Add Group

Configure Dynamic Groups

This section contains the list of steps using Super Admin can configure the Dynamic Groups. You can create Dynamic Groups from Design Studio, by selecting from Application and Module from the Groups tab.

Figure: Record Attribute Groups

To configure the Dynamic Groups, perform the following steps:

1. Navigate to Dynamic Groups and configure new template by clicking Add Group and a pop-up window appears to configure the group details.Figure: Add Group
   
   
2. Type the name of the group under the Group Name field. Here ETR Notification based on Workgroup and Category is given as the Group Name. Estimated Time of Resolution (ETR) notifications based on workgroup and category involves setting thresholds for each workgroup, notifying relevant personnel when ETR exceeds these thresholds, and refining the process for efficiency.  Figure: Group Name
   
   
3. Select the transaction table based on which the group conditions by typing table or form name under Table field.
   Figure: Table selection
   
   
   Forms or Tables created under Form Designer section populate under the drop-down list. Only referenced fields will appear here.
   
   
4. Select the table for configuring  Group. The drop-down lists the attributes of the selected Table. You can also select the attributes of the table for configuring the record Group as needed. Figure: Configure Record Attribute Group
    
   
5. Add an alias name for each Record Attribute. If the alias name for Record Attribute is not specified, it gets added under the specific field automatically. If Workgroup is selected from the drop-down list, the incident will be routed to the corresponding workgroup responsible for the location where it occurred, within the context of the relevant tenant, ensuring efficient and targeted resolution. Please refer to the screenshot for further details.Figure: Record Attribute
    
   
6. Click Add Row icon to add a new field under Record Attribute. It gets auto-populated with the referenced field from the selected Table. 

   

   Figure: Adding Rows
   
   You can add Column Name to the template to create a new column, check Name Every Group Entry , and make it active. Refer to the screenshot below.Figure: Columns
   
   You can also Deactivate the specific Group by turning off the Active button. If you click Yes, Deactivate then it deactivates the User Group from all records! If you Deactivate a specific group under Name Every Group Entry, then you cannot edit the Column Name.Figure: Deactivating the Group
   
7. Click Submit to the save template details.
    
   
8. Navigate to the Search field and type the name of the template to view the Record Attribute Group template. Click the edit icon to view and edit the template.Figure: Viewing the Record Attribute
    
   
9. You can edit the template and click Update to save the details. Figure: Update template

To know more about Configure Group Entry, click here.

 Record Attribute Groups specific to Modules 

While adding Dynamic groups transaction tables are displayed in drop-down based on the module selected. 

Example: If Module = Incident then Table data has options like Cancel Incident, Close Incident, Manage Incident. If Module = Work Order the Table data has options like Office Supplies Work Order, Employee Resignation Work Order, Parking Card Work Order. If Module = Knowledge the Table data has options like Manage Knowledge Records, Provide Feedback.

Module Specific Dynamic Groups

Module Specific Groups for Knowledge, Incident and more

Add Module specific Record Attribute Groups

1.Module = Incident, while adding Dynamic Groups for Incident the following screen is displayed. Figure: Add Module specific Groups Refer to section for more details on configuring Dynamic Groups. 2. Module = Work Order, while adding Record Attribute Groups for Incident the following screen is displayed. Figure: Add Module specific Record Attribute Groups 3. Module = Knowledge, while adding Record Attribute Groups for Incident the following screen is displayed.

Configure Dynamic Groups for a specific use case under Incident Module

This section details the list of steps involved in creating Dynamic Groups under Incident module. 

1.  Navigate to Dynamic Groups and create a Group for Category Owner. The screenshot displays the approval criteria for Category Owner group, the approval is required when the category matches a specific value, and the workgroup is assigned as the category owner.Figure: Configure Group
   
   The configured group for Category owner gets displayed as shown below.
   Figure: Group
   
   
2.  Click New and add field values under General, Group Criteria and Group Users. Here Category and Workgroup based field is specified with value as Password related. Figure: Group details
   
   
3.  Click Category and select the required values for this field. Here Password issue, Hardware Issue and Software Issue are selected under the Issues. Refer to the screenshot for more details.
   Figure: Select Category(s)
   The configured Category appears as shown below:
   Figure: Category
   
   
4.  Select the Workgroup from the drop-down list. Here Server team is selected under filed.
   
   
5.  Navigate to Group Users and type the name of the user for this group. Refer to screenshot for more details.
   Figure: Users
   
   
6.  Click Submit. The configured list screen as shown below:
   Figure: List view