Creating and Managing Groups

We suggest watching the TeamDynamix Foundations videos in order.

Overview

In this session, you will learn about the different uses of groups in TeamDynamix, and how to create and populate groups.

Learning Objectives

After completing this session, you should be able to:

  • Describe the three main purposes of groups
  • Create, edit, and delete a group
  • Add and remove members to/from groups
  • Change an individual group member's settings within a group

Video Notes

Action Items

  • Compile a list of groups you will need for assigning responsibility, controlling visibility, and sharing
  • Create these groups in TDAdmin
  • Add members to the groups, if users already exist
    • Extra Credit: define a Manager for each group

Transcript

In this session, you will learn about the different uses of groups in TeamDynamix, and how to create and populate groups.

Groups are collections of users in TeamDynamix who have something in common. Groups differ from departments in that they are functional, rather than organizational. Your organizational chart may be a good place to start, but groups do not need to match your organizational chart one-to-one. You may have a group for employees, a group for students, or a group for users who perform a certain function.

Groups are typically created for three reasons: responsibility, visibility, and sharing.

One of the most common ways to use groups is for responsibility or assignment. A few common examples of these groups are Help Desk, Project Managers, or IT Leadership. These groups can be assigned to tickets and tasks, prompted for approval in workflows, and be made responsible for other actions.

Groups can also be used to control visibility into different areas of the Client Portal. For example, you could create a group for all administrative assistants across the departments, and limit an area of your knowledge base or service catalog so that only those in this group can see and use the articles and services.

Groups can also be created for the purposes of sharing. This is most commonly used to share custom reports. You may have a group for department heads across all of the departments in your IT organization, and share strategic reports within this group. This enables them to view this content without having to create it for themselves.

It is possible to be a member of multiple groups. For example, Taylor, a member of the network infrastructure team, is a member of three groups. The Network group, used for assigning tickets and projects; the IT Internal group, which allows them to view IT-specific knowledge base articles; and the Network Reports group, which can view network-related reports in the tickets application. You can also use groups for multiple purposes. For example, we can share reports and assign tickets to the Network group, and have an area of the service catalog that only members of this group can view.

Let's create a group for our implementation team.

In TDAdmin, we'll go to Users & Roles, then Groups. At the top of the page, click +New, and create a name for your group. Optionally, enter a description of the group to help others understand what it is used for. You can also add an external ID, which you can use to search the group by. Leave the active check box checked. You can uncheck this later if a group no longer needs to be used. Finally, click Save.

From the groups list, you can click Edit to change the group details, or delete it using the Delete button. Let's open up our group again and add group members.

Click the name of the group to open it. At the top of the page, click Add Group Members. You can start typing a name to select someone, or to add multiple people at once, click the magnifying glass to open up the full list of users. You can scroll through the users list and check the box next to their name to add them to the selection. Optionally, you can use the filters at the top to narrow down your list of users, or use a search box to find someone specific. When you've selected all of the group members, click Insert Checked to add them to the box.

Back on the Add Group Members screen, we have a few check boxes. You can use these check boxes to change the settings for everyone in the select people box. You can always change these values for specific people later.

Included in Notifications indicates that the person or people selected will receive an email notification whenever someone chooses to notify the group. Check the Manager(s) box if the person or people selected are managers of the group. This doesn't necessarily mean the person's job title is manager, just that they are a team lead or manage the group in some way.

Finally, Make Primary sets the group as the primary group for the person or people selected. A person's primary group affects a number of behaviors in TeamDynamix, particularly in the ticketing application. A person can only have one primary group, but you can always choose to set another group as a person's primary group. If a user is a member of multiple groups, the primary group should be the group that is assigned tickets or tasks.

We'll leave notifications turned on, and set this group as primary for our selected people. Finally, hit Save.

Back on the group details screen, we can now see your group members. You can use the grid here to change settings for specific group members. Click Set or Clear to change whether this group is the person's primary group. Click Yes or No under Manager to indicate whether the person is a group manager. And choose Yes or No under Notified to toggle whether the person receives notifications. Finally, to remove someone from a group, click Remove.

If you anticipate needing to assign work to the group, you need to assign the group to a ticketing application, using the Ticketing Applications tab at the top of the window. Assigning a group with a ticketing application allows the group to show up when assigning responsibility for a ticket or a task in the ticketing application. This prevents technicians from assigning tickets to groups used for visibility and sharing. If you have multiple ticketing applications, you can also use this tab to specify which one this group belongs to. To associate a group with a ticketing application, check the box next to its name, then click save.

Now you know how to create and manage different kinds of groups. Review the video notes for more helpful information on this topic, and review your action items for this session.

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Details

Article ID: 639
Created
Wed 11/4/20 8:24 AM
Modified
Tue 2/2/21 7:46 PM