Managing Ticket groups
Managing Ticket groups
Menu > Application Settings > Ticket Group
Fill the Form fields to create a Ticket Group:
FIELD NAME | DESCRIPTION | MANDATORY | VALIDATION |
Group Name | User enters a name for the User Group. | Yes | User Group name has to be unique. |
Group Users | User can add multiple users from the Drop- down | Yes |
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User Group Head | Assign a Group Head for the User Group from the selected users. | No | Only a single user can be a group head |
User Group Type | User can select User Group Type by checking the activity or ticket check box | Yes |
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Asset Locations | User can map locations with the User Group | No
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Asset Categories | User can map categories with the User Group | No
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Ticket Type | Through this, a user can map ticket type with the User Group from the tree view Drop-down. | No
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Description | This is an open text field. User can describe the group or add any required information | No
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Default Assignee | User has to select the Default Assignee for the given Ticket Group | No
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Additional CC | User can also add users to be notified other than the ones included into the User Group | No
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Role | User can bind the Ticket Group according to the user’s role | No
| Can map to multiple roles |
(To know more about the Asset Location, Asset Category,Ticket Type click on..., And to know about the Group Users, Role click on...)
FIELD NAME | DESCRIPTION | MANDATORY | VALIDATION |
Location | User can add any other location to be included | No |
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Ticket Type | User can add any other Ticket Type required | No |
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Priority | User can add any other Priority to be included | No |
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There are several columns on the grid that can be viewed and are explained below.
FIELD NAME | DESCRIPTION |
Group Name | User can view name of the group under the grid |
User Group Head | User can view the Group Head assigned to the Group, if any |
Description | If a user has added any description, you can view the Description under the grid |
Group users | User can view the names of users in the Group |
Asset Location | User can view the name of Locations mapped with Ticket Group |
Asset Categories | User can view names of Categories mapped with Ticket Group |
Ticket Type | User can view the ticket types mapped with the User Group |
Forwarding mail | Forwarding email is an auto-generated user group on which a ticket can be raised and updated on email |
User Group Type | User can view the mapped User Group Type whether it's Activity/Ticket or both |
Additional CC | Under this, users not present in the Group get notifications for activity/ticket reminders |
Created By | User can view the person who has created the Ticket Group |
Created Date | User can view the creation date of the Ticket Group |
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