Service groups are used to implement service rendering on a certain product by the group of responsible employees. The work with groups is concentrated in the left part of the Service Desk tab. Windows for the creation and editing of service groups are similar.
In order to start the group creation, press the New group button located in the left part of the tab under the "Assigned" block.
To start editing group settings, the button located to the right of its name should be pressed. When a group is edited, the "Delete this group" button appears on each tab. Using this tab one can perform corresponding actions.
In the group editing mode, you can see its identifier and the identifiers of categories and products of the group. This information is necessary for setting up the public component of the "Service Desk" module.
Users that are not allowed to administer a group or the entire module "Service Desk" can view the information about the group. Instead of the commands for editing/deleting the command is displayed to the right of the group name. Once you execute it, the following window will appear:
The following information is displayed here:
The window of group settings contains four tabs: "Information", "Categories", "Products" and "Permissions". When editing a group the title of the window contains its identifier specified in brackets, for example, (#1005). It is used for settings up the public component of the module.
The following parameters are specified here:
In this tab one can create categories to distribute requests within the group. To create a category just click on a empty row and start specifying its parameters:
Use a double click to start editing fields. To delete a category click the button at the end of a row.
Here one can add names of products that will be serviced by this group. The corresponding choice will be necessary when adding requests.
To create a product just click on a empty row and start specifying its parameters:
Double-click on a field to edit it. To delete a category click the button at the end of a row.
To make working with requests easier for new employees, an administrator of the service group can prepare a template for requests in it.
The text specified on this tab will be automatically added to each new request created in this service groups.
In the text you can use the following macros, which substitute information about the current employee:
Permissions for the service group are set up here.
You can assign or delete users/groups from the list of right-holders using the Add and buttons. Pressing on the Add button opens a window for assigning users. It is described in the "Interface Description -> Lists of Assigned" section. For clearing the list of assigned the button. If you need to delete only one user/group from the list of assigned, press the button located to the right of each selected user/group.
Permissions are divided into the following categories:
Access rights cannot be inherited. For example, the administration right does not allow viewing requests in the group. The right for the full viewing is necessary for this purpose.
After all group parameters are set up, the "Add" button should be pressed.