Groups¶
A group bundles several ticket categories, queues, agents or user rights under one name, so you can filter, report and display them together β for example "Sales queues" or "Team Prague". Groups are used in filters, statistics and wallboards. Set them up in Settings β Workflows β Groups.
Group Types and Uses¶
There are four group types:
| Group Type | Description |
|---|---|
| Categories | Groups ticket categories. Use it in ticket filters and in wallboard widgets that show ticket information. |
| Queues | Groups queues. Use it in filters and statistics. |
| Operators | Groups agents (users). Use it in filters and statistics. |
| Rights | Groups user rights. Use it in wallboard widgets that show information about users. |
Group uses
| Uses | Description |
|---|---|
| Statistics | See a specific group of users or queues in a statistic. Go to Reporting β Statistics and select the group in the statistic's filter. |
| Filters | See the activities of a specific group of users or queues. Click Filter and select the group. |
| Wallboard Widgets | Display users, queues or categories by group on Wallboards. Go to Application β Wallboards, click Change in the Widgets column and add your group at the bottom of the widget window. Check Show all items in groups to display the individual group members. |
Group Details¶
In Settings β Workflows β Groups, create a new group or open an existing one:
| Field | Description |
|---|---|
| Title | The group name. |
| Description | A group description. |
| Type | The group type β see Group Types and Uses above. |
Save your group. Then click the Members column of the group and select the categories, queues, agents or user rights that belong to it.
Rights¶
Which users can work with groups is set in their user right: Settings β Users β Rights β Groups tab. With it, users can use groups in filters and in widget and statistics settings; to also edit groups, they need the module in their user access β see Rights β Functions in Tabs.