Create a Customer Workgroup

Using the Team and Workgroup Manager, create a Customer Workgroup by defining the name, description, and email information about the Workgroup (Info) and the Customers in the Workgroup (Members).

If configured, record ownership rights (View, Add, Edit, Delete rights) can be extended to managers, departments, and Teams/Workgroups, so carefully consider the implications of these relationships.

To create a Customer Workgroup:

Open the Team and Workgroup Manager.
Select the User Teams radio button.
Select the Customer Workgroup radio button.
The Manager lists the existing Workgroups.
Select the Create New button to add a new workgroup to the list.
Define general information for the Workgroup:
1. Select the Info tab.
2. Provide a name for the Workgroup.
3. Select the Image button to open the Image Manager, and then select an existing image or import a new image to represent the item in the UI.
4. Provide a description to use within CSM (this property can be searched in CSM Item Managers).
Define options for determining how emails are sent to the Workgroup (when the Workgroup is chosen as the email recipient).
1. Send to All Members Who Have a Valid E-mail Address: Select this radio button to send emails to all of the addresses for all Customers in the Workgroup (based on the member list created in the next step).
2. Send to This Alias: Select this radio button, and then provide the email alias (example: [email protected]) to send emails to an already-defined email alias. This option is useful if a company has created an email alias (example: Company Administrators) that mirrors the membership Workgroup.
Add Customers to the Workgroup:
1. Select the Members tab.
2. Select the Add button.
3. In the drop-down list, select a type of approver to add to your list of approvers:
  Note: When adding users, teams or workgroups, you can use search. Enter a search term, consisting of case insensitive partial or multiple words, and select Enter or the magnifying glass icon. Select one or more approvers from the results and select the right-arrow. Select X to remove a search filter and return to the complete list of potential approvers.
  Tip: When selecting approvers, they are shown as a tree which you can expand and collapse by selecting the arrow >. Using the tree, you can select users, customers, teams, or workgroups to add to your approver workgroup.
  - Add Users
    Select this option to add a specific CSM user to the list of approvers.
    Tip: Select Ctrl + A to select all users, or Ctrl + click to select a contiguous list of users and then select the left or right arrow to move them from selected to deselected or vice versa. Double-click an approver to add them to the list and close the window at the same time.
  - Add Teams
    Select this option to add a CSM team (example: 1st Level Support, IT Management) to the list of approvers.
  - Add Customer Workgroup
    Select this option to add a CSM customer workgroup (example: Accounting, Human Resources) to the list of approvers.
  - Add Approver Workgroup
    Select this option to add a CSM approver workgroup (example: Executive Management, Team Leaders) to the list of approvers.
4. To designate one of the members as a Workgroup manager, select a Customer (member), and then select the Customer Workgroup Manager check box. You can designate more than one manager, if needed.
5. Select OK.
Select Save.