OU Management

Client - Organization Unit

The Tab Organization Unit under Clients Management\Clients\Clients allows to manage the Organization Unit (OU) tree related to each Clients.

For a detailed description check here: Client Management

Admin Kit - Support functions to manage OU

In General\System\Admin Kit are available some support functions. Two of them are related to Organization Unit:

Upload Relations Resources-Clients 
Upload Organization Unit on Client

Upload OU on Client

This feature is based on the upload of an xls file formatted as shown below.

The Client with name corresponding to CLIENT DIVISION + " " + CLIENT REGION will be added the Organizational Units present in columns OU_1, OU_2 ... OU_9, respecting the hierarchy present in the xls file (if the Customer or the Organizational Unit are not present an error message will be visualized).

The relation between OU and resource will be added to the Organizational Unit (if this is found and if the relationship is not already present).

To remove relations among Resources and Clients, follow these steps:

1. Optionally select Clients on which to perform operation in Clients filter.
2. Click on the Delete Resources on Clients button to delete the relations on the selected Clients.
3. Click the Delete all Relationships button to delete the relations among all Clients and all Resources.

To insert/update relations among Resources and Clients, follow these steps:

1. Optionally check the Add not found resource option if is required to add the not found Resources
2. Optionally check Add not found Organization Unit if is required to add Organization Units 
(if this option is not checked the OU will not be added, but only updated if found)
3. Optionally check Associate OU Manager for child units if is required to set to OU Managers also
for child OUs.

OU import management rules:

A resource may belong to only one OU as Member: if it is related to another OU during xls import, it 
relation with previous OU will be removed and a new relation will be created with the specified OU.
When a resource is added to an OU, the Member flag is automatically activated. 
A resource can be OU Manager of multiple OUs.
A resource can be both a Member and an OU Manager of an OU.

Expected xls format:

Field	Meaning	Comments
CLIENT DIVISION *	First part of the customer's name
CLIENT REGION *	Second part of the customer's name
OU_1 *	First Level Organizational Unit: at least one Organizational Unit must be present because the Resource can't be associated directly with the Client
OU_[2…10]	Organizational Units (optional) of level from 2 to 10 (the depth of the Tree of Organization Units associated to each Client can be 10).
RESOURCE NAME *	Name of the Resource
RESOURCE SURNAME *	Surname of the Resource
Manager(yes-no) *	Allows to set whether the Resource is Organization Unit Manager

The button Report allows to view the current situation of relations among Resources and Clients.

The button Update User Info in all the Tickets allows to update all the data in the User Info Tab of the Tickets as filtered in Customers \ OUs and addresses. This operation is high impacting on performance and on data structure: is strongly suggested to create a backup of the DB before proceeding and to run it at low system load time.

Upload Resource on OU

This feature is based on the upload of an xls file formatted as shown below.

The page allows to import one or more Organization Unit per Client with a specific Parent - Child structure.

To insert/update OUs on Clients, follow these steps:

1. Select the xls file
2. Click on button Submit

The Clients and the Organization Units are identified by Name, not by ID (the columns Id and Parent id are used only for identification of the Father - Child structure).

Expected xls format:

Field	Meaning	Comments
Id*	Temporary ID used during import to create the OU tree structure
Parent id	Temporary ID used during import to create the OU tree structure
Client*	Client Name
OU Name*	OU Name
Address*	OU Address
City*	OU City
Region	OU Region
Postal Code	OU Postal Code
Country	OU Country
Phone	OU Phone
Fax	OU Fax
Email	OU mail
Custom Field1	A custom field usable to insert some not standard OU information
Custom Field2	A custom field usable to insert some not standard OU information
Custom Field3	A custom field usable to insert some not standard OU information
Notes	Notes field
Use for Ticket Info (1-0)*	If set to 1, the current address will be visualized in the "User Info" tab of the Ticket if the current Resource is chosen as the requestor for the ticket.

The system generates a message in the following cases:

Client not found
Parent Organization Unit not found
Organization Unit inserted
Organizational Unit updated

The button "Update all the Tickets - User Info" allows you to update all the data in the User Info Tab of the Tickets as per current settings relative to Customers \ OUs and addresses.

This operation is high impacting on performance and on data structure: is strongly suggested to create a backup of the DB before proceeding and to run it at low system load time.

Company Info

In Company management (General\Company\Company Info) are present the following configuration options related to OU Management.

Custom fields in OU

The following options can be found in General\Company\Company Info - Tab Module Options\Sub Tab Clients

Each Organization Unit allows to set 6 custom fields.

Here is possible to:

Define the localization of each custom field.
Define if the custom field is visible in Client\Organization Unit management
Define if the custom field is mandatory in Client\Organization Unit management

Other Options

The following options can be found in General\Company\Company Info - Tab Module Options\Sub Tab Options

In section Add Requester by Resource options are present:

Max number of Organization Unit Levels: define how many levels of droplist will be available in 
function Add Request by Resource - Step 1.

Hide Client Dimension: if checked, the Client selection in Add Request by Resource - Step 1 will be
hidden.
This option can be activate only if Default Client is selected.

Default Client: allows to select the default Client in Add Request by Resource - Step 1.

In section Requester Options is present:

Requester Filter by Client/OU: the Requester in Ticket shall be filtered by Client and Organization
Unit selected in same Ticket.

Ticket Management - Fields related to Client and OU

The Organization Management tree defined for each Client can be used as data source for a special Ticket Custom Field: the custom field with type Resource.

Custom field with type "Resource"

The Ticket custom field may be defined in General\WorkFlow\Custom Fields.

A custom field with this type may have 3 different sub type:

Client: A Custom Field with this Sub Type will load as Data Source all the Active Clients. 
Organization Unit: A Custom Field with this Sub Type will load as Data Source all the Active
Organization Units.
It can be linked to a Custom Field with Sub Type Client: in this case the values of Organization Unit
field will be filtered by selected Client.
Name: A Custom Field with this Sub Type will load as Data Source all the Active
Resource.
It can be linked to a Custom Field with Sub Type Organization Unit: in this case the values of
Name field will be filtered by selected Organization Unit.

How to activate the Service Request visibility based on OU tree

In General\Ticket\SRCS shall be possible to define the visibility for each Service Request depending by Organization Unit of Resource.

In Service Request - Tab Organization Unit is possible to click on button lookup and select in popup the Organization Unit enabled to see current Service Request.

System will help with the proposal of Organization Units childs auto-selection.

The SRCS - Service Request visibility by Organization Unit can be configured by xls import, more details can be found here: Service Catalog Management (SRCS)

Ticket Management - Add Request by Resource

The purpose of this functionality is to create Ticket following a 3 steps mini-wizard oriented to Requested.

Step 1: This step allows to select the Ticket Requester.
The droplist Client and Organization Unit will filter Requester list by selected values.

Step 2: This step allows the selection of Service Request from Service Catalog, the Ticket will be  
created following Service Request configuration. 

Step 3: This step allows to complete the Ticket before its creation.

More details about the configuration of this functionality can be found here: TBC