How to set up Teams for Operations & maintenance

This article covers how to set up and use teams in Dalux FM Operation & maintenance and HelpDesk.

Teams are used to manage maintenance teams and control what is visible to them within Dalux FM. 

You can create multiple teams and organize them into groups for an easy overview of roles and responsibilities, and for directing HelpDesk tickets more efficiently. It is possible to set permissions and control visibility within teams and groups.

How to create and manage teams

Teams can be created and managed from:

Settings Operations & maintenance 'Teams'.

If your license includes Dalux HelpDesk, but not Dalux Operations & maintenance, you can find teams in:

SettingsHelpDesk'Teams'.

It is recommended to create teams based on the different types of work orders for your facilities or the topics of your HelpDesk tickets.

For example, you can create a team for electric-related work. All electrical work orders can then be assigned to the electrician team, and related HelpDesk tickets can be sent directly to them.

To create a new team, click on the tile with the icon in an existing group.

When creating a new team, you must at least enter a name and select which group the team should be placed in. You can also enter a description. If you have set up time accounts in the Operations & maintenance module previously, you can link them directly to the team. This way, when a team member completes a work order, their time is automatically recorded for this account.

When creating a team, you can specify which work order or checklist templates the team should have access to. This determines the templates the team can use when creating work orders. However, the team can still be assigned to work orders based on any template.

You can add team members when creating the team by clicking Add. This is covered in more detail below.

When done, click on 'Create'.

Click on the team in the overview to reopen the window for editing all information. To delete a team, click the icon on the team's tile. Deleting a team cannot be undone. Note that you cannot delete a team if it has been assigned to HelpDesk topics. You will need to reassign topics to a different team first.

How to create and manage groups

You can organize teams into groups to provide a structured overview of your different teams. Groups can also control the visibility of the teams to restrict them from reassigning tickets.

To add a new group, click Add team group.

When creating a team, you can set the visibility to:

• Everyone - Teams in the group are visible to everyone
• Limited - Teams in the group are only visible to members of their teams or administrators

Limited visibility is mainly used to restrict groups from assigning tickets directly to other groups. It can also be used to limit the number of visible teams for different groups if your instance has many teams. It can also be useful for privacy reasons.

Groups can be managed by hovering over the name and clicking either the icon to edit the group or the icon to delete the group. Note that you can only delete empty groups, so teams will have to be moved or deleted first.

How to add users to teams

Users can be added to teams either directly if they are already part of the Dalux FM instance or by being invited to the instance as part of being added to teams.

To add users to a team, open a team by clicking on it, and then clicking Add in the 'Team members' section.

Existing users can be added by typing in their name or email. If you want to create a new user, you can do so from here by clicking 'Create new'.

When adding a user to a team, you can set whether the team is a primary team for that user. If this is activated, work orders for the team will appear in both 'My inbox' and 'Team inbox'.

If it is deactivated, tickets are still visible but will be shown in the 'Other teams' tickets' inbox.

If you check the Notification box, an email will be sent to the user when changes are made to work orders, such as status changes or new assignees.

Permissions can also be set to the following option:

• Full - This makes it possible to select the user as responsible for the work orders within the team
• Limited - The user can not be set as responsible, but can see and edit the work orders for the team
• Observer - The user can not be set as responsible and can only see the work orders for the team

To change settings for a team member, open the team, select the team member you wish to edit, and click Edit. Team members can also be removed from a team by selecting them and clicking Remove.