Workgroup

Workgroups can be created whereby records which can be categorized as belonging to that workgroup are grouped and common access provided to all users who are allocated 'Technician' roles and belong to the Workgroup. For example, records belonging to 'Desktop Service' can moved to the 'Desktop Workgroup' and access provided to a set of roles/users who will work on the Desktop records.

The records belonging to the workgroup are visible to the Service Engineers who belong to that workgroup and displayed under the 'My Workgroup' option in the record listing. A typical practice is to group sub teams which are responsible for a specific part of the IT infrastructure like servers, networks, applications etc. into a workgroup. Organizing as workgroups allows all of the team belonging to that workgroup to have visibility to all the records.

Click on 'User/Role Management' option on the right hand side panel.
Click on 'Workgroup'. The list of workgroups is displayed. For the projects which are pre-shipped, there are certain workgroups which are predefined. This can be edited or new workgroups defined.

Creating a Workgroup

Click on 'ADD'. The workgroup creation screen is displayed.

The fields are described below.

Serial No	Field Name	Description
1	Name	Enter the name of the workgroup.
2	Description	Enter a user friendly description.
3	Service	Select the Services whose records have to be moved under this workgroup.
4	Category	Select the Categories whose records have to be moved under this workgroup.
5	Sub Category	Select the Sub Categories whose records have to be moved under this workgroup.
6	Location	Select the Locations whose records have to be moved under this workgroup.
7	Department	Select the Departments whose records have to be moved under this workgroup.
8	Consider Derived Fields	Check ‘Consider Derived Fields’ box if derived fields have to be grouped. You can add derived fields in the Sub Category section of project settings.
9	Consider for functional escalation	Check ‘Consider for functional escalation’ if the work group has to be functionally escalated. * This is not supported in the new user interface*
10	Roles	Select the roles which be part of the workgroup.
11	Users	Select the users who will be part of the workgroup. Note: It is mandatory to select either roles or users.
Advance Settings
12	Consider State	Restrict states for which the workgroup appears. Workgroups will appear only for the states selected.
13	Remove Owner	Check this box to remove the owner of the record when the record is moved to the workgroup.

Note: It is mandatory to select any one of the Service, Category, Sub Category, Location or Department fields for the record to be submitted to the selected users in their respective ‘My Work Group’ tab.

Enter the fields and click on 'Save'.
If a user who has inherited the role of either 'Approval Manager' or 'Technician' logs in, then the My Workgroup tab becomes visible for that user and all the records which match the criteria for that workgroup the user belongs are listed.

Deleting Workgroups

Select one or more workgroups and click on 'DELETE' to delete the workgroups.