An Organization Unit (OU) is like a 'container' that represents the hierarchical, logical structures within your organization. A LUCS user can assign agents, services, workflow resources and other related configuration elements to any OU. This allows a distributed use of accounts, data entities (resources, settings, configuration sets) based on that organizational model. Organization Units can also be nested, allowing for child elements inheriting parts from the parent.
For example: a "Technical Support" OU Root can be further split into "Support Switzerland" and "Support Germany", but they all inherit configuration elements and resources you specifically assign to the "Technical Support" parent.
As LUCS administrator it is up to you how to structure the Organization Units. A good approach is to define the OU according to the divisions in your company, so each one can have its distinct set, but still be categorized under a parent.
By default a 'System' organization unit is created as parent for all other ones. This unit cannot be deleted and is not displayed in the list on 'Organization Unit' page. It may however appear in several configuration parts of LUCS to signal that any OU below will inherit the features.
The 'Organization Units' page is accessible on Settings -> Organization Units:
Add Organization Unit
To add a hierarchy of the organization units click '+ Add Root' or '+ Add Child' buttons. From here on you have several options:
- Make changes to the OU as needed (see chapter and table below)
- To save the changes, click 'Save&Apply' button.
- To save changes and continue adding of one more organization unit, click 'Save&New' button. The new organization unit is added to the list immediately.
- To roll back the changes, click 'Reject' button.
Organization Unit Details
Click on a a specific Organization Unit in the list, the user can view its details:
The Organization Unit panel contains the following settings:
The name of your Organization Unit.
"Allow to assign and use dependent entities of child organization units"
Defines if dependent entities of child organization units will be visible on Agent or Service details and their settings configuration.
Not Ready Reasons
Not Ready Reasons
Use this in conjunction with the Agent Assistant application. This asks the agent for a "Not Ready Reasons" every time his state changes to a "not selectable" one.
Precondition: Not Ready Reasons should be configured on Settings -> Agents -> Reason Types page
You can move "Not Ready Reasons" to be made available to your organization unit using the 'left' and 'right' arrows.
TTS Language Definition
The Text To Speech Languages are used by the system for announcements/statements defined on the "Announcement" Workflow Activities → See List of Workflow Activities.
Add a language for the Organization Unit by selecting the 'Language' and 'TTS' and clicking the '+ Add' button.
Organization Unit changes on existing (in-use) data objects
Good to know
Once an Organization Unit is applied to any type of data object it may be used for reference and accessed by LUCS users and services as originally defined under the Role Based Access - RBAC permissions Matrix.
- When the Organization Unit for this source data object is changed for any reason, existing Services / Agents / Users may still continue to use that data entity for long as their settings-assignment to this entity remains unchanged.
- Once the data entity is deselected, RBAC permissions are automatically checked against and updated. This may result in the same entity not being selectable anymore if new the Organization Unit / Role Based Access - RBAC matrix forbids to do so.
- The same concept consistently applies to all data object in LUCS, such as:
Delete Organization Unit
To delete an existing organization unit, simply click 'Delete' button.
- Any Agent, Service or Workflow resource is currently using the Organization Unit will be automatically shifted to the parent root node.
- On a child note this happens in the background and without further notice once you press "Delete".
Deleting a root node with underlying dependencies will result in a warning, that the dependent items will shift to the next parent node. The last parent node is "System" level.