A team is a set of MSPComplete members who have similar expertise. When you run a service for a customer, you assign each task in the service to a member or a team. If you assign a task to a team, team members can claim the task, or MSPComplete can assign the task to a member automatically. This article answers questions about using teams, explains how to create teams, and shows you how to add members to teams.
Note: Before setting up teams, you need to invite members to join the workgroup. See the People article.
What’s the difference between a workgroup, a group, and a team?
- A workgroup comprises a set of customers — for example, customers in a region you designate “East Coast.” Workgroups separate customers by certain criteria, such as the need to purchase subscriptions using different billing methods.
- A group is a set of users you combine into a unit to facilitate service delivery for a customer. For example, you can create a group for new employees who need onboarding services run for them when their jobs start. You may change the users in this group as often as is necessary, or delete the group when you no longer need it.
- A team is a set of IT professionals, typically your own personnel, who perform service tasks for the customers within a workgroup.
What are the requirements for using teams?
All team members must be able to carry out the task assigned to the team. If the service is to reset mailbox passwords, for example, each task may be assigned to a member or a team. In the latter case, each team member should have the knowledge and the access privileges needed to perform the assigned task.
Do I have to set up teams?
No, using teams is optional. If you do not set up teams, you assign each service task to a specific member. You can later reassign the task manually if that member cannot perform the task.
Why use teams?
Teams help with delivering routine services because they allow you to spread the work across multiple members who can perform the same job. Assigning tasks to teams may be useful in some circumstances. In others, you may want to assign tasks to individual members.
Who can create teams?
Only administrators and managers can create, delete, and modify teams. Administrators, managers, and agents can assign service tasks to teams.
How do I determine which members to add to my teams?
Before setting up teams, become familiar with the services that you plan to provide for your customers. Examine the service tasks to determine which members would make good team members for each task.
When I assign a task to a team, which team member performs the task?
MSPComplete defines two methods for assigning tasks to team members:
- Pull from Queue. The task is assigned to the team, and any team member can claim the task on the My Tasks page. Before the service starts, MSPComplete notifies you if the team task has not been claimed by any of the team members.
- Load Balance. MSPComplete automatically assigns the task to the team member who has the fewest assigned tasks. The schedule and duration of the assigned tasks are not considered.
The assignment type is listed along with the team name on the Team page. The team list can be sorted by the task assignment type, allowing you to see only the teams using the “Load Balance” method, for instance.
Can a team be both “Pull from Queue” and “Load Balance”?
No, each team uses only one task assignment method. To use both methods with the same team, create two teams under different names, set each team to use a different assignment method, and add the same members to each team.
How should I choose between “Pull from Queue” and “Load Balance”?
Use “Pull from Queue” initially to allow members to select their assignments. Once you get an idea of how members manage assignments, you’ll be able to put together effective “Load Balance” teams.
How are team members alerted to their tasks?
Team members can review their pending tasks on the My Tasks page. MSPComplete also lists tasks in each member’s feed, sending email reminders or RSS updates of pending or uncompleted tasks.
Can I create multiple teams with the same members?
Yes, but each team must have a unique name.
Can I use the same team across different workgroups?
You cannot duplicate a team across workgroups using the MSPComplete interface. However, you can replicate a team manually in different workgroups if all members of the team are invited to join each workgroup.
How many teams can I create?
Unlimited. You can set up any number of teams in each workgroup.
How many members can be on a team?
Unlimited. A team can have any number of members.
Can the same member be on multiple teams?
Yes, each MSPComplete member can be on any number of teams within the workgroup.
Can a team have only one member?
Yes, assigning a task to a single-member team works the same as assigning the task to the member directly. However, if the task assignment method is “Pull from Queue,” the member must still claim the task on the My Tasks page.
How do I assign service tasks to a team?
You assign tasks to the team when setting up services through the customer’s Delivery Center. For details, refer to the Delivery Center article.
If you decide to use teams, create each team and add members from the workgroup:
- Select the workgroup at the top of the left navigation pane.
- Click People in the left navigation pane.
- Click the Team tab.
- If you have not set up any teams, create the first team in the main pane. After that, the main pane displays a list of teams and you can click New Team to display the team setup form.
- Enter a name for the team. Choose a name that reflects the members’ skills and differentiates this team from others.
- Select the task assignment method:
- Pull from Queue
- Load Balance
Filter the team list
All teams are listed in alphabetical order. You can narrow the list to only the teams that share a task assignment method (“Pull from Queue” or “Load Balance”). Click Filter and choose the assignment type.
You can edit a team to add more members, change the team’s task assignment method, or delete the team:
- Click the team name under the Team tab of the People page.
- Click the ellipsis (…) at the end of the column.
- From the context menu, choose one of the following:
- Edit. You can change the team name or the task assignment method.
- Add Member. You can assign a new member to a team here. Administrators and managers can also do this by editing the member’s account information under the All tab of the People page.
- Delete Team. Note that if you delete a team that has pending tasks assigned to it, the tasks will be unassigned and you will need to reassign them manually in the Delivery Center.