Support Groups denote the classification of your help desk team,
so that the incoming requests are categorized and based on the technicians
expertise, the requests are distributed.
By configuring support groups, multiple support teams can be managed
by classifying them into individual groups with e-mail settings for each
group. So when an e-mail is sent to a group mail ID, the request is fetched
and automatically sent to the group.
Say for instance, you are managing two support groups - hardware and
network with the email IDs firstname.lastname@example.org and email@example.com
respectively. The two mail IDs are linked to a single mail account that
is fetched by ServiceDesk Plus. So on configuring the group mail IDs,
e-mails sent to firstname.lastname@example.org are automatically assigned to the
hardware group and the conversation threads possesses the group mail ID
in the address field.
Further, you can restrict technicians to view requests in their Group
alone. This can be done by creating a Role "All in group & assigned
to him" and assigning this role to the technician to restrict his
view. Refer Roles to know more.
You can also enable notifications to be sent to the technicians on receiving
a new request and if a request is left unpicked. The configured groups
are listed in the Groups drop-down menu in the New Request form.
To open the Group configuration page
Click the Admin
tab in the header pane.
In the Users
block, click the Support Groups icon . The
available support groups are listed. From this page you can add,
edit and delete groups.
Add Support Group
Click Add New
Group link available at the right top corner of the Group
In the Add Support Group form,
enter the group name in the Name field. This is mandatory field.
Select the Business Impact caused by this support group on other CIs.
Select the technicians
that you wish to group under this Support Group from the Available Technicians
list box and click >> button
to move them to Technicians interested in this Group.
You can choose the technicians
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 technician(s) when a new request is
added to this Group.
Choose button. The technicians
under the group are listed in a pop-up window.
the technicians to notify and click OK.
To choose the technicians
to send notification for unpicked requests in the Group,
Select the check
box Send notification to technician(s)
when a request in this Group is left unpicked.
button. The complete list of technicians available in your help desk appears
in a pop-up window.
Select the technicians
from the list box and click OK.
The technicians get listed in the field provided.
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 technicians.
If you wish to describe
the Group in detail enter the same in the Description
If you wish to automatically
assign the incoming tickets to the group, enter the Group E-mail ID. Each support group can possess multiple e-mail
IDs which should be unique and separated by commas or semi colon.
Note: Please note that the group e-mail IDs should be aliased
to a mail account which is fetched by ServiceDesk Plus.
Specify the Sender's
Name and the Sender's E-mail
in the given text field. The senders name will be specified while sending
Click Save. The
new Group is added to the support group list.
At any point, if you decide not to add the new Support 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
Note: Enabling the check boxes while
adding Group does not ensure that the notification will be sent. This
setting is just to choose the technicians 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:
Notify Group technician
by mail when request is added to Group.
Notify technician by
mail when request is unpicked in Group.
Edit Support Group
To edit an existing Support Group
In the Support Group
List page, click the edit iconbeside the group
name to edit.
In the Edit Support Group
form, you can modify the name of the Group, the technicians belonging
to the Groups, the notification settings, and description.
Click Save to
save the changes. At any point, if you wish to cancel the operation that
you are performing, 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 Support Group
In the Support Group List
page, enable the check box beside the group name to delete.
button. A dialog box confirming the delete operation appears.
Click OK to proceed
with the deletion. If you do not want to delete the Group, then click