.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy84NjYvMjUxNC9ja2ZpbmRlci9pbWFnZXMvU2NyZWVuJTIwU2hvdCUyMDIwMjAtMDItMjElMjBhdCUyMDExXzMwXzIwJTIwQU0oNikucG5nIiwiQ29uZGl0aW9uIjp7IkRhdGVMZXNzVGhhbiI6eyJBV1M6RXBvY2hUaW1lIjoxNzY1ODIyMzEwfX19XX0_&Signature=D5u4dkY3QGAF12UmsIt-t-1DJqK~VnLoksZBlUdQWiFIJjJQXgiR9vjN5qE8Bf8HVN7SLIQH8MXhAoP9q~d4FoJvwi75jl0T9Q9xROEFY809wk0Q38R30KmsBpbnk6~23y2z9S4ujz2XmVPegz3Fu6OzBxnjBBccaCbVMnI0pPPOzOPvJG2b2XHBAww-vY4mrKBZpPnnrMdJZhQfPWTMYpkqYjegDmh66cGkE6Dz9u7BMymDSI4CSUBL9Z0uLcammOp9VPvBYE6hvJksAleMtmPLmWa1iU93dlD12~pMz1P3EUz-oHc45Btha0zNUiXAni6FyS6~MBo9GankwUt4EQ__&Key-Pair-Id=K2TK3EG287XSFC)
>> Users & Permissions >> Technician Groups. The active and inactive technician groups are listed in two different tabs. You can filter the groups based on sites.Technician Groups denote the classification of your help desk team so that the incoming requests are categorized and based on the technician's expertise, the requests are distributed.
By configuring technician groups, multiple support teams can be managed by classifying them into individual groups with e-mail settings for each group. So when an e-mail is sent to a group mail ID, the request is fetched and automatically sent to the group.
Say, for instance, you are managing two support groups - hardware and network with the email IDs hardware@domain.com and network@domain.com respectively. The two mail IDs are linked to a single mail account that is fetched by ServiceDesk Plus Cloud. So on configuring the group mail IDs, e-mails sent to hardware@domain.com are automatically assigned to the hardware group and the conversation threads possess the group mail ID in the address field.
Further, you can restrict technicians to view requests in their Group alone. This can be done by creating a Role "All in group & assigned to him" and assigning this role to the technician to restrict his view. Refer Roles to know more.
You can also enable notifications to be sent to the technicians on receiving a new request and if a request is left unpicked. The configured groups are listed in the group's drop-down menu in the New Request form.
To open the Group configuration page,
Click Setup >> Users & Permissions >> Technician Groups. The active and inactive technician groups are listed in two different tabs. You can filter the groups based on sites.
From this page, you can add, edit and delete groups.
Click New Group available at the top of the group listview page.
In the New Group form, enter the Name of the group. This is a mandatory field.
The site will be auto-populated based on the filter and is non-editable.
Select the technicians that you wish to group under this Group from the Available Technicians list box and click >> button to move them to Selected technicians in this Group.
Under the Select technician(s) for notifications section, you can enable notifications for the group technicians when a request is added, updated, or left unpicked. To do this,
Select the corresponding checkbox of the required notification.
Choose the technicians to be notified from the Select Technician drop-down.
For notifications on unpicked requests, You must also enter the time period upon request creation, after which the notification is to be sent.
If you wish to describe the Group in detail, enter the same in Description.
If you wish to automatically assign the incoming tickets to the group, enter the Support Group E-mail ID. Each support group can possess multiple e-mail IDs which should be unique and separated by commas or semicolon.
Specify the Sender's Name and the Sender's E-mail in the given text field. The sender's name will be specified while sending e-mails.
Click Save. The new Group is added to the technician group list.
At any point, if you decide not to add the new Group, then click Cancel to get back to the Group list.
Enabling the checkboxes while adding Group does not ensure that the notification will be sent. This setting is just to choose the technicians to whom the notification needs to be sent and the time frame after which the unpicked request notification is to be sent. To send the notification, you need to enable the following under Setup >> Automation >> Notification Rules:
Notify Group technician by mail when a request is added to Group.
Notify technician by mail when a request is unpicked in Group.
To edit an existing group,
In the Group List page, click the edit icon .png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy84NjYvMjUxNC9ja2ZpbmRlci9pbWFnZXMvU2NyZWVuJTIwU2hvdCUyMDIwMjAtMDItMTQlMjBhdCUyMDJfMDZfNDglMjBQTSg1KS5wbmciLCJDb25kaXRpb24iOnsiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjE3NjU4MjIzMTB9fX1dfQ__&Signature=QhnVdiAvrM-o6cJI2q4B72Y9WxdLtIm8YTbwuxXcG1kjtSosIsJrDCFB9zrqOSt~qvg~Dq80QIjd7tGxgw4gjf0CbT9a~ozeEbS4RRB6dDDOjJ3JAx30pPRp2Q-HEsHtQKfFUeV55UHHsp7JQcjgy4F41cvxRErH4l6itSTYytBLlc5DPzU4IsNphP2hbiRRtQewY-wpHEk3tLExuHI1WfeR3EXYVSQnOi~3ocnWtPSndnvgALEWUZAFY3qn4C7TlYliE6xK7Bd0r0BX3RmKVKfUlbByKz2kG0NG2yVf84kGdCEPP2yWB2LGZdlN16dHfinbH2WVVjgcbMI21rzcog__&Key-Pair-Id=K2TK3EG287XSFC)
beside the group name to edit.
In the Edit Group form, you can modify the name of the Group, the technicians belonging to the Groups, the notification settings, and description.
Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.
On the list view, select groups to delete and click Delete. A confirmation window pops up.
Click Ok.