How To Manage Ticket Groups l Application Settings l Asset Infinity

Managing Ticket groups

Managing Ticket groups

Menu > Application Settings > Ticket Group 


User can create a Ticket Groupso that tickets are streamlined and specific users tagged into the group all at once e.gMaintenance Group, Finance Group, Network Group, IT Managers etc. 

 

       

 

 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 

 

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 

 

Asset Locations 

User can map locations with the User Group 

No 

 

 

Asset Categories 

User can map categories with the User Group 

No 

 

 

Ticket Type 

Through this, a user can map ticket type with the User Group from the tree view Drop-down. 

No 

 

 

Description 

This is an open text field. User can describe the group or add any required information 

No 

 

 

Default Assignee 

User has to select the Default Assignee for the given Ticket Group 

No 

 

 

Additional CC 

User can also add users to be notified other than the ones included into the User Group 

No 

 

 

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...)


 Default values for Tickets generated through emails: 

 

FIELD NAME 

DESCRIPTION 

MANDATORY 

VALIDATION 

Location 

User can add any other location to be included 

No 

 

Ticket Type 

User can add any other Ticket Type required 

No 

 

Priority 

User can add any other Priority to be included 

No 

 

 


Ticket Groups created will be added to the grid and the user can Search the Ticket Group through Search filter.  

 

    

 

       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 

 


The icons on top right corner of the grid can be used to Add, Edit, Delete, View and Export to Excel the Ticket Group which are mentioned below in the grid. 

 

 


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