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Teams

Teams serve a different purpose for customers/end users and for power users. For end users, unless you need to provide multiple branded interfaces to different sets of users, or expect your end users to access the system in multiple languages, it is simplest to put them all in one team with the word 'customer' in the title, such as Customer Team or Internal Customer Team.

If you need to provide a custom look and feel and customer branding to different sets of users, then you will need a separate customer team to go with each look and feel scheme. Teams can also be associated with a different default language, so it would make sense to have language-based customer teams if you were planning to run the program in a multi-lingual environment.

For power users, teams are used to identify the functional units to whom records may be assigned. You will want a team for each assignment group (sometimes called a Queue). Teams can be hierarchical, so you may set up a hierarchy such that you can send an email to a mid-level team and the members of its subteams will receive the email. Users have one primary team, which defines the look and feel they see and their default table views. They can be members of as many additional teams as needed, so they are CC'd on emails and included in the assignment list for items assignable to those teams.

Controlling Date and Date/Time Field Display Format

Teams also control the default date and time field display characteristics. A person's primary team defines whether a date field is displayed as mar 1 2017 18:00 or 3/1/17 6:00 pm, for instance. These formats are set on the Format tab of the team.

Individual date fields may be configured to always use a specific format, but if they use the "default" format, then the person's team definition determines the format shown to that user.

Teams Table is Special

The Teams table is a system table with some special hard-coded fields, such as the Working Hours and language fields, Formats for date fields, the team name, label, description, Team Leader, and some screen refresh options. It also has some custom fields that can be modified, and you can add your own custom fields to the teams table to manage any other information associated with your teams. If you edit the teams table setup, you will only be able to modify the custom fields and their layout options.

Creating new teams and accessing all of their attributes is done through the Setup > Access > Manage Teams screen. Editing just the custom fields and adding users may also be done through the Teams tab on the left toolbar.

Managing Team Membership

Team membership is controlled by two fields in the user record that are linked to the Teams Table: Primary Team (single choice), and Teams (multi-choice). We recommend adding a user's Primary Team to the multi-choice Teams field along with any additional teams. This way a user's entire team membership can be found in a single field, which makes searching and filtering easier.

When you initially import users into the system, you can import their primary team and teams' values, with multiple comma separated values with no spaces. Once users are in the system, you may update team membership by editing specific users or by editing the team through the Teams tab, and looking up and importing users for the embedded Primary Team Members or Team Members tables shown on the Custom Fields tab for the Team. Looking up and selecting a user for either of these tables changes the linked field in the user's own user record to point to this team.

Default Teams

The teams shown below have been set up as the default teams for the application. You can delete any teams you do not need and you can rename any team to match your own company's naming conventions. You can of course also create any additional teams you need. This is best done by going to Setup > Access > Manage Teams and either editing a team or creating a new one there. Be sure to set the team's format for date/time fields to be consistent.

Teams

Description

1st Level Support Team

First Level Support Team

2nd Level Support Team

Second Level Support Team

Admin Team

Used for system notifications about rule, email and other errors

Backup and Storage Team

Asset Backup and Storage Team

Change Approver Team

Change Approver Team

Change Management Team

Change Team

Compliance Team

Compliance Team used in contract approvals

Configuration Management Team

Asset Team

Contract Management Team

Contract Management Team

Contract Owner Team

For staff contract owners/buyers

Custom Applications Team

Asset Software Team

Customer Team

External Customer Team

Database Team

Asset Database Team

Desktop Applications Team

Asset Desktop and Support Team

Document Creator Team

Document Creator Team for internal end users. If using external users, then change the parent team.

Document Management Team

Team for Document Management

Document Reviewers Team

People who have been identified to review documents.

Facilities Team

Facilities support team

Finance Team

Finance team used in contract approvals

HR Team

Human Resources Team. Acts on new employee Service Request Tasks.

Internal Customer Team

Internal Customer Team

Knowledge Team

Knowledge Team for publishing FAQs

Legal Team

Legal Team approves contracts

Marketing Team

Marketing Team

Network Operations Team

Asset Network Team

Office Mgmt Team

Office management support team

Professional Services Team

Used for assignment of customer projects

Project Manager Team

Team for internal projects

Purchasing Team

Purchasing Team responsible for purchase requests

Risk Team

Risk team approves contracts

Sales Team

Sales Team

Security Team

Asset Security and Support and Change Team

Server Team

Asset Server Team

Service Management Team

This is the primary team for Service Managers

System Administration Team

Asset Sys Admin Team

Vendor Management Team

Vendor Management Team

Vendor Team

Container for external Vendors - used in Contract Management

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