OVERVIEW
A department head has the ability to review any of the submitted support requests their employees have put in to the Alloy system either by the web portal or email submission.
PROCEDURE
When an employee User record is added in the domain's Active Directory their Manager is identified.
When Alloy runs the AD sync to maintain the person records that it contains for access to the help.salem.com support portal the Manager attribute is also consumed and added to the person record.
Alloy uses this attribute to provide access to subordinate employee's support submissions.
For a manager to use this they will navigate to help.salem.com and log into the system with their credentials.
After logging in they will have the options to review "My Tickets and Requests", "Submit a Ticket", "Browse the Knowledge Base" or review the Announcements on the right.
In this case the manager would want to enter the section "My Tickets and Requests".
This will open the page where the manager will be able to see the tickets that they have submitted, or were submitted on their behalf. In the below example the manager has no tickets that were submitted.
To be able to review the subordinate employees tickets the manager will choose the "All Tickets V" button:
Here the manager can then choose to review
- All Tickets [their own]
- Open Tickets [their own]
- Closed Tickets [their own]
- All Tickets (Manager) [as in who they are noted manager of]
- Open Tickets (Manager) [as in who they are noted manager of]
- Closed Tickets (Manager) [as in who they are noted manager of]
Choosing "All Tickets (Manager)" would then show all the submitted tickets any/all of the user accounts the manager is attributed as Manager to in one location.
The manager can then scroll through all of the tickets to find what they are searching for, then be able to review the requester's communication with IT staff.
REFERENCE
This function is available to Domain users as well as standard authentication users. Standard authenticated accounts would need to be verified the list of subordinates attributed to as AD does not maintain these accounts on a daily basis as Active Directory does.