Supporting files are the personnel files of your TOPdesk environment. They hold all data related to persons, operators and suppliers on person, operator and supplier ‘cards’. These tutorials will explain how to create and use these cards most effectively. Part II of the tutorials about the supporting files contain the following videos:
How to create an Operator Group:
This video explains what operator groups are and how they can be created and used in TOPdesk. Operator groups are used to divide operators into groups based on practical considerations. Operators who share tasks, responsibilities and activities are usually grouped. For example, in an organization with three system administrators, a 'System Administration' operator group can be created and all system administrators can be linked to this group. This way, tasks can be assigned to this group rather than any singular system administrator, and members of this group can collaborate more efficiently.
How to Assign Permissions to Operators:
This video explains what permissions and permission groups are, how they can be created and how they can be used to assign permissions to operators and operator groups. In TOPdesk, operators can only see and use functionalities they are authorized to see and use. For example, only the HR department might be authorized to see HR incidents. Permission groups make it easier to authorize in bulk. The permissions needed by operators to see and process HR incidents can be grouped into an ‘HR Permission group’. The ‘HR Permission group’ can then be assigned (linked) to HR operators or, preferably, to the entire HR department operator group (see video ‘how to create operator groups).
Permissions vs. Tasks:
This video explains the difference between permissions and tasks, and when and how they can be used. Permissions are authorizations that determine what a linked operator may do in TOPdesk. For example, operators from the HR department are linked to a permission group that allows them to see and resolve HR calls. Tasks determine which operator can be assigned to a call. For example, a call about a broken monitor is assignable to different operators than a call about a contract.
How to copy an Operator Profile:
This video explains what an operator profile is and how it can be copied to quickly create a new operator with the same profile. After creating an operator with the right tasks and permissions in TOPdesk you can reuse this configuration. The data from an operator profile can be copied by upgrading a person to an operator and creating a new operator card with this data.
