Use Groups to assign incidents to multiple people, for example, Tier 1, Tier 2, HR, or Facilities. People can be in multiple groups.
Groups are created based on services provided, workflows, and regions, and they can consist of:
Teams of technicians
Departments (Departments is a system field used to understand where an asset is located or which department a user belongs to. Groups can be made up of various departments and internal service providers.)
Group members (users):
Receive notifications of incidents
Can be assigned tasks
Can provide approvals
When an incident is assigned to a single person and that person is on vacation, the incident goes unaddressed until the specific assignee returns to work. By assigning incidents to a group this situation can be avoided. All members of the group receive the incoming incident and any group member can immediately re-assign the ticket to an appropriate team member.
All Groups index page
To see the All groups index page, navigate to Setup > Users & Groups > Groups.
Using the dropdown arrow next to the All Groups title, you can select the view. The default is All Groups.
The More Options icon offers a list of additional options, such as:
- Save as new
- Share your view with others
- Save Changes
When an option is grayed out, it is not available to you (based on administrator permissions).
When you click Edit View, a column will appear to the left.
Here you can use the tabs to:
- FILTER via specific attributes such as Name, Reports to, Department.
- Select COLUMNS for your index page and the order in which they appear.
- Select SORTING options, for example, name, email, role, or you can select sorting direction.
For more information regarding filtering, editing and/or customizing your view, see List View.
Add new group
Navigate to Setup > Users & Groups > Groups.
Click the Add icon to reveal the New group form.
Create a name for the new group, and provide an optional description.
Select the person the group reports to.
Using the On/Off toggle, establish whether the group will receive email notifications.
Click Create group to the lower left.
See group details
From the Groups index page, you can click a group name to see group details. Here you can:
Edit or delete the group.
See whether notifications are turned on.
See a list of group members or add members.
Edit the properties of the group