--- title: "Configuring Workgroups" slug: "configuring-workgroups" updated: 2026-02-25T07:05:12Z published: 2026-02-25T07:05:12Z canonical: "help.symphonysummitai.com/configuring-workgroups" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Configuring Workgroups ## Configuring Workgroups A Workgroup is a group of members in a Tenant or a unit in an organization who are authorized to perform a specific set of business activities. You can add and modify Workgroup details for a Tenant. #### **To Configure Workgroups:** 1. Navigate to **Admin** > **Infrastructure > General > Workgroup**. 2. On the **Workgroup** page, click **Add New** on the right action panel. Type in the new Workgroup details. 3. Click **Submit**. A new Workgroup page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-8QZUC9SA.png) Figure: Workgroup page ##### Field Description The following table describes the fields on the **Workgroup** page: | **Field** | **Description** | | --- | --- | | **Details** | | Workgroup Name | Type in a name for the Workgroup. | | Parent Workgroup | If selected, the workgroup specified in the **Workgroup Name** field becomes the child Workgroup of the selected Parent Workgroup. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-LYXQ66KB.png) Figure: WORKGROUP page for Parent Workgroup configuration **Note:** After the Parent Workgroup is configured for a Workgroup on the **WORKGROUP** page, the **SHOW LIST** and **SHOW SUB WORKGROUP** actions are displayed on the **ACTIONS** panel. Click to view the respective list of Workgroups/Sub Workgroups. | | Owner | Type in the name of the person who heads the Workgroup. To search for a user, click the **Search** icon. | | Master Workgroup | Select this check box to define a Workgroup as a Master Workgroup. For any Tenant, you can define one or more Workgroups as Master Workgroup. Analysts who are members of a Master Workgroup can edit Incidents of all the Workgroups. For example, in a Help Desk, the first level of support responding to the queries of the End Users is given access to the Master Workgroup so that they can update the Incidents belonging to any Workgroup. | | Alternate Workgroup | Select an alternate Workgroup from the drop-down to execute during off-hours and holidays configured for default workgroup. | | **ENABLE WORKGROUP FOR** | | Change Management, CMDB, Release Management | Select this check box to enable the availability of this Workgroup in the **Change Management**, **CMDB**, and **Release Management** modules. If you select the check box, the **Add Additional Owner** field is displayed. | | Add Additional Owner | Select this check box to add additional owner(s) for the Workgroups. To search for a user, click the **Search** icon. The added users are displayed **Additional Owners** table. | | Service Request Management | If selected, this Workgroup becomes an available option on all the pages of the **Service Management** module. | | Incident Management & Problem Management | If selected, this Workgroup becomes an available option on all the pages of the **Incident Management** and **Problem Management** modules. | | Show in Log New Incident Page | Select this check box to indicate that the Workgroup you are adding to be listed in the Workgroup list on the **LOG NEW INCIDENT** page. Selecting this check box also enables the **Workgroup Display Name** option. You can edit the Workgroup Display Name, if required. By default, the Workgroup name is displayed as **Workgroup Display Name**. | | Workgroup Display Name | Specify the display label for a Workgroup. | | E-mail Workgroup on Incident Resolution | Select the check box to send e-mail update to Workgroup Analysts when the incident is resolved. | | Enable Manual Incident Closure | If selected, the Analyst needs to manually close the Incident irrespective of the Tenant level configuration. Note: **Enable Manual Incident Closure** configuration done at Category level will be overridden with **Incident Closing Mode** configuration done on **Business Rule** page, when that business rule gets executed for the incident. Incident closure will be based on the defined business rule. | | E-mail Workgroup on Service Request Resolution | Select the check box to send an e-mail notification to the Workgroup Analysts when the Service Request is resolved. | | Enable Manual Service Request Closure | If selected, the Analyst needs to manually close the Service Request irrespective of the Tenant level configuration. | | SLA Alerts | Select this check box to specify that the Workgroup Owner must be notified when the SLA requirements (Response and Resolution) are not met by any of the Workgroup member. | | Response Alert 50% | Select this check box to notify the Workgroup Owner when the total response time agreed in SLA exceeds 50%. | | Response Alert 75% | Select this check box to notify the Workgroup Owner when the total response time agreed in SLA exceeds 75%. | | Response Alert 100% | Select this check box to notify the Workgroup Owner when the total response time agreed in SLA exceeds 100%. | | Resolution Alert 50% | Select this check box to notify the Workgroup Owner when the total resolution time agreed in SLA exceeds 50%. | | Resolution Alert 