Service Organisations

Owned by Thorsten Boedeker
Last updated: Apr 22, 2024
6 min read

The Service Organisations tab can be used to create, delete and edit service organisations for a company.

Service Organisations allow to set up the organisational structure of the manufacturer / service provider if the company is divided into different sales and/or service locations. An example would be to set up a Service Organisation for every country with a service location. Service Organisations allow to grant users access to the different locations and the respective customers.

The Service Organisations overview displays information such as:


  • Service Organisation
    • Name of the Service Organisation.
  • Follow the Sun
    • Follow the Sun is a feature that allows different service organizations to provide support during their office hours for all other organisations. This can ensure 24/7 support availability for service recipients, regardless of the original organisation's office hours.
  • Status
    • Calculated availability information, based on office hours.
  • Office Hours
    • Time this Service Organisation is available (Holidays are currently not configurable).
  • Time Zone
    • Time zone for the Follow the Sun configuration.
  • Dispatcher
    • The dispatcher is a user belonging to the Service Organisation that gets an alert when a Service Case gets delegated to his Service Organisation via the Follow the Sun feature.
  • Blacklist
    • The Service Organisation blacklist is used to exclude specific other Service Organisations from being available to handle Service Cases when this organisation is out of office.


Main View



List of Service Organisations.

  • Sort the list by using the buttons in the top row.
  • Search for a certain term within a respective column using the filter button and typing something into the search field.

→





Create new Service Organisation

  • Create a new Service Organization by clicking the button.








A dialog for entering the Service Organisation details opens.

  1. Type in a name for the Service Organization in field Name (mandatory).
  2. Type a description for the Service Organization in field Description (optional).
  3. Continue adding the new  Serviced Organization by clicking the   button.


Follow the Sun

Follow The Sun is a feature that allows different service organizations to provide support at their office hours for all other organisations. This can ensure 24/7 support availability for service recipients, regardless of the original organisation's office hours.





  1. Enable Follow the Sun by activating the respective button: .
  2. Continue by clicking the   button.


Select one or more dispatchers

The dispatcher is a user that gets an alert in the form of an email when a Service Case gets delegated to the Follow the Sun Service Organisation.

  1. Select one or more dispatchers from the dropdown list.
  2. Continue by clicking the   button.

Blacklist

The Service Organisation blacklist is used to exclude specific other Service Organisations from being available to handle Service Cases when this organisation is out of office.

  1. Select one or more Service Organizations to exclude from your service from the dropdown list, if desired.
  2. Continue by clicking the   button.

Schedule Office Hours

If you don't specify hours here, we'll default to an always-on (24/7) schedule. You can also add multiple operating-hour slots per day. The gap between two slots will be considered a break. Office hours are local times for the timezone you selected above.

  1. Select a timezone from the Timezone dropdown list. If no timezone is selected, Berlin, Germany will be set as default.
  2. Add office hours by clicking .
  3. Set the office hours by clicking
    1. Everyday for every day of the week.
    2. Weekdays for Monday to Friday.
    3. Weekends for Saturday and Sunday.
  4. Choose an office hours start time by typing a time in the From field or use the time chooser .
  5. Choose an office hours end time by typing a time in the To field or use the time chooser .
  6. Confirm the chosen office hours via .
  7. Proceed by clicking the   button.



        →      

A summary of the created Service Organisation is displayed.

  • Edit previous entries via .

or

  • Submit your input via .






Edit existing Service Organisation

  • Edit an existing entry by clicking the button.
  • Delete an existing entry by clicking the button.





After clicking the button:

A dialog for entering the Service Organisation details opens.

  1. Type in a name for the Service Organization in field Name (mandatory).
  2. Type a description for the Service Organization in field Description (optional).
  3. Continue adding the new  Serviced Organization by clicking the   button.

Follow the Sun

Follow The Sun is a feature that allows different service organizations to provide support at different times. This can ensure 24/7 support availability for service recipients, regardless of the original organisation's office hours.





  1. Enable Follow the Sun by activating the respective button: .
  2. Continue by clicking the   button.

Select one or more dispatchers

The dispatcher is a user that gets an alert in the form of an email when a Service Case gets delegated to the Follow the Sun Service Organisation.

  1. Select one or more dispatchers from the dropdown list.
  2. Continue by clicking the   button.

Blacklist

The Service Organisation blacklist is used to exclude specific other Service Organisations from being available to handle Service Cases when this organisation is out of office.

  1. Select one or more Service Organizations to exclude from your service from the dropdown list, if desired.
  2. Continue by clicking the   button.
Schedule Office Hours

If you don't specify hours here, we'll default to an always-on (24/7) schedule. You can also add multiple operating-hour slots per day. The gap between two slots will be considered a break. Office hours are local times for the timezone you selected above.

  1. Select a timezone from the Timezone dropdown list. If no timezone is selected, Berlin, Germany will be set as default.
  2. Add office hours by clicking .
  3. Set the office hours by clicking
    1. Everyday for every day of the week.
    2. Weekdays for Monday to Friday.
    3. Weekends for Saturday and Sunday.
  4. Choose an office hours start time by typing a time in the From field or use the time chooser .
  5. Choose an office hours end time by typing a time in the To field or use the time chooser .
  6. Confirm the chosen office hours via .
  7. Proceed by clicking the   button.

        →      

A summary of the created Service Organisation is displayed.

  • Edit previous entries via .

or

  • Submit your input via .
  • Customize the displayed columns by clicking on .
  • Check the entries from the list of columns to be displayed in the overview.
  • Align the sequence of the entries by dragging & dropping the entries in your desired order.

The selections will be permanently stored for your user and can be reset to factory setting by clicking .