Through the creation and assignment of service groups, technicians can only view tickets visible to the service groups for which they are members.
Setting Up a Service Group
To add a service group, navigate to the following:
- User Group
- Service Groups
- Create Group
Complete the following steps to finalize the service group:
- Define a name and description for the service group.
- Select the technicians to include in the service group.
- Connect the problem type(s) that will be restricted to the service group.
Create a Routing Rule
Once the service group has been created, you'll need to add a routing rule to associate the service group with tickets of specific problem types.
To create a routing rule, navigate to the following:
- Ticket Routing
- Ticket Creation (tab)
- Create Rule
Add the following conditions to the routing rule:
- Field condition: Problem type
- Comparison condition: is
- Parameter for condition: Problem type choice
You can assign the routing rule to a specific technician or service group.
- Assign to: select a technician, if desired, or choose "unassigned".
- Assign to Service Group: toggle this option and choose one or more service groups to be associated with this routing rule.
In the Set Status To field, toggle the option off.
Things to know
- Technicians will be restricted by site assignment.
- The option to Enable service group e-mail notifications must be enabled in Notifications to activate service group email notifications.
- If the service group is not associated to a ticket, technicians in that service group cannot see the ticket.