This article covers how to set up and use teams in the Dalux FM HelpDesk.
Teams are used to manage users and control what is visible within Dalux FM. When teams are used together with topics, you can automate who can see and receive different tickets.
You can create multiple teams and organize them in groups for an easy overview of roles and responsibilities. Within Teams and groups, it is possible to set permissions and control visibility.
Table of contents
- How to set up teams in Dalux FM
- How to create and manage teams
- How to create and manage groups
- How to add users to teams
How to set up teams in Dalux FM
Note
The placement of the settings depends on which modules are active in your Dalux FM instance. If you have Operations & maintenance (O&M) it will always be located in:
Settings
Operations & maintenance
'Teams'
If you only have the HelpDesk module, the settings can be found in:
Settings
HelpDesk
'Teams'
How to create and manage teams
User rights
Teams can be created and managed by Dalux FM administrators or users with HelpDesk administrator rights in their user role. You can read more about user roles in this article: User roles and regions.
Teams can be created and managed from Settings
HelpDesk
'Teams'.
It is advisable to create teams based on the type of ticket you wish to use. For instance, you can create a team for electrical work-related tickets, which can be assigned all electrical work tickets.
To create a new team, click on the -icon.
When creating a new team, you must at least enter a name and select which group the team should be placed in. You can also enter a description.
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When creating teams with HelpDesk only, there are no options to select templates, as these are created in the O&M module.
You can add team members when creating the team by clicking Add. This is covered in detail below.
When done click on 'Create'.
To edit a team, click on the team and the window will open again, where the information can be edited. To delete a team, click the -icon when hovering over a team. Note that you cannot delete a team if it has been assigned to topics. You will need to reassign topics to another team first.
How to create and manage groups
You can organize teams into groups to provide an overview of your different teams. Groups can also control the visibility of the teams. You have the option to restrict the visibility of a group and the teams within it to only those in the group.
To add a new group, click Add team group.
Give the group a name and set the visibility. You can set the visibility to:
- Everyone - Teams in the group are visible to other teams outside the group
- Limited - Teams in the group are only visible to members of its teams or administrators
Limited visibility is mainly used when creating tickets where you do not want teams to be able to assign tickets across groups. It can also be used if you have many teams and want to limit the number of visible teams for different groups or privacy reasons.
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You can drag and drop teams from one group to another to quickly organize your teams.
Groups can be managed by hovering over the name and clicking either the -icon to edit the group or the
-icon to delete the group. Note that you can only delete empty groups, so teams will have to be moved or deleted first.
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How to add users to teams
Users can be added to teams either directly if they are already part of the Dalux FM instance, or by being invited to the instance as part of being added to teams.
To add users to a team, open a team by clicking on it, and then clicking Add in the 'Team members' section.
Existing users can be added by typing in their name or email. If you want to create a new user, you can do so from here by clicking 'Create new'.
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When adding a user to a team, you can set whether the team is a primary team for that user. If this is toggled on, tickets for the team will appear in both 'My new' and 'Team tickets' inboxes.
If it is toggled off, tickets are still visible but will be shown in the "Other teams' tickets" inbox.
If you check the notification box, an email will be sent to the user when changes are made to tickets, such as status changes or new assignees.
Permissions can also be set to the following option:
- Full - This makes it possible to select the user as responsible for the tickets within the team
- Limited - The user can not be set as responsible but can see and edit the tickets for the team
- Observer - The user can not be set as responsible and can only see the tickets for the team
The permissions for a team member are only to control permissions within the team. If a user in a team needs to have either view or edit access to HelpDesk, these permissions will need to be a part of their user role. You can read more about user roles in this article: User roles and regions.
To change settings for a team member, open the team, select the team member you wish to edit and click Edit. Team members can also be removed from a team by selecting them and clicking
Remove.
To get an overview of teams, click on the search bar to switch to a list view.
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With teams and groups set up and users added to the teams, they can now be used together with topics. Topics are used in the Dalux FM HelpDesk app or HelpDesk portal to make it easier for reporters to send tickets.
Read more
To learn more about how to use topics in Dalux FM HelpDesk, you can read this article: HelpDesk topics.