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Click the Members tab and then click Relate Existing User to search and add members to the group. Select a user and click Relate Selected Users.
Note: The application does not impose any restrictions on the number of members in a group. You can add as many contacts to a group as you need. Also, you can relate a contact to multiple groups. No restriction is applicable on the number of groups a contact can be part of.- To promote a member as group lead, click the drop-down button against a selected contact name and select Make User Group Lead. You can configure the application to send SLA escalation notifications to the group leads. You can also configure the group leads to be contextual approvers or reviewer for tickets.
- To mark a member as Group Viewer, click the drop-down button against a selected contact name and select Make User Group Viewer. A Group Viewer does not receive any ticket notification, however can view all tickets assigned to the group. Also, tickets cannot be assigned to a group Viewer.
- To make the current group as primary for a member, click the drop-down button against a selected contact name and Set As Primary.
Note: While the contacts can be related to multiple groups, any one group is identified as Primary. This information indicates that the contact belongs mainly to this group. For all contacts with Self-Service License, the primary group by default is the Self-Service group. They can perform only those actions which are available from the Self-Service Interface. The primary group also controls aspects like the participation in service feedback. If Disable Service Feedback is selected, all contacts in that group cannot participate in service feedback process. If you select the Disable service feedback flag for an organization, but not for the primary group, contacts cannot participate in the feedback process. To remove a user from the group, click the drop-down button against a selected contact name and click Remove User From Group.
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