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Serviceaide Intelligent Service Management allows administrators to create and manage groups. A group is a logical grouping of contacts. The group is based on the organization, role, specialization, or the support type. For example, create a group to work for a specific category of tickets that are raised from an organization. Members of a group can be from multiple organizations. |
Some key actions you can take related to creating and managing Support Groups are:
Define User For Permissions, Notifications, Assignment, Approval, or SLA Escalation to manage what support groups can be used for.
Define contact information for support group to manage notification that is sent to the support group.
Define Next Escalation Group for another Support Group to be used in SLA escalation for configuring escalation action.
Manage end-users ability to view All Requests for My Organizations.
Configure a schedule for support groups and relate holidays for the support group.
Effectively manage permissions as permissions granted to a group are automatically granted to all its members.
Enable organizational security by relating groups to an organization.
The application has the following default groups:
Verify the following prerequisites:
The holiday list exists if you want to associate a holiday schedule to the group.
To view a list of all the groups navigate to MANAGE> ADMINISTRATION> Tools> Groups. A list of all the group appears on the left column. You can sort this list that is based on the Group Name(A-Z), Last Modified Date, and Created Date. You can also search a particular group from the list that is based on the group name and description. Click Filter to apply filter on this list that is based on:
Follow these steps:
Fill in the information, on the General tab.
Enter the Group Name , Description, and other necessary information. Group Name cannot contain a comma. When creating a group verify that the group name has no commas (,).
Select which actions are available for the group through the Used For options.
Permissions: If a Group is configured as used for Permissions, the group name is displayed in any Permissions lookup.
Approval Group: If a Group is configured as used For Approval, the group name is displayed under the Approval section of a ticket or in the ticket approval lookup of a Ticket.
Notification: When a Group is configured as used For Notification, the group is available for use in the To, CC, and BCC fields of Communication Templates.
Assignment: If a Group is configured as used For Assignment, the group name is displayed in the Assign To Group lookup of a ticket. For example, It can be used for assignment through workflow actions.
SLA Escalation: If a Group is configured as used For SLA Escalation , the group receives information about any SLA escalations that occur.
To enable group members to view organization tickets, select the View Organization Tickets option.
Follow these steps to add members to the newly created group:
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 remove a user from the group, click the drop-down button against a selected contact name and click Remove User From Group.
Follow these steps to add organizations to the newly created group.
Follow these steps to add hours to the newly created group.
Click the Business Hours tab and then click Add Schedule to add a business hour schedule.
Note: If you do not specify the business hours for the group, by default the group availability is considered as 24 X 7. Any business hours must be on the same day (i.e, before 11:59 PM). In any particular case, if the business hour schedule is going to the next day (i.e, After 12:00 AM), it is advised to schedule it separately on the following day. For example, If the business schedule is between 7 PM to 7 AM, then the schedule must be in two parts. First schedule will be from 7 PM to 11:59 PM. The second schedule will be from 12:00 AM to 7 AM. Defining group business hours provides information about the group availability for SLA monitoring. Therefore, if a group is available only for specific time, defining business hours would help. You can configure groups with a schedule where all contacts have the same work schedule. You can associate multiple schedules with a group. For example, you could have one schedule to be applied only for holidays or a schedule to exclude holidays. You can have one schedule for a specific part of the week; and one for another (like weekdays and weekends). Applying the schedules is used only to indicate the availability of a group.
You can change the status of a group to Active or Inactive. Only the groups that are created by the users can be deactivated. The out of the box groups cannot be deactivated.