How does the targeting work?
The simple option - no team remits and no managers other than the primary manager (issues are targeted based on the issue type and the service area manager)
- In this scenario, all incoming issues of any type are targeted at the primary manager as the person in charge.
Specified service area managers on the personnel tab but no teams set up (issues are targeted based on the issue type and the service area manager)
- Incoming issues are targeted at the relevant service area manager. For example, Grounds servics issues will go to the grounds services manager, if there is one specified.
- Where there is no service area manager, the issue will be targeted at the primary manager.
Simple teams set up with the team lead being the service area manager (issues are targeted based on the issue type and the service area manager)
- Incoming issues are targeted at a team where the service area manager is the team lead, provided such a team exists.
- If no team exists, but the service area manager is specified on the personnel tab, then the issue is targeted at the service area manager.
- Where there is no service area manager, the issue will be targeted at the primary manager.
Teams set up with issue type remits (issues are targeted based on team remits)
- Incoming issues are targeted at a team with a remit for the specified issue type, if one exists.
- If no team exists, but the service area manager is specified on the personnel tab, then the issue is targeted at the service area manager.
- Where there is no service area manager, the issue will be targeted at the primary manager.
Teams set up with worktype remits (issues are targeted based on team remits)
- Incoming issues are targeted at a team with a remit for the specified worktype, if one exists.
- If no team with the worktype remit exists, the issue wil be targeted at a team with the relevant issue type remit, if one exists.
- If no team exists, but the service area manager is specified on the personnel tab, then the issue is targeted at the service area manager.
- Where there is no service area manager, the issue will be targeted at the primary manager.
Teams set up with category (or category and sub-category) remits (issues are targeted based on team remits)
- Incoming issues are targeted at a team with a remit for the specified category and sub-category, if one exists.
- If no team with the category and sub-category remit exists, the issue will be targeted at a team with a remit for the specified category, if one exists.
- If no team with the category remit exists, the issue wil be targeted at a team with the relevant issue type remit, if one exists.
- If no team exists, but the service area manager is specified on the personnel tab, then the issue is targeted at the service area manager.
- Where there is no service area manager, the issue will be targeted at the primary manager.
In general, the most finely defined option is tested first, then the next and so on, with the final fallback always being the primary manager where no other target options exist.