Set Up Servicing Teams (Resource Manager)

Servicing teams are set up by the district or a school. Teams set up by the district can include a head and members from different sites. Schools can make a district-created team local, then assign a local head and members.

After teams are set up, Resource Manager automatically assigns a help ticket to the head of the local team responsible for that resource type. If there is no local designated head, Resource Manager assigns the ticket to the district head. If there is no district head, the school or district must manually assign the ticket to a technician.

Create a Servicing Team

  1. Select Catalog > Add Resource > Edit Templates sub-tab.
  2. Find the template you want to create a team for, and click Edit icon..
  3. Select the Assign repair responsibility checkbox, and then click Other.
  4. On the Manage Servicing Teams page, click Add Team.
  5. Type a team name in the Servicing Team Name field (max 50 characters).
  6. If you are ready to add a team head and members, continue to the next set of steps; otherwise, click Save.

Assign a team head and members to a team:

  1. To designate the head of the team, click Select.
  2. Search for and click Select next to the appropriate patron.
  3. Click Save.
  4. In the Add Members section, search for team members, and click Add next to their name. Repeat this step until you've added all members.
  5. Click Save.

The Servicing Team page has a Members Assigned column, which includes the head of the team.

The servicing team appears on the Add Template and Edit Template pages. If a template has a servicing team assigned to it, any template below it inherits the servicing team.

Notes:

Once servicing teams are created, a help ticket is automatically assigned to the head of the local team responsible for repairing that resource. The help ticket appears in the Open section of the Track sub-tab.

The assigned servicing team and members appear in the help ticket's history and on the Deleted Resources report.