OverviewGroups represent different teams of Users. Groups are mainly used within Vivantio for the purpose of Ticket assignment. A Ticket can be assigned to a Group and / or a User. Users can belong to one of more Groups. Users can be split into Groups to allow tickets created to be allocated to a Group with a generic email address rather than an individual, this means that anyone from the Group can pick up the ticket to resolve it. Users can be members of one, many or no groups. Groups can be Departments or Areas as well as Service Desk Groups such as Inbound and Outbound for example. When tickets are assigned to a group only or the owner of a ticket is changed to a group only, an e-mail will be sent to the specified account. Typically, a distribution list is created on the mail server so that the e-mails can be routed to all of the group members. Alternatively, an individual’s account (such as an Administrator or Team Leader) can be specified. This individual can then decide which group member should be assigned the ticket. GuidanceNavigate to the Admin Area > Setup > User Management > Groups |
To Add a Group: - Click Add - Enter the name of the Group e.g Service Desk / HR / Credit Control - Enter the Group email address - Click Save
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To Add Group Members: - Tick the box of the Group you wish to add members - Click Group Members - Select a name from the list on the left - Click Ok and the name will move to the list on the right
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To Edit a Group: - Tick the box of the Group you wish to edit - Click Edit - Make your changes - Click Save
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To Delete a Group: - Tick the box of the Group you wish to delete - Click Delete - Click OK to confirm the action
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Reviewed: 08 March 2023