Group of Employees
A group is a set of one or more employees with the same objectives related to their functions.
The two most common usages for groups are:
- Security/secrecy management of access to various types of registries. For example, knowledge base folders and service portfolios.
- Automatic notification scheduling based on some specific event/situation.
This feature registers the groups and links with users, profiles, contracts, and notification e-mail. Also, it is possible to change and delete a group.
It is necessary to have at least one access profile and one or more collaborators, before creating a group.
- Access the functionality through the Navigation Menu > Access and Permission > Group;
- Click on "New";
- Fill in the fields provided. Each field is described in the following tables:
Field | Description |
|---|---|
Schedule | If necessary, choose a work schedule related to the group’s routine. |
Advisory Committee on Changes | [Yes/No] – Indicate if the group is part of a CCM. If it is related to Change Management. |
Description | Description of details about the group. |
Service Desk Group | [Yes/No] – Indicate if the group does support, and select Yes. Only then, the group will appear in the list of groups for directing or delegating tickets. |
Group ID | Automatically generated. |
Leader | Indication of the group manager. |
Name | Name of the Group. |
Mandatory e-mail notifications | (Opening, Progress, and Closure) If enabled, enables sending notifications by e-mail. The sending comes from various actions of the flows and in this case, it is not configurable by the attendant. If disabled, the attendant can configure the e-mail sending options individually. |
Access Profile | Associated Access Profile. |
Abbreviation | Acronym for which the group is known. |
Chat Requester | [Yes/No] – Indicate if group members can open tickets via chat. |
Suspension/Reactivation | Indicate whether the group can suspend or reactivate tickets regardless of permissions in the workflow. |
Timezone | If necessary, choose a time zone related to the group’s standard working time. |
- Contracts: List of contracts that the group can relate to when registering a service, performing a service, and other actions in the system.
- Permissions in workflows
Action | Description |
|---|---|
Change SLA | Permission to change the service level of a ticket/activity |
Cancel | Permission to cancel a ticket/activity |
Create | Permission to register a ticket/activity |
Delegate | Permission to delegate a ticket/activity |
Execute | Permission to execute a ticket/activity |
Reopen | Permission to reopen a ticket/activity |
Reactivate | Permission to reactivate a ticket/activity |
Reclassify | Permission to reclassify a ticket/activity |
Suspend | Permission to suspend a ticket/activity |
- Name: List of members of the group;
- E-mail: Indication of whether the group member will receive notification e-mails.
List of e-mail addresses that will receive notifications to the group. This option is quite useful to keep someone informed of the interactions, even without participating in the group.
When you complete the fill, click on "Save".
✅ Rule: Before deleting a group, unlink all portfolios, employees, and contracts.
