Skills
From Sit
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SiT! Manual | User Guide → Skills | Chapter 2 |
Each item that is supported by SiT! is called a skill and each should have it's own skill record. For example if you plan to support software called 'Debian GNU/Linux' you should add a skill record by selecting Customers | Maintenance | Products & Skills | Add Skill.
Don't add different versions of the same item as separate records unless you do treat them differently in the way you support them (e.g. you plan to phase out support for an older version). You'll be prompted for a version number when adding an incident and this is stored in the incident record, in this way you can use the same skill for many versions.
In order to simplify supporting a large number of different software applications SiT! has the concept of 'Products', products can be thought of as groups of software. For example, you may support three software applications, 'Debian GNU/Linux', 'SUSE Linux' and 'Mandriva Linux' but want to offer support for all three as one product called 'Linux'.
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User skills
Engineers can define their skills - that is, to set the items they are able to support - by selecting SiT! | My Details | My Skills. This will determine which incidents are assigned to them and also affect which incidents are displayed in their Other Incidents queue.
Adding a Skill
To add a skill go to Customers | Maintenance | Products & Skills | Add Skill
Lifetime
You can set a start and end date to define the support lifetime of a particular skill. If an incident is logged where the skill is past the end of it's lifetime, the skill will be marked "EOL" - End of Life on the incident. If a skill it outside it's lifetime period it may also be displayed struck out.
Portal
Note: Within the Portal a skill is referred to as an area.
