User Groups

Classify users in your service desk instance into various groups based on certain criteria. You can allow/restrict users to access certain items in a service desk instance via user groups.

To configure user groups, go to Setup > Users and Permissions > User Groups.

This document discusses user groups in the following topics:

Benefits
Use Cases
Add User Group
List View Operations

Benefits

Group users across different departments, job titles, or email domains.
Fine-grain accessibility of users when multiple sites are configured in a service desk instance.
Limit request/change templates, solutions, or announcements only to certain users.
Create shared dashboards with specific users.

Use Cases

Make an announcement only to certain departments in a site.

Scenario: A network Nortel is down for a day due to maintenance in the site in New York. The network is used only by IT and Finance departments in the site.

Create two user groups - IT and Finance.
- Set filter criteria as Department is IT, Finance.
- Create an announcement and set Accessibility as Shared.
Select the user groups as IT and Finance.
- Publish the announcement.

Create a solution and share it only with regional level organization roles.

Scenario: If an application server crashes in the US region, the Regional Incharge/Manager can access the solution to troubleshoot the server.

Create a user group - Regional Leads.
- Set filter criteria as Organization Role is Regional Incharge, Regional Manager.
Create a solution titled - Troubleshooting Application Server.
- Enable Show in Self-Service Portal check box.
- Under View Permission, select User Groups and choose Regional Leads user group in the drop-down.
- Publish the solution.

Obtain analytics and share it only with select users.

Scenario: Create an executive dashboard for high profile users containing revenue-related analytics.

Create a user group - Executive Users.
Set the following filter criteria with AND operator:
- Organization Role is CEO, CFO, CIO, COO
- VIP User is Yes
Go to Home > Dashboard and create a new dashboard.
- Provide the dashboard details and enable Executive Dashboard check box.
- Click Customize.
- Under Layout Customization, select Accessiblity as Shared.
- Under Add Participants, select User Groups and choose Support Engineers group.
- Create URL widgets, select them for the dashboard, and update the layout.

Create a request template accessible only to certain users groups. Display only the SLAs relevant to each group and allow them to select the SLA to be applied.

Scenario: Allow onsite employees to raise requests using certain templates. Allow the employees to apply SLA.

Steps Involved	Configurations
Create a user additional field	Create a picklist user additional field - On-site Employee with options Yes/No.
Create user groups	Create the following user groups - IT Technicians, Facility Technicians. Set filter criteria as: User Additional Field > On-site Employee is Yes.
Configure SLAs	Configure the following SLAs - On-site IT SLA, On-site Facilities SLA.
Configure users to apply SLA	Go to Setup > General Settings > Advanced Portal Settings. Ensure While creating a Service Request configuration is selected as Use SLA selected by the user or Use both user selected and condition based SLAs.
Configure a request template	Create a service request template containing details of all resources provided to employees with disability/health issues. Enable Show to Requester check box. In the User Groups drop-down, select IT Technicians and Facility Technicians. Save the template. Go to Associated SLAs tab Associate On-site IT SLA. Under Show to user groups drop-down, select IT Technicians. Associate On-site Facilities SLA. Under Show to user groups drop-down, select Facility Technicians. Save and associate the SLAs.

Add User Group

On the user groups list view, click New User Group and fill out the fields using the pointers below:

Field	Description
Name *	Provide a name for the user group.
Description	Briefly describe the user group usage, scope, or purpose.
Set Filters *	Set dynamic criteria based on which users will be added to the group. Select a column and operator from the respective drop-downs and enter the value. You can add multiple criteria based on AND/OR logic using the Add icon. Drag a criteria over the indentation space below other criteria to add it as sub-criteria.
Preview	Expand the section to view the list of users who match the group criteria and will be added to it. If the Preview section is expanded before setting filters, the section will displayed blank. Collapse and expand the section to preview users added.

* mandatory fields

Click Save.

List View Operations

On the user group list view, click beside a group name to edit or delete the user group.

Click to search through the groups listed.
Click to modify the number of records displayed and sort them.