Department

Use this window to manage departments. You can open this window by selecting a department under Root in Content Administration. If you are adding a new department, click the department that will be the new department's parent. To add a department at the root level, click the root department at the top of the content browser.

Name	The name of the department. The subdepartments of a department must have unique names.
Description	Optional text, usually indicating the purpose of the department.
Company	Indicates the KANA IQ company that users in the current department will connect to. This field appears only if you are using Response -IQ integrated. If you leave this field blank, then KANA Response attempts to find a KANA IQ company by searching parent departments.
Parent department	The department under which the current department is located. If you are adding a new department, the parent department determines the position of the new department in the department hierarchy.
Hide contents	Indicates whether users in other departments can see this department and its contents.
Allow routing to queues when contents are hidden	Indicates whether routing to queues is allowed even though the department has hide contents set to true
Force message release from inbox on logout	Selecting this option, release all the messages present in user's inbox. 'KANA Agent - Exit' window will not be displayed when user clicks on 'Exit' under 'Program' menu option.
Allow users to override number of messages to download	Indicates if users who belong to this department can set the number of messages they want to download to their inbox at a time (setting is available in the users preferences window)
Override Force user/queue selection	This option overrides the 'Force user/queue selection for routing' in the workflow settings. Selecting this option, the agent will not be forced to select user/queue for routing.
Always include incoming attachments when replying	Indicates “include incoming attachments” should be checked for agents of this department when replying to incoming messages that contain attachments. This feature will not work with new originated messages or while responding to incoming messages that do not contain any attachment(s). Checking this feature will enable the feature for all agents in the department unless agents change their preferences.
Allow users to override include incoming attachments when replying	Indicates whether agents in this department can change the “include incoming attachments” preference. This feature can only be set if “Always include incoming attachments when replying” is checked in the department settings. When this feature is unchecked, agents will not be able to change their preference and by default “include incoming attachments” will be checked for all agents in this department when responding to incoming messages that contain attachments.

Service Clock Settings

Service clock can be set for every department individually. To do that, uncheck the option "User Default Service Clock Settings" and define the start and stop time for each day. By checking the option "User Default Service Clock Settings", department can opt to use partition level Default Service clock which is defined in Content Administration - Workflow Settings -Service Level Settings. E-mail queue are set with its own expiration time. Messages are escalated based on queue's escalation time and service clock.

Service clock	Indicates whether messages sent to users in this department will use the system default service clock. If this option is selected, then the default service clock defines the department's operating days and times.
Holiday Schedule	Holidays can be defined in Holiday Service Clock settings. On holiday, service clock will not run, will override the service clock start and stop hour settings for that day. It is like start and stop hour is same on the holiday. Department can be assigned with those holidays.
Available Schedule	Indicates the list of Holidays available, which can be assigned for this department
Assigned Schedule	Indicates the list of holiday schedule set for the department To assign additional holiday schedule, select a schedule in the available schedule list and click Add. To remove a holiday schedule, select a schedule in the assigned schedule list and click Remove.

Watermark level Settings

Watermark setting notifies the administrator when the message count reaches low or high.

Queue Watermark	Indicates that the watermark feature is enabled for the queues under the current department
Low watermark	Indicates the global low watermark for the queues.
High watermark	Indicates the global high watermark for the queue.
Alert E-mail to	Alert E-mail will be sent when any queue reaches either to low or high watermark set. This field has maximum 255 characters. KANA Response use semicolon ( ; ) as delimiter between email address (e.g., a@a.com;b@a.com)
Apply To	Water marks is applied based on message types such as active, inactive or both
Available Queues	Indicates the list of queues which are available to enable the watermark feature.
Assigned Queues	Indicates the list of queues enabled for watermark feature. To assign additional queues, select a queue in the available queues list and click Add. To remove a queue, select a queue in the assigned queue list and click Remove.

Department Escalation Settings

The escalation queue of a department for escalation of multiple messages from same sender with same case number within time range setting on Mail Settings

Escalate to:

The selected queue of a department for escalation

HTML Editor Settings in Agent

Display Font List Button	Enable to show display Font list selection in HTML Editor in Agent
Display Font Size Button	Enable to show display Font size selection in HTML Editor in Agent

Sub Departments

Sub departments

Lists the subdepartments of the current department.

LDAP Settings

User Base Suffix

User Base Suffix can be set for each department. This feature is only enabled when LDAP is enabled for the partition and for the roles that have edit permission for the department. This text field stores the format as in the config.xml (Example: OU=Texas,DC=acme,DC=com). If the field is empty, default value from the config.xml will be considered as User Base Suffix.

At the time of authentication, user base suffix from the primary department of the user logged in is used for authentication against Active Directory and if the value is empty it takes the default value from the config.xml.

Outgoing Mail Settings

Display Custom Fields on Outgoing Mail

Most used custom fields can be configured to display on Outgoing Panel. This allows accessibility to the most used fields for improving efficiency. Only custom fields that apply to Messages are available for selection. The fields are displayed in alphabetical order of their names. A maximum of 3 fields can be assigned for display on the Outgoing Mail panel. The fields can be set per Department. Agents will be displayed the fields as per their primary department setting.

For Agents who do not have the role permission for "Show System Type Custom Fields", will not be displayed any selected/assigned system type custom field.

Available Custom Fields

Indicates the list of custom fields available for selection, which can be assigned to display on the Outgoing Mail panel for Agents. Fields displayed are based on the primary department that Agent belongs to.

Assigned Custom Fields

Indicates the list of custom fields selected for the department.

To assign additional custom fields, select a custom field in the available custom fields list and click Add.

To remove a custom field, select a custom field in the assigned custom field list and click Remove.

Maximum 3 custom fields can be assigned for each department.

Learn about departments.

How do I re-name the root department?

Can I hide a department?

How do I borrow a category from another department?