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.Workgroups v2020.2

Workgroups Grid example

A Workgroup is a collection of employees working together to achieve a common goal. The nature of the goal can be project-specific – for example, a team of employees collaborating on a Service Desk item – or by function, such as Telecom, Programming, etc.

Adding a Workgroup

Navigate to Main > People > Workgroups to open the Workgroups Grid.

To add a new Workgroup to the Grid, click the Addbutton immediately above the Grid. 

Add New Workgroup form example

In the Workgroup data entry form, the User is prompted to define a number of fields. The Workgroup Name is the first required field.

Each Workgroup is assigned a Manager to oversee the group's operations. To select a Manager, click on the Search Icon in the Manager data field and select a Contact from the Workers/Contacts list. (Note: Only Contacts with the Worker type are selectable as Managers.)

Optional fields include Charge Catalog, Location Permissions, and Escalation Sequences.

Note: For more information on Escalation Sequences, see the 'Admin'.

Editing a Workgroup

Users can edit any item on the Workgroups grid by double-clicking the item or highlighting and clicking the Edit Selected button immediately above the Grid. This action opens the Workgroup's data entry form where edits can be made and saved.

Deleting a Workgroup

Users can delete items from the Workgroups Grid by clicking on an item and pressing the Delete Selected button immediately above the Grid.

Keep in mind that not all Workgroups can be deleted. A Workgroup can only be deleted if all the Workers assigned to it are associated with at least one other Workgroup.

Workgroup tabs


The tabs that appear in the Workgroups form can be used to input as much contact information as the User desires.

If a tab is marked as having a Required field, open that tab enter information in the field.

Once all required fields have been filled, click the Save New button at the bottom of the Workgroups form. The new Workgroups appears on the Workgroups Grid and elsewhere in the application when a User is prompted to define a Workgroups.

Workers & Rates tab

Of course, the key components of any Workgroup are the employees with which it is associated. To add members to the new Workgroup, use the tab labeled Workers & Rates.

To add a new Workgroup member, click the Add button immediately above the Grid displayed in the Workers & Rates tab.

Add New Worker Rates form example

In the Add New Worker form, the User is first prompted to select a Worker from the Workers/Contacts drop-down list. The User must then define the Worker's 'Hourly Rates'. Once all defined fields have been satisfied, click Save New button at the bottom of the form. The new Worker appears on the Grid displayed in the Workers & Rates tab of the Workgroup data entry form.

Note: All Contacts added as a Worker to a Workgroup are automatically given the 'Worker' contact type, assuming that the Contact does not already have the 'Worker' type.

Users can add as many Workers to a Workgroup as desired.

Once all required fields in the Workgroup data entry form have been satisfied, click the Save New button at the bottom of the form. The new Workgroup appears on the original Workgroups Grid.

Workers and Rates

Add New Worker Rates form

The 'Workers & Rates' tab will associate a Worker with a Workgroup and define their 'Hourly Rate' for billing purposes. The 'Hourly Rate' here is what the organization will charge for the Worker's labor, not necessarily what the Worker makes. The association will also show up in the Worker Workgroup tab.

  1. Click the  Add Button button.
  2. This will open the 'Add New Worker Rates' form.
    Add New Worker Rates form
  3. Set the 'Worker' to assign to the Workgroup.
  4. Enter values for the 'Hourly Rates'. All three fields, 'Regular', 'Overtime', and 'Double Overtime' are required fields.
  5. Click the Save New button button.

The Worker will now be associated with the defined Workgroup.

Location Permissions tab

Location Permissions

Locations Permissions tab

The 'Location Permissions' tab is on the Workgroups grid. The functionality of this tab allows an Admin to limit what Workgroup(s) can be assigned to a given Location.

Add

Using the 'Add' functionality a User can associate a Location Permission with a given Workgroup. This association will allow the Workgroup to be assigned tasks at a given Location.

  1. Click the Add button button.
  2. This will open the 'Add New Workgroup Locations' form.
    Add New Workgroup Locations form
  3. Select the Location(s) that are desired to associate with the given Workgroup.
  4. Click the Save and Close button button.

The Workgroup will now be associated with the given Location and be the only Location(s) that can be assigned to the given Workgroup elsewhere in PCR-360.

Delete Selected

This will remove a Location Permission from the given Workgroup record.

  1. Select the Location Permission to remove from the grid.
  2. Click the Delete Selected button button.
  3. The Permission on the current given Workgroup record will have been removed.
Permit None

This button disallows any associated Location Permissions from a given Workgroup. To use, simply click the Permit None button button. Any Location(s) that were associated with the given Workgroup will have that Permission deleted. The grid will display: No Contacts entries may be used with this Locations entry message

To remove the 'Permit None' status follow these steps:

  1. Select the line in the grid that says:No Contacts entries may be used with this Locations entry message
  2. Click the Delete Selected button button.
  3. The Permit None restriction will have been removed and it will be possible to associate Location(s) with the given Workgroup again.

Escalations Sequence tab

Escalation Sequence

Escalation Sequence tab

The 'Escalation Sequence' tab will set a list of people to be notified via ''Escalations and Notifications'' in the event a given Escalation is not completed in the time frame specified on the Escalation/Notification by member Workers of the Workgroup. The Contact with the lowest 'Sequence #' will be notified first, progressing sequentially to the Contact with the highest Sequence #.

PCR recommends spacing Sequence # by tens (10, 20, 30) to make it easy to add Contacts to the Sequence in the future should that be desired. Any Contacts with an identical Sequence # would be notified at the same time. A good example would be to make the Workers of the Workgroup the first people notified of incomplete tasks by the Workgroup as a reminder. The next person(s) in the sequence might be a supervisor or manager. These rules would be set by the organizations desired business practices.

  1. Click the Add button button.
  2. The 'Add New Worker Escalation Sequence' form will open.
    Add New Worker Escalation Sequence form
  3. Select a Contact from the 'Contact' picker, and set a 'Sequence #'.
  4. Click the Save New button button.
  5. Close the form.

The Contact and Sequence # will be added to the grid. Set up the appropriate ''Escalations and Notifications''.

User-Defined Fields tab

User-Defined Fields

User Defined Fields tab

The User Defined Fields tab provides access to any extra fields that have been defined for the given grid. See Adding User Defined Fields for more information.



Default Workgroup Rates

When a Workgroup is added, either by selecting a Worker or adding the Workgroup, the Rate will automatically populate based on the value defined by the Workgroup.

Charge Catalog

The Charge Catalog picker controls the type of Charge to be used for each Workgroup. Setting the Charge Catalog on the Workgroup allows the User to track the Labor separately based on the Workgroup.

Help Desk Portal - Email: help@pcr.com - Phone: 616.259.9242