User Groups

User Groups

Classify users in your help desk instance into various groups based on certain criteria. You can allow/restrict users to access certain items in the instance via user groups.
 
To configure user groups, go to Setup > Users and Permissions > User Groups.
 
Classify users in your help desk instance into different groups based on specific criteria. You can allow or restrict users' access to modules or configurations in the instance by assigning them to user groups.

Benefits 

  1. Group users across different departments, job titles, or email domains.
  2. Manage user access levels in the instance.
  3. Limit request/change templates, solutions, or announcements
  4. Develop dashboards specific to groups.

Create User Group    

  1. Go to Setup > Users & Permissions > User Groups.
  2. Choose the customer from the filter in the header.
  3. In the list view, click New User Group and fill out the fields using the pointers below:
Field
Description
Name*
Provide a name for the user group.
Description
Briefly describe the user group usage, scope, or purpose.
Set Filters*
Set criteria based on which users will be added to the group.
  1. Select a column and operator from the respective drop-downs and enter the value.
  2. You can add multiple criteria using the icon.
  3. Select AND/OR operator for the criteria.
  4. Drag a criteria over the indentation space to add it as a sub-criteria.

Preview

Expand the section to view the list of users who match the criteria. These users will be included in the user group created.
*mandatory fields
  1. Click Save.
 

List View Operations  

  1. Click against a user group to edit or delete it.
  2. Click to search through the groups listed.
  3. Click to modify the number of records displayed and sort them.
 

Use Cases 

Make an announcement to certain departments in a site

Scenario: A network Nortel is down for a day due to maintenance in the site in New York. The network is used only by the IT and Finance departments in the site.
  1. Create two user groups - IT and Finance.
    1. Set filter criteria as Department is IT, Finance.
    2. Create an announcement and set Accessibility as Shared.
  2. Select the user groups as IT and Finance.
    1. Publish the announcement.
 

Create a solution and share it with regional-level organization roles 

Scenario: If an application server crashes in the US region, the Regional Incharge/Manager can access the solution to troubleshoot the server.
  1. Create a user group - Regional Leads.
    1. Set filter criteria as Organization Role is Regional Incharge, Regional Manager.
  2. Create a solution titled Troubleshooting Application Server.
    1. Enable Show in Self-Service Portal check box.
    2. Under View Permission, select User Groups and choose Regional Leads user group in the drop-down.
    3. Publish the solution.
 

Obtain analytics and share it only with select users 

Scenario: Create an executive dashboard for high-profile users containing revenue-related analytics.
  1. Create a user group - Executive Users.
  2. Set the following filter criteria with the AND operator:
    1. Organization Role is CEO, CFO, CIO, COO.
    2. VIP User is Yes
  3. Go to Home > Dashboard and create a new dashboard.
    1. Provide the dashboard details and enable the Executive Dashboard check box.
  4. Click Customize.
  5. Under Layout Customization, select Accessibility as Shared.
  6. Under Add Participants, select User Groups and choose Support Engineers group.
  7. Create URL widgets, select them for the dashboard, and update the layout.
 

Create a request template accessible to certain user groups and display SLAs relevant to the group.  

Scenario: Allow on-site employees to raise requests using certain templates. Allow the employees to apply SLA.
 
Steps Involved
Configurations
Create a user additional field
Create a picklist user additional field - On-site Employee with options Yes/No.
Create user groups
  1. Create the following user groups - IT Technicians, Facility Technicians.
  2. Set filter criteria as User Additional Field > On-site Employee is Yes.
Configure SLAs

Configure the following SLAs - On-site IT SLA, On-site Facilities SLA.
Configure users to apply SLA

  1. Go to Setup > General Settings > Advanced Portal Settings.
  2. Ensure While creating a Service Request configuration is selected as Use SLA selected by the user or Use both user selected and condition based SLAs.

Configure a request template
  1. Create a service request template containing details of all resources provided to employees with disability/health issues.
    1. Enable Show to Requester check box.
    2. In the User Groups drop-down, select IT Technicians and Facility Technicians.
    3. Save the template.
  2. Go to Associated SLAs tab.
    1. Associate On-site IT SLA. Under Show to user groups drop-down, select IT Technicians.
    2. Associate On-site Facilities SLA. Under Show to user groups drop-down, select Facility Technicians.
    3. Save and associate the SLAs.

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