Configuring support groups

Support groups are used to group users so that they can be assigned different permissions based on their role within the company.

Support group information has to be configured in the following places before you can create support groups:

  • The Support Groups structure is defined as Company > Support Organization > Support Group, which represents how a company is structured from a support perspective. 
  • Data that is used to create support groups is defined in the Support Groups tab of the People or Company form.

The following topics describe the details about configuring, managing, and using the support groups effectively:

Related topics

Creating-and-modifying-People-data

Configuring-support-group-assignments

Action

Reference

Learn how to create support groups for standard and custom configuration, and add members to the support groups.

Learn how to associate domain tags to determine the line of business to which a support group belongs.

Learn how to modify the support group names to suit your business requirements by using the Data Wizard console.

Learn how to add and modify support group aliases to support type-ahead searches.

Learn how to create favorite support groups to quickly select groups for assigning incidents.

Learn how to add and modify an on-call schedule to notify the right members of the support group. 

Learn how to modify group notifications by using a distribution list. 

Learn how to view and modify the hours of operation for each support group.

Learn how to configure or define valid support groups if you have multiple support groups in a single company or single support group for multiple companies. 

Learn how to configure assignment routing to automatically assign records and requests to the appropriate support group.

 

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