Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management

Administer > Administer the Service Management > People > Groups

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.

From the main menu, 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.

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.
(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.
Click Save. The new group appears in the Groups list.

How to edit a group

From the main menu, select Administration > Master Data > People > Groups.

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.

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:

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.

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.

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.

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.

Field

Description

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.

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.

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.

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.

Field

Description

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.