Creating and managing groups

Key features and considerations

The following points help you understand the group capabilities:

• You cannot create a technician and a group with the same name in Track-It!.
• A technician must be an active user and a member of at least one group to be able to log in to Track-It!.
• A technician can belong to one or more groups. You can edit the out-of-the-box groups but you cannot edit permissions for the group with which you logged in.
• You can create form definitions, service level agreements (SLAs), and Business Rules that are based on groups. You can enable SLAs (by default, SLAs are disabled for groups) and create SLAs for groups. For more information, see Configuring-service-level-agreements.
• You can view records based on groups by creating filters in the Help Desk module.
  For example, to display only those tickets that are opened by the logged in group, you can create an Opened group equals {CURRENT GROUP} filter.
• You can assign tickets or assignments to a group by selecting the Assign to a Group option from the Assign To list of the Help Desk module.

To create a group

1. On the header bar, expand the hamburger menu and select Configuration.
2. Click Application Settings and select Groups.
3. On the Groups page, click New. This opens the New Group dialog box.
   
4. In the Group Information section, provide the following information:
   1. In the Group Name field, enter a name for the new group.
   2. (Optional) In the Comments field, enter a brief description about the group.
   3. (Optional) To make this group unavailable, select the Mark as Inactive check box.
5. (Optional) In the Round Robin Settings section, perform the following steps:

   1. Select Enable Round Robin.
      If you select this option, all new and updated unassigned tickets are assigned to the technicians in the group in a set rotational order.

      Important

      All unassigned tickets that are created or updated by using the technician portal, self service, mobile app, business rule, ticket scheduler, or WebAPI are assigned to the technicians in the group according to the Round Robin settings.

   2. (Optional) Select Check Technician Availability.
      If you select this option, unassigned tickets are assigned only to the available technicians in the group, in a set rotational order.

      Important

      • A technician's availability is decided according to the availability information provided by the technician in their profile settings. If a technician marks their schedule as unavailable, the ticket is assigned to the next available technician. For more information, see Managing-a-user-profile.
      • When you assign tickets according to Round Robin settings, the technician's work schedule does not affect technician availability.
6. Click Save.
7. To assign technicians to a group, navigate to the Technician section.
8. Click and select Assign.
   
   
9. In the Select Technician dialog box, select a technician and click OK.
10. To add more technicians to the group, repeat steps 8 and 9.
11. Click Save.

To assign group permissions

After you create a group, you can configure permissions for the group.

Key considerations

Consider the following important points before you configure a group's permissions:

• Technicians that are part of a group inherit the group permissions.
• A group cannot have the System Administrator permission. You must set the System Administrator permission individually for each technician irrespective of their group membership.
• For individual technicians, you can set permissions that are different from those of their group by overriding the group permissions from the Technicians form. For more information, see Creating-and-managing-technicians. A technician must be a member of a group so that the system administrator can set permissions or override the group permissions for that technician as required.
• If a technician is member of multiple groups, the permissions are applied based on the group that the technician selects while logging in to Track-It!.
  For example, if a technician belongs to multiple groups but selects the HelpDesk group when logging in to the Track-It! application, permissions of the HelpDesk group are applied.
• If you don’t want to configure permissions manually, you can copy permissions from an existing group.
• You can reset permissions for all group members. In this case, the individual permissions of the technicians belonging to a group are updated to match the group permissions.
  For example, if there are five technicians in a group, and one of them is a supervisor with additional permissions than the other members, after resetting permissions for all group members, the permissions of all five members would be the same as the group permissions.
• The Advanced Permissions for a technician cannot exceed the Advanced Permissions assigned to the group to which the technician belongs.
  For example, if the Group does not have permission to create solutions, the technicians belonging to that group cannot create solutions even if the individual technician might have the permission.

To assign permissions to a group

1. Navigate to the Groups page (hamburger menu > Configurations > Application Settings > Groups).
2. On the Groups page, select a group to manage permissions.
3. Click More Actions, and then click Group Permissions.
4. In the Group Permissions for groupName dialog box, click the Permissions tab and assign the required permissions to the group.
   You can change permissions for closing tickets and assignments.
5. Click Advanced Permissions tab and select appropriate permissions for each module.
6. (Optional) Select or clear check boxes for View, Create, Edit, or Delete permissions for different modules.
7. (Optional) Click the Select Group to copy permissions from list and select a group.
   For example, if you copy permissions from Help Desk group to Human Resources group, the Human Resources group is granted the same permissions as the Help Desk group.
8. Click Apply.
9. (Optional) To reset the permissions of the technicians belonging to this group, select the Reset group permissions for all group members check box.
10. Click Save.

To assign forms to a group

You can create custom forms for the Ticket, Assignment, and Solutions modules, and then assign those custom forms to a specific group.
For example, the Finance group can have Ticket, Assignment, and Solutions forms that are completely different from the forms for the Human Resource group because the information needs of the two groups are different. By default, all groups are assigned the out-of-the-box forms for the Ticket, Assignment, and Solutions modules. For more information, see Customizing-forms-for-groups.

1. Navigate to Form Customization (hamburger menu > Configurations > Form Definitions > Form Customization).
2. In Form Customization list, click Assign forms to Groups.
3. In the Group list, select a group to assign forms.
4. Select forms for Ticket, Assignment, and Solutions.
5. Click Save.

To edit or delete a group

1. Navigate to the Groups page (hamburger menu > Configurations > Groups).

2. On the Groups page, perform one of the following actions:

   To edit the group	Select a group and click Edit . In the Group: groupName dialog box, edit the required fields. Click Save.
   To delete the group	Select a group and click Delete. In the Delete Record dialog box, click Yes. Note: If you delete a group, all references to that group are removed across all modules in Track-It!.