75% | Select this check box to notify the Workgroup Owner when the total resolution time agreed in SLA exceeds 75%. | | Resolution Alert 100% | Select this check box to notify the Workgroup Owner when the total resolution time agreed in SLA exceeds 100%. | | From Name | Type in the Sender’s name to be displayed to the Users when they receive an e-mail. | | From E-mail ID for User E-mails | Specify the e-mail id which will be used to display the Sender’s email address in user’s inbox. It is used to mask the original email address. It will override the actual email address specified in the SMTP settings. | | Call Management | If selected, the Workgroup becomes enabled and available under Workgroup drop-down list on the Call Management module. | | Notify Workgroup Owner for Incident | If selected, the Workgroup Owner is notified when this Workgroup and the Assigned Analyst are changed on the **Incident Details** page. Additionally, in order to notify Workgroup owner(s), the **Notify Workgroup Owner(s) for Incident Reassignment** checkbox must be enabled on the **Tenant** page. | | Notify Workgroup Owner for Service Request | If selected, the Workgroup Owner is notified when this Workgroup and the Assigned Analyst are changed on the **SERVICE REQUEST DETAIL** page. Additionally, in order to notify Workgroup owner(s), the **Notify Workgroup Owner(s) for SR Reassignment** checkbox must be enabled on the **TENANT** page. | | Enable Live Agent Transfer | If selected, the **Live Agent Transfer** icon is displayed on the **Quick Action Bar** to the Analysts for the selected Workgroup at the selected Locations. **Note:** To enable this Live Agent Transfer option, the **Enable Assistant** check box should be enabled on the **APPLICATION SETTINGS** page. | | User Name | Type in a dedicated SMTP (Simple Mail Transfer Protocol) that user wants to use for a workgroup. This SMTP will override the common SMTP configured for application. | | Password | Type in a Password for the Username used for that SMTP to be used. | | Confirm Password | Specify the password again to confirm. | | Locations | - If the **All** check box is selected, the Workgroup is configured for all the locations configured in the application and you do not get any options to select locations. - If you want to select specific locations, clear the **All** check box. Select the locations for which you want to configure the Workgroup. You can also specify a location as the default location by selecting the **Default** check box next to the location. | | Default | Select this check box to specify this Workgroup as the default Workgroup, which means that this Workgroup will be available as a default selection on the other pages of the application. | | Active | Indicates the status of the Workgroup. - If selected, the Workgroup becomes an available option on the other pages of the application. - If not selected, the Workgroup becomes inactive. The inactive Workgroups are not displayed on the other configuration pages of the application or in the list of Workgroups. | ##### ACTIONS This section explains all the icons displayed on the **ACTIONS** panel of the **WORKGROUP** page. SHOW LIST Click **SHOW LIST** to display the **LIST** table showing all the Workgroups configured in the application for the selected Tenant. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-2MWP8E4K.png) Figure: Workgroup List page - To edit a Workgroup, click the **Workgroup Name**. Make appropriate changes and click **Submit.** - To display the inactive Workgroups, click the **Include Inactive** check box. - **Workgroup ID** column in the **List** table displays the ID associated with every configuration. Workgroup ID will help analysts with handy information, especially when managing the API calls during the integration with third-party application. Note: - When the Workgroups are displayed under the **List** table, the **Add New** action is displayed on the right action panel. Click **Add New** to add a new Workgroup. - You can configure multiple Workgroup and Workgroup Location by using the **Import** function. Upon clicking **Import** or **Import Workgroup Location**, you are redirected to the **Masters Import** page, where you can download the Microsoft Excel template and fill the required data to add on the **Workgroup** page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuring-workgroups-image-4760bo3b.png)SHOW SUB WORKGROUP The **Show Sub Workgroup** icon is displayed on the right action panel only when the Parent Workgroup is configured for the selected Workgroup. Click **Show Sub Workgroup** to display the **List** table showing all the Sub Workgroups in the application for the selected parent workgroup. Note: - When the sub-Workgroups are displayed under the **List** table, the **Add New** action is displayed on the right action panel. Click **Add New** to add a new Sub Workgroup. - You can configure multiple Sub Workgroup and Sub Workgroup Location by using the **Import** function. Upon clicking **Import** or **Import Workgroup Location**, you are redirected to the **Masters Import** page, where you can download the Microsoft Excel template and fill the required data to add on the **Workgroup** page.