Group types

You can have different internal groups, such as for different teams or departments, and external groups such as Customer and Supplier. Any type of user can be associated with any of the group types. For example, an internal analyst may be responsible for a specific external customer.

For analysts, these groupings can represent teams, such as Primary Support and Network Support. If you are providing internal support, then for end users (who are effectively internal ‘customers’ of services supported by analysts) these could be departments such as Payroll. In an external scenario, groups of contacts within the companies supported by the Analysts can be grouped as the customer. Similarly, groups of contacts for third parties can be referred to as Suppliers.

For information about linking users to groups, see Linking users to groups and roles.

The following procedure describes creating a Company group. You create the other groups in a similar way.

To create a group:
  1. In the Administration component, expand the User Management tree.
  2. Expand the Groups folder, then click the Company folder.
  3. On the Actions list, click New Company Group.
    The Group window appears.
  4. Complete the relevant information, then click .
    You can now add users to this group and specify the required privileges. You can also specify that the group has access to specific Knowledge Domains. For more information, see Specifying the knowledge domains for groups.

For information about specifying privileges, see Privileges.

In addition to adding users to groups, you can also link groups together (in a parent-child relationship). You can then, if required, specify that any notifications that are sent to the parent group are also send to the child groups. You do this by adding the Notify Child Groups attribute to the Group window. For information about adding attributes to windows, see the Designer Guide.