Workgroup Category and User Matrix
- 18 Feb 2025
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Workgroup Category and User Matrix
- Updated on 18 Feb 2025
- 1 Minute to read
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- PDF
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The link between users, categories, and workgroups in a system or organization is shown using a workgroup, category, and user matrix. It is also referred to as a user-category matrix or user-workgroup matrix. This matrix helps define and manage access permissions, roles, and responsibilities for different individuals and groups within the system.
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
| NovaTech is faced with a scenario where it needs a quick way to send notifications during certain situations. For example, NovaTech wants to notify respective stakeholders when there are incidents related to Customer VPN or Intranet issues. | To resolve this, the Administrator configures a matrix in which Workgroup, Category, and Users can be mapped. Hereafter, when there are incidents related to the particular workgroup, notifications can be sent at the earliest. This helps in quick and easy resolution as these mapped configurations can be used when needed. |
Configure Workgroup Category and User Matrix
To configure the Workgroup, Category and User Matrix, perform the following steps:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Navigate to Design Studio > Module > Configuration > Matrices > Workgroup Category and User Matrix. The admin can view the list of all configured Workgroup, Category and User Matrix items. To learn more about managing the list page navigate to Manage Workgroup Category and User Matrix.
Figure: Workgroup Category and User Matrix
4. Click New on the right side of the page. All the configured Workgroup Category and User Matrix values are used across the Service Management module.
Figure: Workgroup Category and User Matrix New
5. Enter values in all fields as described in the following table.
| Field | Description |
|---|---|
| Tenant | A Tenant is similar to a department within an organization that provides support related to an IT or a facility. |
| Criteria | |
| Workgroup | Select the workgroup from the drop-down list. Available options are based on the Workgroup configuration done at the admin level. |
| Category | Choose the category from the preconfigured tree list. These categories are displayed based on the Workgroup selected. |
| Stakeholders | |
| Recipients | Choose the users from the multi-select dropdown. |
| Active | Select the check box to make Workgroup, Location, Status, Priority and User Matrix available on other pages of the application. |
6. Enter all the details and click Save.
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