Work Group

Work group is useful for grouping services, categories, locations and roles. For example, only 'Application Service' related records can be moved to 'Application Group'.

Also, a work group can be functionally escalated.

This feature is useful to configure privileges to a group of people to work on the service desk record.

Follow the steps below to configure the work group rule to include a service, category, sub category, location or department as mentioned below.

1. To enable display of the 'My Workgroup' tab, click ‘Config Settings ’and locate the variable ‘Enabling Group Assign Feature in Service Desk’. Enter the ‘Setting Value’ as 1.

2. In the 'Settings' panel, click on the '+' sign to expand 'User Role Management'. Click on 'Workgroup' to display the Workgroup listing page. Click 'ADD' to define a rule.

Sr. No	Field Name	Description
1	Name	Enter the name of the work group
2	Description	Enter user friendly description
3	Service	Select services for the work group
4	Category	Select categories for the work group
5	Location	Select locations for the work group
6	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
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
7	Consider for functional escalation	Check ‘Consider for functional escalation’ if the work group has to be functionally escalated
8	Roles	Select the roles which will have the work group access
9	Users	Select the users which will have the work group access Note: It is mandatory to select either roles or users
Advance Settings
10	Consider State	Restrict States for the work group. Work group will appear only for states selected.
11	Remove Owner	Check this box to remove the owner of the record when the record is moved to the work group

Note: 'My Work Group' tab will be visible only if the user has ‘Approval Manager’ or ‘Technician’ role allocated.

Once a work group is defined, the tickets related to the service/category are visible to the users with the work group access. Refer to the image below.

E.g. the records 'INC-068’, 'INC-067', 'INC-063' and 'INC-045' are submitted automatically in the technicians ‘My Work Group’ tab as these records are submitted in the service 'Application Services' which matches with the defined work group rule in the above image

Click the record to display the ‘Edit Request’ screen. Refer to the ‘Work Group’ field. The work group rule defined will be selected by default as the record submitted matches with the rule defined.

Note: Go to Home > My Home to view the workgroup dashboard for the work group manager

The dashboard displays the number of tickets in each state for a particular work group. Click a state to view the tickets belonging to that state.