End User Views for an Organization Hierarchy

Sub Banner

The earlier lessons in this chapter describe how the End User Views module provided as part of the Cloudset Framework can be used to create any number of alternative views for use by all end users.

This includes the creation of Views that show only those tickets requested by the logged in end user (Replacing the Default View for End Users and Alternative End User Views), Views that show all tickets belonging to the Organization associated with the logged in end user (Creating a Default End User Organization View and Alternative End User Organization Views) and Views that are only available to end users playing a specified Role (Role Specific End User Views).

The End User View module also introduces the concept of Organizational Hierarchies, and it is possible to create alternative Views that will be made available to all end users belonging to any of the Organizations within the hierarchy.

These Views will show all Tickets meeting the conditional criteria that have been requested by any of the end users belonging to an Organization within the hierarchy.

Create a View for use as an End User Organization Hierarchy View

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement Organization Hierarchy View.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

Also, the View must NOT include the condition in which the Organization is a value, otherwise the results of the View will be restricted to only those belonging to the Organization associated with the end user and so will not pick up any Tickets for other Organizations in the hierarchy.

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Roles Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

Create Organizational Group Types

It is first necessary to create the Group Types that represent the top level nodes in your Organization Hierarchy (4).

This is achieved by selecting the Add New Group Type button (1), entering the name of the new Group Type (2) and selecting OK (3).

Create the Organizational Groups Hierarchy

Next step requires the creation of Groups that form the next level within the hierarchy and are used as containers for the Organizations within the tree structure.

This is achieved by first selecting the Add Group button (1), entering the name of the new Group (2) and selecting OK (3).

The Groups are then listed in the ORGANIZATIONAL GROUPS column (4), from where they can be dragged and dropped into the correct position in the hierarchy (5), as a child node (6).

Assign Organizations to the Group Hierarchy

The ORGANIZATIONS column (1) shows a list of all Organizations known to your Zendesk account.

Drag and drop an Organization (2) onto the containing Group within the hierarchy (3) to set as a child node within the tree structure (4).

Introduce Lower Levels in the Organization Hierarchy

Drag and drop additional Groups (1) onto an existing Group within the tree structure (2), to introduce lower levels in the hierarchy (4).

Now drag and drop Organizations (3) onto the lower level Group node (4) to set as a child node (5) and complete the Organization Group Hierarchy.

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy, so this must be considered when designing and building your Organizational structures.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Make Available as an End User Organization Hierarchy View

It is now necessary to introduce the View created in the first step of this lesson (1) as an end user Organization View (2) using the End User Views configurator (see Alternative End User Organization Views for full details explaining how to achieve this).

The Organizational Group Types created in the previous steps are presented for selection (3), each of which represents the top node of each Organizational hierarchy.

Drag and drop an ORGANIZATIONAL GROUP TYPE (3) to the For Organizational Group Type node underneath the View (4).

This will make the Alternative End User Organization View (2) available for use by all end users belonging to an Organizational Group Hierarchy represented by the Organizational Group Type (5).

See the End User Organization Hierarchy View in Operation

The Organization Hierarchy View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

In this example, since the end user belongs to the Zencomp International Organization, which is included in the same Organizational Group Type as the a-Company Organization, the Tickets belonging to both Organizations are returned by the view (5).

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy.

End User Views for an Organization Hierarchy

Sub Banner

End User Views for an Organization Hierarchy

The earlier lessons in this chapter describe how the End User Views module provided as part of the Cloudset Framework can be used to create any number of alternative views for use by all end users.

This includes the creation of Views that show only those tickets requested by the logged in end user (Replacing the Default View for End Users and Alternative End User Views), Views that show all tickets belonging to the Organization associated with the logged in end user (Creating a Default End User Organization View and Alternative End User Organization Views) and Views that are only available to end users playing a specified Role (Role Specific End User Views).

The End User View module also introduces the concept of Organizational Hierarchies, and it is possible to create alternative Views that will be made available to all end users belonging to any of the Organizations within the hierarchy.

These Views will show all Tickets meeting the conditional criteria that have been requested by any of the end users belonging to an Organization within the hierarchy.

Create a View for use as an End User Organization Hierarchy View

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement Organization Hierarchy View.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

Also, the View must NOT include the condition in which the Organization is a value, otherwise the results of the View will be restricted to only those belonging to the Organization associated with the end user and so will not pick up any Tickets for other Organizations in the hierarchy.

