How to Manage Contact Groups

This article contains the following topics:
casm173
This article contains the following topics:
HID_Security_RoleManagement_Contacts
A group is a collection of contacts that represent a specific area of responsibility within your service desk. Groups let you assign responsibility for resolving a ticket.
For example, you can have a Dallas Human Resources group responsible for dealing with personnel issues in the Dallas office. You can assign employee issues and request redressal from the Dallas Human Resources group.
You can associate request areas, locations, and a work shift with a group. You can also determine how contacts within a group can accept the automatic assignment of a request.
Create a Group
A group is a collection of contacts that represent a specific area of responsibility.
: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Follow these steps:
  1. Select Security and Role Management, Groups on the Administration tab.
  2. Click Create New.
  3. Complete the fields as appropriate for the group.
  4. (Optional) Use the controls available on the tabs at the bottom of this page to configure the group.
  5. Click Save.
    The group record is saved and the Group Detail page appears. The following buttons are now available for configuring the group:
    • Update Environment
       
      The Configuration Item/Asset Search window for the group to specify search criteria for assets. Click Search and on the Environment Update window add and remove assets for this group.
    • Update Members
      The Contact Search window to specify search criteria for the contacts for a group. Click Search and on th eContacts Update window to add and remove contacts for this group.
Set Up Group Notification Parameters
You can define the contact information and the method you want to use to notify a group.
Follow these steps:
  1. On the Group Detail page, select the Notification tab.
  2. Enter the appropriate contact information, such as Telephone Number, Fax Number, Email Address, etc.
  3. Select the notification method you want to use for each message urgency level for this group (low, normal, high, and emergency).
    For example, you may want to notify this group using the Email method for normal level activities, but you may want to use the Pager_Email notification method for emergency level activities.
  4. Select the workshift that is valid for each notification urgency level.
    For example, you may assign a Regular workshift (five-day week, eight-hours a day) to the normal level notification, but a 24 hour workshift to the emergency level notification.
  5. Click Save to save the notification parameters.
Assign a Group to a Location
Locations precisely identify a specific physical place, such as the address of a particular company, or an office address. You can assign contacts, groups, and configuration items to a specific location.
Follow these steps:
  1. On the Group Detail page, select the Address tab.
  2. Enter the location where you want to assign the group, or click the search icon to select the location.
    The address information for the location is automatically filled in on the Address tab.
  3. Click Save to assign the group to the selected location.
Assign a Group to an Organization
Organizations describe internal departments and divisions or external companies that can be assigned to tickets, CI classes, groups, and contacts.
Follow these steps:
  1. On the Group Detail page, select the Organizational Info tab.
  2. Enter the field values as follows:
    • Functional Organization
       
      The organization for which the group works.
    • Department
      The department where the group works.
    • Administrative Organization
       
      The organization to which the group reports for accounting purposes.
    • Cost Center
       
      The code to which this group's expenses are charged.
    • Vendor
      The name of the vendor associated with this group.
    • Supervisor
      The name of the person to which this group reports.
    You can enter the values directly in the fields or click the search icon to search for the desired field value.
  3. Click Save to save the organizational information to the group detail record.
Set Up a Group Environment
A group's environment consists of the equipment, software, and services they use.
Follow these steps:
  1. On the Group Detail page, select the Environment tab.
  2. Click Update Environment.
  3. Enter the search criteria to display the desired configuration items and click Search. For more information, see Search Configuration Items.
  4. From the list on the left, choose the configuration items you want to add to this group's environment. To choose multiple items, hold down the CTRL key while clicking the left mouse button.
  5. When you have selected all the configuration items you want, click the double right-arrow button.
    The selected configuration items move to the Group Environment list on the right.
  6. Click OK.
    The Group Detail page displays with the selected items listed on the Environment tab.
Group Remarks
You can enter notes regarding a group on the Remarks tab. These notes can be anything related to the group's role, or any other pertinent information that needs to be saved to the group detail record.
Follow these steps:
  1. On the Group Detail page, select the Remarks tab.
  2. Type the remarks in the Contact Notes field.
  3. Click Save to save the remarks to the group detail record.
Assign Members to a Group
A group is a collection of contacts that represent a specific area of responsibility. Adding members (contacts) to your group lets you assign responsibility for resolving a ticket to several individuals who share this responsibility.
Follow these steps:
  1. On the Group Detail page, select the Members tab.
  2. Click Update Members.
  3. Enter the search criteria to display the desired contacts and click Search. For more information, see Search Contacts.
  4. From the list on the left, choose the contacts you want to assign to this group. To choose multiple items, hold down the CTRL key while clicking the left mouse button.
  5. When you have selected all the contacts you want, click double right-arrow button.
    The selected contacts move to the Members list on the right.
  6. Click OK.
    The Group Detail page displays, with the selected contacts listed on the Members tab.
Group Auto Assignments
The Auto Assignment tab lets you establish a relationship between change category, issues categories, and locations. You can automatically assign tickets (requests, change orders, and issues) using the request areas or category to eligible group members.
The system administrator must enable automatic assignment for each request area and category individually. Listing them on the Group Auto Assignment tab does not enable this function.
Follow these steps:
  1. On the Group Detail page, click Edit and select the Auto Assignment tab.
  2. Click one of the following buttons:
    • Update Request Areas to select request areas for auto assignment.
    • Update Change Categories to select change categories for auto assignment.
    • Update Issue Categories to select issue categories for auto assignment.
    • Update Locations to select locations for auto assignment.
    The Search page for the selected item displays.
  3. Enter the search criteria to display the items you want, and click Search.
    The Update page displays, listing the items that matched the search criteria.
  4. From the list on the left, choose the desired items. To choose multiple items, hold down the CTRL key while clicking the left mouse button.
  5. When you have selected all the items you want, click double right-arrow button.
    The selected items move to the Assigned list on the right.
  6. Click OK.
    The Group Detail page displays, with the selected items listed on the Auto Assignment tab.
Assign Roles to a Contact
Assigning roles to a contact limits the contact's access to functional areas based on the definition of the role they are using. For example, assigning the Customer Service Representative role to a contact allows the contact to access all functionality related to managing customer issues. Assigning the Knowledge Administrator role allows the contact to access all functionality related to configuring and monitoring the knowledge management process.
To assign roles to a contact
  1. Select the Roles tab on the Contact Detail page.
    The Role List appears.
  2. Click Update Roles.
    The Roles Search page appears.
  3. Enter the search criteria to display the roles and click Search.
    The Roles Assigned Update page displays, listing the roles that matched the search criteria.
  4. From the list on the left, select the roles you want to assign to this contact. To select multiple items, hold down the CTRL key while clicking the left mouse button.
  5. When you have selected all the roles you want, click 781629.png
    The selected roles move to the Roles Assigned list on the right.
  6. Click OK.
    The Contact Detail page appears.
  7. Click Save.
    The Contact Detail page displays the selected roles listed on the Roles tab.
  8. Select the role you want to be the default for this contact when they log in, and then click Set Default Role.
    Note:
    The contact role default takes precedence over the default role defined on Access Type pages.