Configuring Groups

 

Request Groups denote the location where the various incoming requests can be categorized and grouped. Each Group can have a group of supervisors in-charge of handling the requests pertaining to that Group. You can configure these Groups in such a way that notifications can be sent to supervisor group who belong to the Group regarding a new request creation. These Groups will be listed in the drop-down menu in the New Work Request form.

 

To open the Group configuration page,

  1. Click the Admin tab in the header pane. The configuration wizard page opens.

  2. In the Work Request block, click the Groups icon Admin Queue Icon. The Group list page opens.

Add Group 

To add a new group,

  1. Click the Add New Group link available at the right top corner of the Group list page. The Add Group page opens.

  2. In the Add Group form, enter the group Name in the given text field.

  3. Select the Supervisors that you wish to group under this Group from the Available Supervisors list box and click >> button to move them to Supervisors interested in this Group.

  4. You can choose the Supervisors of the Group to whom you wish to notify for a new request creation in the Group. To do this select the check box Send notification to Group Supervisor(s) when a new request is added to this Group. This drops down the Supervisors selection field.

  5. Click Choose button to open the List of Group Supervisors pop-up window.

  6. Select the Supervisors whom to be notified and click OK.

  7. To choose the Supervisors to send notification for unpicked requests in the Group, select the check box Send notification to Supervisor(s) when a request in this Group is left unpicked. This drops down the Supervisors selection field and time period configuration after which the notification will be sent.

  8. Click Choose button to open the complete list of Supervisors available in your help desk.

  9. Select the Supervisors from the list box and click OK. The Supervisors get listed in the field provided.

  10. Enter the time period, from the creation of the request in Group, after which the notification of unpicked requests will be sent to the selected Supervisors.

  11. If you wish to describe the Group in detail enter the same in the Description text box.

  12. Click Save. The new Group is added.

If you want to add more than one Group, then instead of clicking Save, click Save and add new button. This adds the new Group and reopens the Add Group form.

At any point, if you decide not to add the new Group, then click Cancel to get back to the Group list. Clicking the View List link on the top right corner of the add Group form will also take you to the Group list view.

 

Warning

Note: Enabling the check boxes while adding Group does not ensure that the notification will be sent. This setting is just to choose the supervisors to whom the notification needs to be sent and the time frame after which the unpicked request notification is to be sent. To actually send the notification, you need to enable the corresponding setting under the Notification Rules under the Admin tasks, which are:

  1. Notify Group supervisor by mail when request is added to Group.

  2. Notify supervisor by mail when request is unpicked in Group.

 

Edit Group

 

To edit an existing Group

  1. Click the edit icon in the group list page, beside the Group name to be edited.

  2. Modify the details and Save the changes. At any point, if you wish to cancel the operation, click Cancel.

Even while editing a Group, if you wish to add a new Group, then click Save and add new button instead of clicking Save button after making the changes.

 

Delete Group

  1. Click the delete iconin the Group List page, beside the Group name to be deleted. A dialog box pops up asking you to confirm on the delete operation. Click OK to proceed.

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