Technician Groups

Technician Groups

Classify technicians into groups so that incoming requests are categorized and distributed to technicians based on their expertise.

By configuring group emails, you can manage multiple groups with specific email addresses. For example, hardware@domain.com and network@domain.com can be linked to two different groups in the same site. Emails sent to these addresses are automatically assigned to the respective groups.

You can also restrict technicians to view only requests within their own group. Refer to the Roles for more details.
 

Create a Technician Group 

  1. Go to Setup > Users & Permissions > Technician Groups.
  2. Select the customer from the filter in the header.
  3. On the list view, select the site from the Filter by Site drop-down.
  4. Click New Group.
  5. Enter a name for the group and add a brief description in the respective fields.
  6. The site will be auto-populated based on the filter selected in the list view. This field cannot be edited.
  7. Select the technicians that you wish to add to this group from the Available Technicians list box and click to move them to Selected technicians in this Group.
  8. Under the Select technician(s) for notifications section, you can choose to notify technicians in the group when a request is added, updated, or left unpicked. To do this,
    1. Select the corresponding check box of the required notification.
    2. Choose the technicians to be notified from the Select Technician drop-down.
    3. For notifications on unpicked requests, specify the duration after request creation when the notification should be sent.
Info
These notification settings only allow you to select the technicians who should receive the notifications.  To send the notification, you need to enable the following under Setup > Automation > Notification Rules: 
  1. Notify Group technician by mail when a request is added to Group. 
  2. ​Notify technician by mail when a request is unpicked in Group. 
  1. If you wish to assign the incoming requests to the group automatically, enter the Group Email. Each group can have multiple email IDs. Specify the email ID separated by commas or semicolons.
  2. Specify the Sender's Name and the Sender's Email. The sender's name will be mentioned in outgoing emails.  
  3. You can also assign group-level organization roles to technicians in the group. Under Assigned Organization Roles, select the role and user from the drop-downs.
  4. Finally, click Save.

Edit/Delete Groups 

You can edit/delete technician groups from the list view.
  1. Click against the group to edit it.
  2. To delete groups, select the groups using the check boxes and click Delete.
If you delete a group that is being used in a request, the group will be inactivated. You can view these groups under the Inactive Groups tab. To activate inactive groups, select the groups in the list view and click Mark as Active.
 


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