Groups

Use the Groups feature to organize users with similar roles into one or more groups. Users in groups have the additional functionality of the group, such as assigning permissions to users, actions on apps, responses, access to folders, etc.

The Group feature's options vary based on your company's version of the system and the permissions for your users and groups. If you have questions, ask your company's system administrator.

When creating a new groups, the system sends an email to the user with the user name and a link to the login page. The first time users log in, they must enter a username and password

  1. On the top menu bar, click System Management ( ) > Administration > General > Groups
  2. On the Group Summary page, in the left column, click Add a Group

  3. On the Add a Group page, fill in the fields.

    Field Description
    Name The name of the group
    Description The description of the group

     

  4. Click Add. Result: Group Details page appears
  5. On the Group Details page, fill in the fields. See Modify Group, step 4, below

 

These options vary based on your company's version of the system and the permissions for your users and groups. If you have questions, ask your company's system administrator.

  1. On the top menu bar, click System Management ( ) > Administration > General > Groups
  2. On the Group Summary page, in the Name column, click the group (or sort by column heading or search in columns to find a group)

On the Group Details page, modify the fields, as below

Find and select options

  1. Search within columns or use the page links at the bottom of the list. Click column headings to sort in ascending or descending order
  2. Check the boxes for the options you want the group to have
  3. Click Save

Some options need explanation

Users in multiple groups get all the permissions of each group.

In order to add users to a group, you must have three permissions:

  • ViewUsers
  • ModifyUser
  • ModifyUserGroups

 

Optional. To remove users from all groups other than this one, check the box for Remove the users from their original group(s). The removal happens at the same time as adding the user to this group. For more information, see Users.

 

Indicators provide information about items, tickets, alerts, and messages. To control how some indicators appear in Messages ( ) and if they are announced with a sound, see Account > Modify Preferences > Indicator Settings.

 

Choose the registration codes the group can work on.

 

A common use for limiting a group's responses is to let a team or department at a company have its own set of responses. For example, a company could have four regions, each with its own team. The company could give each regional team its own group and own set of responses. For more information, see Responses.

 

 

Option Description
Prompt for notes when entering a quick response Reminds users to enter a note when using a quick response. If checked, notes can also be required
Save the operator as the locator for the quick response Makes the user who entered the quick response the locator

 

Select Group options

This option makes the selected folders sync by default (automatically) when using iOs, Android, and Windows versions of the system.

Folders Description
No folders No folders sync by default
User specific folders Folders linked to users are synced by default. See Users > Select Folders for User
User specific folders and folders for all personnel Folders linked to users and folders for all users are synced by default (See Users > Select Folders for User). Folders not linked to users are not synced by default.

 

Require the users in a group to calibrate their equipment. For more information, see Calibration.

Equipment Calibration Required? Description Register equipment (Profile > Register Equipment)? Details > Prompt? Details > Actions restricted? Details > Actions recorded in Audit History?
Not required - no prompt, but equipment will be saved with actions if provided No prompt on Details page, no actions restricted Yes No No Yes: Create, Modify, Add Responses (complete, ongoing)
No No No No
Required - only prompt if the equipment is not provided when viewing the details of an item Prompt on Details page, if equipment not already registered Yes No No Yes: Create, Modify, Add Responses (complete, ongoing)
No Yes

No, if equipment registered

Yes, if prompt skipped

Yes, if equipment registered: Create, Modify, Add Responses (complete, ongoing)

No, if prompt skipped
Required - prompt when viewing the details of every item Prompt always on Details page. If equipment already registered, prompt asks if equipment changed Yes Yes No Yes: Create, Modify, Add Responses (complete, ongoing)
No Yes

No, if equipment registered

Yes, if prompt skipped

Yes, if equipment registered: Create, Modify, Add Responses (complete, ongoing)

No, if prompt skipped

 

Affects item creation and modification windows only.

Option Description
English

All text in headers of the Form Creation and Modification windows is in English. Examples:

Create [form name]

Modify

Spanish

All text in headers of the Form Creation and Modification windows is in Spanish except the form/app name. Examples:

Creacion de [form name]

Modificar

 

The locate time field is on the Response window. The default locate time is the time when you open the Response window

Locate Time Rule Description
User is not required to change the locate time when entering a response for a ticket If the locate time is not changed, the system uses the default locate time, which is the time the user opened the Response window
User must change the locate time when entering a response for a ticket The user must enter a new locate time in the Locate Time field to replace the default time
User is not allowed to change the locate time when entering a response for a ticket

If you do not allow users to change the locate time, choose the locate time for them:

  • Use the time when response window was opened as the locate time
  • Use the time when the response is saved as the locate time

 

When selecting actions, you are the "Current User." For more information on apps, see App Designer.

 

Configure Group to use only the Mobile Site. This option redirects users to the Mobile version of the system, even if they log in to the Full Web version. See Versions (Mobile Web, Full Web, iOS & Android, and Windows)

 

Apply Operator Qualification Rules. For more information, see Operator Qualifications.

 

Configure Group to be in Screener Mode. Users in this group can only access the Screen Tickets page (not the Ticket Summary page) and can only work on open tickets in the order of earliest due time. See Screening

 

Smart scores are not displayed in the Ticket Audit History for users in this group. If unchecked, smart scores will display normally. For more information, see Smart Scores.

 

Apply Work Time Tracking Rules. For more information, see Work Time Tracking.

Option Description
Checked

User is required to start work and can perform all actions allowed by the work time rule

  • Prompt to Start Work before Viewing a Ticket or Work Item: System requires user to start work to perform all actions. If user does not start work, some actions are not available
Unchecked User is not required to start work and any work rules (and restrictions on actions) are not applied

 

 

To see the history of changes to a group, on the Group Details page, scroll to the bottom to find the History section:

Column Description
Action The change made to the group
Action Time The date and time the change was made
Description The description of the change
Operator Name The user who made the change