ’users’ are added to the department, you can assign a ’departmental manager’. As part of the workflow process, you can copy automated email notifications to the nominated person.

   If this is a technical department, you can choose who new items are assigned to (by default, they are assigned to the manager). The assignment methods available are:

   Manager: Assigns new items to the manager of the department.

   Specific person: Assigns new items to a specific person in the department (you need to create the user record before being able to do this).

   Circular: Automatically assigns new items to each Operator in turn, allowing them to be evenly distributed.

   Load balance: Assigns new items to the Operator with the least open items (any items that don't have a closed status).

See also:

Create a new company

Create users

Multi-factor authentication