Symantec SERVICEDESK 7.0 MR2, Руководство по внедрению

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Creating user relationship types
You can customize ServiceDesk so that process tickets can be assigned based on
relationships. For example, if an incident is not completed in time, it can escalate
from the original worker to that worker’s supervisor. The relationships can be
between users, groups, permissions, or organizational units.
To create a user relationship type
1
In the ServiceDesk portal, click Admin > Data > User Relationship Type.
2 In the Add Relationship Type dialog box, type the name for the relationship.
3 In Relates To, select the type of relationship.
The relationship can relate to users, groups, permissions, or organizational
units.
4 Click Save.
Performing administrative tasks
Creating user relationship types
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