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:

1. Admin
2. User Group
3. Service Groups
4. 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:

1. Admin
2. Ticket Routing
3. Ticket Creation (tab)
4. 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.

Set Status

In the Set Status To field, toggle the option off.