Create and manage teams

In this article, you can learn how to create and manage teams, including marking them as inactive, active, or default.

Teams are created adding one or more members. Multiple teams can exist within a single domain, organization, or tenant, but each team remains confined to its respective account. Teams are assigned to work on ActOns. When an ActOn is assigned to a team, any member within the team can work on it. In some cases, ActOns may be designated to a particular team member for completion. Members aren't required to be part of the team to assign the ActOn; you can also assign ActOns to non-team members.

Creating a team

Use this procedure to create a team and add one or more members. You can then assign an ActOn to this team from the ActOns page.

1. Click  the gear icon at the top (or) hover over  icon at the top left corner

2. In the bottom of the left menu, click Configurations

3. In the left menu, under the Account Information, click Users & Teams. The Users & Teams page appears.

4. Click the Teams tab to view the list of already available teams. If there are no teams created yet, you can view the Add teams option using which you can create the team.
5. Click Add Team. The Add Team page appears. 
6. Specify this information:

Team Name: The name of the team.

Team Email: The email address of the team. 

Description: The description of the team that appears as the page description for this team. 

7. Select members to form a team from the drop-down and click Add. 

8. Click Save to create a team

Editing the team

Use this procedure to edit the team details. 

1. Click  the gear icon at the top (or) hover over  icon at the top left corner

2. In the bottom of the left menu, click Configurations

3. In the left menu, under the Account Information, click Users & Teams. The Users & Teams page appears.

4. Click the Teams tab to view the list of already available teams.
5. Click the kebab menu corresponding to the team details you want to edit. 
6. Select Edit. This opens the Edit team page where you can add new members or delete the existing members or add description.
7. Click Update. 

Managing teams

1. Click  the gear icon at the top (or) hover over  icon at the top left corner

2. In the bottom of the left menu, click Configurations

3. In the left menu, under the Account Information, click Users & Teams. The Users & Teams page appears.

4. Click the Teams tab to view the list of already available teams.
5. Review this information:

Team Name - The name of the team. 

Team Email ID - The common email address of the team.

Members - The members added to each team. 

Status - The status of the team. The possible values are - active and inactive. 

Created By - The user who created the team. 

Created Time - The time stamp at which the team was created. 

You can do the following on this page, clicking the kebab menu:

• • Edit the team details. Refer Editing the team
  • Mark the team as inactive or active. Refer Marking a team as inactive
  • Mark the team as default. Refer Marking team as default
  • Delete a team. Refer Deleting a team

Managing open ActOns

When marking a team as inactive, you may encounter the following scenarios:

No ActOns Assigned:
You can directly mark the team as inactive if it is not assigned to any ActOns.

ActOns Assigned:
If the team is assigned to any ActOns, you have two options:

• Mark all ActOns as unassigned.
• Reassign all ActOns to a different team.

Marking a team as inactive

Use this procedure to mark the team as inactive. 

To mark the team as inactive:

1. Click  the gear icon at the top (or) hover over  icon at the top left corner

2. In the bottom of the left menu, click Configurations

3. In the left menu, under the Account Information, click Users & Teams. The Users & Teams page appears.

4. Click the Teams tab to view the list of already available teams.
5. Click the kebab menu corresponding to the team that you want to mark as inactive.
6. Select Mark as Inactive.
7. A dialog box is displayed with two options when there are open ActOns assigned to the team that you want to mark as inactive. 

a) Mark all open ActOns as unassigned

1. 1. Select Mark all open ActOns as unassigned from the Mark team as inactive dialog. 
   2. Add a note (optional).
   3. Click Submit to mark all the open ActOns in this team as unassigned and to set the current team as inactive.

   b) Reassign all open ActOns to another team

1. Select Reassign all open ActOns to another team from the Mark team as inactive dialog. This displays the teams drop-down.

2. Add a note (optional).

3. Select the team to which you want to reassign the ActOns. 

Note: You can always view the open ActOns clicking the View open ActOns link. This opens the side panel where you can view the ActOn details. 

4. Click Submit to reassign the open ActOns to the selected team and mark the current team as inactive.

c) No open ActOns 

1. A dialog box prompts you to mark the team as inactive after you select Mark as Inactive option.

2. Click Yes to mark the team as inactive. 

Marking a team as Inactive

Use this procedure to mark the team as active after it is deactivated. 

1. Click  the gear icon at the top (or) hover over  icon at the top left corner

2. In the bottom of the left menu, click Configurations

3. In the left menu, under the Account Information, click Users & Teams. The Users & Teams page appears.

4. Click the Teams tab to view the list of already available teams.
5. Click the kebab menu corresponding to the team that you want to mark as active. 
6. Select Mark as Active. The dialog box appears.
7. Click Yes to make the team active to assign ActOns. 

Default teams at domain and organization levels 

There can be one default team at a domain and organization levels. Also, the mark as default team option is available only at the domain and organization level. 

Domain Level Default: ActOns assigned to the default team (Service Provider) at the organization or tenant level will be directed to the domain’s default team.

Organization Level Default: ActOns assigned to the default team at the tenant level will be directed to the organization’s default team.

Marking team as default

Use this procedure to mark the team as a default team.

1. Click  the gear icon at the top (or) hover over  icon at the top left corner
2. In the bottom of the left menu, click Configurations
3. In the left menu, under the Account Information, click Users & Teams. The Users & Teams page appears.
4. Click the Teams tab to view the list of already available teams.
5. Click the kebab menu corresponding to the team that you want to mark as default. 
6. Select Mark as Default Team. A dialog box appears. 
7. Click Confirm. Once confirmed, the default team tag can be viewed on the team assigned as default. 

Note:

• If there is a default team at the domain level, ActOns assigned by the organization to a service provider will be sent to the domain-level default team.

• If there is a default team at the organization level, ActOns assigned by the tenant to a service provider will be sent to the organization or domain-level default team. However, a business rule determines whether the ActOn is sent to the organization or domain.

Deleting a team

1. Click  the gear icon at the top (or) hover over  icon at the top left corner

2. In the bottom of the left menu, click Configurations

3. In the left menu, under the Account Information, click Users & Teams. The Users & Teams page appears.

4. Click the Teams tab to view the list of already available teams.
5. Click the kebab menu corresponding to the team that you want to delete.
6. Select Delete. A dialog box appears.
7. Click Yes to permanently delete the team from the list.