Workgroup Location Status Priority and User Matrix
- 18 Feb 2025
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Workgroup Location Status Priority and User Matrix
- Updated on 18 Feb 2025
- 1 Minute to read
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- PDF
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Workgroup Location, Status, Priority, and User Matrix is used to assign and track incidents depending on the workgroup location, status, priority, and the users engaged in Incident resolution. By taking into account the workgroup's location, the incident's current status, its priority level, and the users in charge of addressing the problem, this matrix aids in organizing and prioritizing incident resolution efforts.
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
| NovaTech has a requirement where it needs to track and manage various tasks across different workgroups, locations, and users based on the current status of the Incident. | To resolve this, the Administrator sets up a Matrix with the Workgroup, Location, Status, Priority, and Users on the columnar level and tasks at the row level. This helps in easy tracking of tasks to the specific values. The matrix helps in resource allocation, workload balancing, and overall project coordination. |
Configure Workgroup Location Status Priority and User Matrix
To configure the Workgroup Location Status Priority and User Matrix, perform the following steps:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Navigate to Design Studio > Module > Configuration > Matrices > Workgroup Location Status Priority and User Matrix. The admin can view the list of all configured Workgroup, Location, Status, Priority and User Matrix items. To learn more about managing the list page navigate to Manage Workgroup Location Status Priority and User Matrix .
Figure: Workgroup Location Status Priority and User Matrix
4. Click New on the right side of the page. The following page is displayed.
Figure: Workgroup Location Status Priority and User Matrix
| Field | Description |
|---|---|
Tenant* | A Tenant is similar to a department within an organization that provides support related to an IT or a facility. |
| Criteria | |
Workgroup* | Select the workgroup from the drop-down list. Available options are based on the Workgroup configuration done at the Admin level. |
| Location* | This is a drop-down list and multi-selection is provided. |
| Status* | Select the appropriate Status for the configuration. Dropdown values available are: New, In Progress, Pending, Resolved, Closed, Cancelled |
| Priority* | Priority refers to the precedence in which this Incident configuration must be considered. |
| Recipients | |
| Stakeholders | Choose the Users to be configured for the Workgroup Location Status Priority and User Matrix |
| Active | Select the check box to make Workgroup Location Status Priority and User Matrix available on the other application pages. |
5. Enter all the details and click Save.
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