Organization Unit

An Organization Unit (OU) is like a 'container' that represents the hierarchical, logical structures within your organization. A TM user can assign agents, services, workflow resources, access rights and other elements to an organization unit and then manage the configuration and use of accounts and resources based on organizational model. Organizational units are mainly based on organization's functional or business structure, but you can use them for any required need to control access.

 When Organization Unit are nested, as one Organization Unit contains another Organization Unit, it creates a relationship where the contained Organization Unit is the child and the container is the parent. 

Predefined Elements

By default a 'System' parent organization unit is created by the system as parent for all other ones. This unit cannot be deleted and is not displayed in selection lists.

The a root OU has predefined Not Ready Reasons which can be assigned to a set of not-ready-reasons for team members to pick from.

Tenant Layer

With TM 3.3 a new Tenant layer has been added to OU.  It adds more control both in terms of team choice / affiliation as well as Role Based Access. Users may be assigned to multiple tenants (multi-tenancy), which for example allows:

• System Administrators to assign Team Member and Tenant Administrators to multiple services and their respective tenants via Role Based Access 
• Tenant Administrators to define the available Team Choices for their assigned tenant team members.
• Team Members to be part of multiple teams, and for example use the Call-As Feature to impresonate multiple services.

Limitation- Tenant layer only available with manual user provisioning

In order to use the Tenancy feature you need to deactivate AD synchronization.

To disable AD sync: 

1. Head to the CIC component in your Topology settings.
2. Disable the AD Sync by setting value for "EnabledAdTeamSync" to "false" 

 Any existing tenant definitions will remain unaffected by this change.

Good to know

• Team Members can be part of multiple tenants

• To prevent multi-tenant users from making mistakes in the Frontend UI, they now have to select a tenant first before committing further entries to the system. This logic was changed on the following frontend pages:

  • Active Teams - prior to selection
  • Add Teams (Inactive Teams)
  • Users management
  • Workflow Resources  management
  • Mailboxes and Credentials
  • Opening Hours

Tenant selection in the Frontend

Organization Unit Inheritance

TM adds a new organization unit every time a team of ' TeamServiceOnly' and 'TeamService&CallGroup' type is enabled. The organization unit inherits the team's name and gets assigned to a team member and a service on TM Configurator -> Users -> Users and TM Configurator -> Services -> Services tabs.