Groups
If you are an administrator, part of your responsibilities includes creating and managing user groups. Groups are useful for making assignments, identifying Level 1, Level 2, or Level 3 support groups, or assignment groups.
After you create a new user, you can add the user to one or more assignment groups. Role assignments can be automatic if you assign one or more roles directly to the group and then add a user to that group. The user inherits those group role assignments.
How to create a group
You can create new groups, such as Service Desk or assignment groups.
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From the , select Administration > Master Data > People > Groups.
- Click
New. - Type a group Name. This field is mandatory.
- Enter the User principal name for the group. This field is mandatory and must be unique.
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Select a Group type from the list of available types:
Organizational Group members belong to the same organizational unit within a company.
Example: Marketing; R&D
Note A person cannot be a member of more than one organizational group.
Functional Group members provide a similar function or service.
Example: Help Desk; Human Resources
- (Optional) Enter an Email address for the group.
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(Optional) Select an Owner. Open the drop-down search window and search for the required person.
Note When you add a person as the Group owner, he is automatically added as a group member.
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Click Save. The new group appears in the Groups list.
How to edit a group
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From the , select Administration > Master Data > People > Groups.
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Select the group you want to edit.
To filter the record list, click the Add filter
button. For more information, see Filters. -
Click the record identifier in the ID column to display the selected record.
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By default, the group record is displayed with the General tab selected. Click the tab you want to edit or view.
Tab Description General Displays general information about the current group. For more information, see Group details. Related groups Displays the groups related to the current group. For more information, see Group details.
Note Available for functional groups only.
Discussions Displays any relevant conversations about the current record. For more information about discussions, see Discussions. History Displays changes to the selected record. For more information about history, see History. -
Click
Save on the toolbar.
You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.
Group details
In the General tab, the following sections are available:
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General
Field Description Name The name of the group. User principal name The UPN of the group.
Note This field is read-only.
Group type The group type. The following options are available:
Organizational Group members belong to the same organizational unit within a company.
Example: Marketing; R&D
Note A person cannot be a member of more than one organizational group.
Functional Group members provide a similar function or service.
Example: Help Desk; Human Resources
Note This field is read-only.
Group status The group status. Select Active or Inactive from the drop-down list.
Note
- Inactive groups do not appear in the drop-down list of groups for the Owning group field in Change and Problem records.
- New groups are defined as Active by default.
Email The email address of the group. Language The language of the group. Owner The owner of the group.
Note When you add a person as the Group owner, he is automatically added as a group member.
Group owner backup The backup owner of the group.
Note When you add a person as the backup Group owner, he is automatically added as a group member.
Area of practice The group's area of practice on the system. Select a value from the drop-down list. External system Select an external system from the drop-down list if you want to make this group an external group. For more information about external systems, see External systems. Assignment strategy Displays only when On-Call Schedule Management is enabled. For more information, see How to set up assignment strategy. -
Organizational information
Field Description Ownership The ownership of the group. The available options are:
- Internal
- Supplier
Cost center The Cost center to which the group belongs. Company The supplier company denoted by the ownership. Appears only when Supplier is selected as the ownership.
Select a value from the drop-down list.
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Group Members
Field Description <Add/Remove group members> Do one of the following:
- Click Add, then select a person to add as a group member.
- Click the list icon (
) to display the available people. Select the check box for each person that you want to add as a group member. Click OK.
To filter the record list, click the Add filter
button. For more information, see Filters.The selected people appear in yellow. When you save the group, the group members are added.
To remove a group member, select the member and click Remove. The selected members appear in strikethrough text. When you save the group, the members are removed.
By default, a group member's ID, name, and email are displayed. To customize the view, click
Columns, select the item to be displayed, and click Add.Note The added group members automatically inherit the role and domain assignments associated with the group.
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System use definitions
Field Description Group roles The roles assigned to the group, if any. Click in the box to display a list of available roles. Select the required roles to assign to the group.
Note A group can have more than one role.
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Encryption
Field Description Encryption domains The encryption domains to which the group belongs. For more information on encryption domains, see Encryption domains.
In the Related groups tab, the following section is available:
Note The Related groups tab is only available for functional groups.
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Commonly assigned groups
Field Description <Add/Remove related groups> You can save a list of the groups to which you often reassign tickets.
To add or remove related groups, do one of the following:
- Click Add, then select a group to add as a related group.
- Click the list icon ( ) to display the available groups. Select the check box for each group that you want to add. Click OK.
To filter the record list, click the Add filter
button. For more information, see Filters.The selected related groups appear in yellow. When you save the current group, the related groups are added.
To remove a related group, select the group and click Remove. The selected groups appear in strikethrough text. When you save the current group, the selected related groups are removed.
By default, a group's ID and name are displayed. To customize the view, click
Columns, select the item to be displayed, and click Add.
