Team Members
Each Queue may have a list of Team Members. A Team Member has the following options:
- Supervisor - Yes or
No. A Supervisor of a Queue may have more functionality than a
non-Supervisor depending on the Queue settings.
- Round Robin - Yes or
No. If a Queue is set to do automated assignment of Tickets
via round robin selection, this setting determines whether the Team Member is available
for selection in the round robin. This is useful for excluding Team Members such as
Supervisors or Team Members that are unavailable.
A Team Member also has settings that control whether or not notifications of Ticket Updates
or Messages are sent to them. There are settings for when the Team Member is the Assignee
and when just a monitor. The following settings are used as defaults when adding a Team
Member as a Ticket Subscriber. This facilitates per Ticket control over receiving Ticket
Updates or receiving Messages. Ticket Updates are sent only if the
System Email
Templates template
Ticket Notification is
Active. The settings are:
- Ticket Updates - Ticket Updates for which emails are sent
are:
- New - A new Ticket is created.
- Assignment - A Ticket has a new Assignee. If a Assignee is changed from one
Authorized User to another, an email will be sent to both
parties
- Status
- Queue
- Priority - An email will be sent only if the Priority changes and the Priority
Threshold of the Ticket Subscriber is met or exceeded.
- Issue
- Delete - A Ticket is deleted.
- Receive Messages - This denotes whether or not Messages added to a Ticket are
forwarded to the Ticket Subscriber.
Ticket Subscribers
Ticket Subscribers are Authorized Users that are monitoring the progress
of a Ticket. They optionally may choose to receive Messages when emailed.
Team Members of a Queue are by definition a Ticket Subscriber of Tickets associated with
the Queue. The Team Member may choose to add a Ticket Subscriber record to customize the
settings for a particular Ticket.
In additions to Team Members, any Open Authorized User may be a Ticket
Subscriber if allowed by the Queue. A Assignee that is not a Team Member is always a Ticket
Subscriber.
Ticket Subscribers may be removed from Tickets. In addition, Ticket
Updates, Receives Messages and Priority
Threshold may be set on a per Ticket basis for a Ticket Subscriber.
If the Queue on a Ticket is changed, existing Ticket Subscribers are removed. If the Issue
on a Ticket is changed and Service Level Agreements are in place, the Priority Thresholds
for the Ticket Subscribers will be reset.
If settings for receiving Messages on the Ticket Subscriber conflict with the Queue
settings, the most restrictive setting will be used. In other words, if the Queue setting
does not allow sending of Messages, even if the Ticket Subscribers requests it, Messages
will not be sent. However, if the Queue does allow Messages to be sent and the Ticket
Subscriber does not want to receive Messages, Messages will not be sent to the Ticket
Subscriber.