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Roles Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

Create Organizational Group Types

It is first necessary to create the Group Types that represent the top level nodes in your Organization Hierarchy (4).

This is achieved by selecting the Add New Group Type button (1), entering the name of the new Group Type (2) and selecting OK (3).

Create the Organizational Groups Hierarchy

Next step requires the creation of Groups that form the next level within the hierarchy and are used as containers for the Organizations within the tree structure.

This is achieved by first selecting the Add Group button (1), entering the name of the new Group (2) and selecting OK (3).

The Groups are then listed in the ORGANIZATIONAL GROUPS column (4), from where they can be dragged and dropped into the correct position in the hierarchy (5), as a child node (6).

Assign Organizations to the Group Hierarchy

The ORGANIZATIONS column (1) shows a list of all Organizations known to your Zendesk account.

Drag and drop an Organization (2) onto the containing Group within the hierarchy (3) to set as a child node within the tree structure (4).

Introduce Lower Levels in the Organization Hierarchy

Drag and drop additional Groups (1) onto an existing Group within the tree structure (2), to introduce lower levels in the hierarchy (4).

Now drag and drop Organizations (3) onto the lower level Group node (4) to set as a child node (5) and complete the Organization Group Hierarchy.

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy, so this must be considered when designing and building your Organizational structures.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Make Available as an End User Organization Hierarchy View

It is now necessary to introduce the View created in the first step of this lesson (1) as an end user Organization View (2) using the End User Views configurator (see Alternative End User Organization Views for full details explaining how to achieve this).

The Organizational Group Types created in the previous steps are presented for selection (3), each of which represents the top node of each Organizational hierarchy.

Drag and drop an ORGANIZATIONAL GROUP TYPE (3) to the For Organizational Group Type node underneath the View (4).

This will make the Alternative End User Organization View (2) available for use by all end users belonging to an Organizational Group Hierarchy represented by the Organizational Group Type (5).

See the End User Organization Hierarchy View in Operation

The Organization Hierarchy View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

In this example, since the end user belongs to the Zencomp International Organization, which is included in the same Organizational Group Type as the a-Company Organization, the Tickets belonging to both Organizations are returned by the view (5).

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy.

End User Views for an Organization Hierarchy

Sub Banner

The earlier lessons in this chapter describe how the End User Views module provided as part of the Cloudset Framework can be used to create any number of alternative views for use by all end users.

This includes the creation of Views that show only those tickets requested by the logged in end user (Replacing the Default View for End Users and Alternative End User Views), Views that show all tickets belonging to the Organization associated with the logged in end user (Creating a Default End User Organization View and Alternative End User Organization Views) and Views that are only available to end users playing a specified Role (Role Specific End User Views).

The End User View module also introduces the concept of Organizational Hierarchies, and it is possible to create alternative Views that will be made available to all end users belonging to any of the Organizations within the hierarchy.

These Views will show all Tickets meeting the conditional criteria that have been requested by any of the end users belonging to an Organization within the hierarchy.

Create a View for use as an End User Organization Hierarchy View

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement Organization Hierarchy View.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

Also, the View must NOT include the condition in which the Organization is a value, otherwise the results of the View will be restricted to only those belonging to the Organization associated with the end user and so will not pick up any Tickets for other Organizations in the hierarchy.

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Roles Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

Create Organizational Group Types

It is first necessary to create the Group Types that represent the top level nodes in your Organization Hierarchy (4).

This is achieved by selecting the Add New Group Type button (1), entering the name of the new Group Type (2) and selecting OK (3).

Create the Organizational Groups Hierarchy

Next step requires the creation of Groups that form the next level within the hierarchy and are used as containers for the Organizations within the tree structure.

This is achieved by first selecting the Add Group button (1), entering the name of the new Group (2) and selecting OK (3).

The Groups are then listed in the ORGANIZATIONAL GROUPS column (4), from where they can be dragged and dropped into the correct position in the hierarchy (5), as a child node (6).

Assign Organizations to the Group Hierarchy

The ORGANIZATIONS column (1) shows a list of all Organizations known to your Zendesk account.

Drag and drop an Organization (2) onto the containing Group within the hierarchy (3) to set as a child node within the tree structure (4).

Introduce Lower Levels in the Organization Hierarchy

Drag and drop additional Groups (1) onto an existing Group within the tree structure (2), to introduce lower levels in the hierarchy (4).

Now drag and drop Organizations (3) onto the lower level Group node (4) to set as a child node (5) and complete the Organization Group Hierarchy.

