Request Groups denote the classification of help desk team under which the various incoming requests can be categorized. Each Group can have a group of technicians incharge of handling the requests pertaining to that Group. You can configure these Groups in such a way that notifications can be sent to technician group who belong to the Group regarding a new request creation.

To add a new Group click the Add New Group link on the right hand side corner of the Group List table.

Add New Group

The Group Name is where you specify the unique name that is used to identify each Group.

To group technicians under this Group, select the technicians from the Available Technicians list box and click Assign (>>) button. For multiple select of technicians, use Ctrl or Shift key.

If you want to send notifications to the above group of technicians for new request creation or inform the group if there are requests unpicked, then select the check boxes available just below the technicians list box. Based on your need you can enable both the check boxes or select any one or none.

You can enter a short description about the Group in the Description field. This will help in knowing the kind of requests that will be grouped under this Group and hence help in assigning technicians to this Group.

Click the Save button to save the Group and return to the list view.
Click the Save and add new button to save the Group and add another Group.