How to configure Octopus to use multiple service desks?

This article explains how to configure Octopus so that incidents/SRs created using the web application or by email are automatically assigned to the right service desk group based on the user's location.

Step 1: Create a service desk groups for each service desk

  • Go to "Tool > Reference Data Management"

  • Go to "General > Groups"

  • Rename the existing "Service Desk" groups to "Service Desk - Montreal"

  • Create a new group called "Service Desk - Vancouver".

  • Assign technicians to the group where they work.

Step 2: Assign a Service Desk group to each Site

In Octopus, Sites represent the offices or buildings that your service desks support. A service desk groups must be assigned to every Site.

  • Go to "Tool > Reference Data Management"

  • Go to "General > Sites"

  • For each site, select the correct service desk group in the "Service Desk" field.

Step 3: Assign a Site to each User

In order to be able to assign requests to the right service desk group based on the user's location, every user must be assigned to a Site. If ever a user is not assigned to a site, the system will assign to incident to the default group (the one previously called "Service Desk").

There are multiple ways to automatically link users and sites. Contact us if you want to know more about this.

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