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy, so this must be considered when designing and building your Organizational structures.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Make Available as an End User Organization Hierarchy View

It is now necessary to introduce the View created in the first step of this lesson (1) as an end user Organization View (2) using the End User Views configurator (see Alternative End User Organization Views for full details explaining how to achieve this).

The Organizational Group Types created in the previous steps are presented for selection (3), each of which represents the top node of each Organizational hierarchy.

Drag and drop an ORGANIZATIONAL GROUP TYPE (3) to the For Organizational Group Type node underneath the View (4).

This will make the Alternative End User Organization View (2) available for use by all end users belonging to an Organizational Group Hierarchy represented by the Organizational Group Type (5).

See the End User Organization Hierarchy View in Operation

The Organization Hierarchy View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

In this example, since the end user belongs to the Zencomp International Organization, which is included in the same Organizational Group Type as the a-Company Organization, the Tickets belonging to both Organizations are returned by the view (5).

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy.

End User Views for an Organization Hierarchy

Sub Banner

End User Views for an Organization Hierarchy

The earlier lessons in this chapter describe how the End User Views module provided as part of the Cloudset Framework can be used to create any number of alternative views for use by all end users.

This includes the creation of Views that show only those tickets requested by the logged in end user (Replacing the Default View for End Users and Alternative End User Views), Views that show all tickets belonging to the Organization associated with the logged in end user (Creating a Default End User Organization View and Alternative End User Organization Views) and Views that are only available to end users playing a specified Role (Role Specific End User Views).

The End User View module also introduces the concept of Organizational Hierarchies, and it is possible to create alternative Views that will be made available to all end users belonging to any of the Organizations within the hierarchy.

These Views will show all Tickets meeting the conditional criteria that have been requested by any of the end users belonging to an Organization within the hierarchy.

Create a View for use as an End User Organization Hierarchy View

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement Organization Hierarchy View.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

Also, the View must NOT include the condition in which the Organization is a value, otherwise the results of the View will be restricted to only those belonging to the Organization associated with the end user and so will not pick up any Tickets for other Organizations in the hierarchy.

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Roles Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

Create Organizational Group Types

It is first necessary to create the Group Types that represent the top level nodes in your Organization Hierarchy (4).

This is achieved by selecting the Add New Group Type button (1), entering the name of the new Group Type (2) and selecting OK (3).

Create the Organizational Groups Hierarchy

Next step requires the creation of Groups that form the next level within the hierarchy and are used as containers for the Organizations within the tree structure.

This is achieved by first selecting the Add Group button (1), entering the name of the new Group (2) and selecting OK (3).

The Groups are then listed in the ORGANIZATIONAL GROUPS column (4), from where they can be dragged and dropped into the correct position in the hierarchy (5), as a child node (6).

Assign Organizations to the Group Hierarchy

The ORGANIZATIONS column (1) shows a list of all Organizations known to your Zendesk account.

Drag and drop an Organization (2) onto the containing Group within the hierarchy (3) to set as a child node within the tree structure (4).

Introduce Lower Levels in the Organization Hierarchy

Drag and drop additional Groups (1) onto an existing Group within the tree structure (2), to introduce lower levels in the hierarchy (4).

Now drag and drop Organizations (3) onto the lower level Group node (4) to set as a child node (5) and complete the Organization Group Hierarchy.

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy, so this must be considered when designing and building your Organizational structures.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Make Available as an End User Organization Hierarchy View

It is now necessary to introduce the View created in the first step of this lesson (1) as an end user Organization View (2) using the End User Views configurator (see Alternative End User Organization Views for full details explaining how to achieve this).

The Organizational Group Types created in the previous steps are presented for selection (3), each of which represents the top node of each Organizational hierarchy.

Drag and drop an ORGANIZATIONAL GROUP TYPE (3) to the For Organizational Group Type node underneath the View (4).

This will make the Alternative End User Organization View (2) available for use by all end users belonging to an Organizational Group Hierarchy represented by the Organizational Group Type (5).

See the End User Organization Hierarchy View in Operation

The Organization Hierarchy View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

In this example, since the end user belongs to the Zencomp International Organization, which is included in the same Organizational Group Type as the a-Company Organization, the Tickets belonging to both Organizations are returned by the view (5).

*Note: when using an Organization Hierarchy View an end user will only see Tickets belonging to other Organizations that are at the same level or below within the Organizational Group Type hierarchy.