Managing Groups

Groups help you organize users around the way your service desk actually works: teams, responsibilities, routing paths, permissions, and service visibility.

Use groups to keep assignments and access manageable as your organization grows. Instead of configuring every user individually, you can group Agents by role or team, group End Users by audience or department, and use those groups across routing rules, Service Record assignment, reporting, permissions, and visibility settings.

Available for:

Customers using SysAid Spaces. If you’re using SysAid Classic, see User Groups.

How it works

A group is a collection of users. Groups can include Agents, End Users, or both, depending on the group type.

Groups can be used to:

• Assign Service Records to a team instead of a specific Agent.

• Route work to the right team based on category, template, escalation, or automation logic.

• Manage permissions for several Agents at once.

• Control which services, categories, or content are visible to specific End User audiences.

• Support reporting by team, company, or support level.

• Organize users for easier profile maintenance.

Group types

The group type determines which users can belong to the group.

The group type can be selected only when creating a new group. After the group is created, the type cannot be edited.

Group settings

After you choose the group type, configure the group’s settings. These settings determine how the group appears across SysAid, whether it can be assigned to Service Records, how it fits into your support structure, and whether it’s associated with a company, email address, related items, or automated assignment behavior.

Group name

The group name appears in drop-down lists throughout SysAid. The group name can be edited only when creating a new group.

Please note:

Group names are limited to 64 characters. Groups imported from an active directory with names longer than 64 characters will not imported.

Support level

Use Support Level to indicate where the group sits in your support structure.

For example, Service Records may first be assigned to a first-level support group. If the group cannot resolve the issue, the Service Record may move to second-level support, and only special cases may be escalated to third-level support.

SysAid uses group support level to calculate the Current Support Level and Maximum Support Level fields for a Service Record.

If an Agent belongs to more than one group, the Agent’s support level is the highest support level of any group they belong to.

Company

In the Full Edition, each group can belong to one company.

When a group is associated with a company:

• The group is included in reports sorted by company.

• Agents who are limited to their company data can only select groups associated with their own company.

• Group members can be limited to view and edit only Service Records, assets, CIs, and other entities associated with the same company, depending on their permissions.

For more information about company-based access limits, see Managing Agent Permissions and Managing Companies.

Group email

Use Group Email to enter an email address for a distribution list that represents every Agent in the group.

When a group email is configured, SysAid sends automatic group notifications to that address instead of emailing each group member individually.

This is useful for large groups, especially when your email solution limits the number of recipients per email.

Receive automatic SR email notifications

Use Receive automatic SR email notifications to control whether the group receives automatic Service Record email notifications.

If the group has a group email address, notifications can be sent to that address instead of each Agent in the group.

Can be assigned to Service Record

Select Can be assigned to service record to make the group available in the admin groups list used in Service Record lists and forms, routing, and the Expression Builder.

Some areas, such as the SysAid Calendar and Service Record action items, may still allow group selection even if this option is not selected.

Enable automatic dispatch of Service Records

Use Enable Automatic Dispatch of Service Records to enable workload-based assignment for Agents in the group.

This field is not visible by default. You can add it to the group form using Design Form.

When automatic dispatch is enabled, and a Service Record is assigned to the group without a specific assignee, SysAid assigns the Service Record to the Agent in the group who currently has the fewest assigned Service Records.

If multiple Agents have the same lowest number of assigned Service Records, SysAid assigns the new Service Record alphabetically.

Related items

Use Related Items to view and manage items linked to the group.

The number shown next to Related Items indicates how many items are linked to the group. Linked items can include Service Records and other SysAid entities. Click a linked item to open its details in a new window.

Items added to the group’s linked items table also appear in the linked items table for the related item. For example, if you link a Service Record to a group, the group appears in the linked items table for that Service Record.

Add linked items

To add linked items:

1. From Add a new link, of type, select the type of item you want to link.

2. Select the dependency type for the linked item.

3. Click Add.

4. In the list that opens, select one or more items.

5. Click Select.

Remove linked items

To remove linked items:

1. Select one or more linked items.

2. Click Delete from the list of actions.

Members

Use the Members tab to view, add, or remove users from the group.

Only users who match the group type can be added to the group. For example, an Agent group can include only Agents, an End User group can include only End Users, and a General group can include both.

You can also manage group membership from an individual user profile. For more information, see Editing User Profiles.

Add members to a group

To add members to a group:

1. Open the group.

2. Go to the Members tab.

3. Click New.

4. In the Select Users window, select the checkboxes for the users you want to add.

5. Click Select.

Remove members from a group

To remove members from a group:

1. Open the group.

2. Go to the Members tab.

3. Select the checkboxes for the users you want to remove.

4. Click Delete.

Permissions

Use the Permissions tab to configure group permissions for Agents. When Enable group permissions is selected, SysAid displays the full list of Agent permissions that can be configured for the group.

Any Agent who belongs to the group can receive the permissions selected on the group, as long as that Agent’s profile is configured to use group permissions.

For the full permission model and permission list, see Managing Agent Permissions.

Please note:

Group permissions affect an Agent only when the Agent’s profile is set to use group permissions. You can configure this on the Permissions tab of the Agent profile.

Multiple group permissions

If an Agent belongs to multiple groups that have group permissions enabled, the Agent receives all permissions that are enabled in at least one of those groups.

For example, if one group gives the Agent access to reports and another group gives access to BI Analytics, the Agent receives both permissions, as long as their profile is configured to use group permissions.

 Additional available profile fields

Some fields do not appear by default and must be added to the profile form. Go to any group and click Modify Layout. You can choose to add the field to any of the existing tabs.

Tip!

You can also create an entirely new tab in the user profile by oprning the Design Form pop-up and clicking New Tab. You eill then be able to name the tab and add any desired fields to it.

You may also see fields that are not listed here. These may be custom fields added to your account or fields added by a third-party integration.

Group actions

Use the group form to create, configure, or update a group.

To manage a group:

1. Go to Settings > Administration > User Management.

2. Select Groups.

3. Create a new group or select an existing group.

4. Configure the relevant group details:

   • General settings, such as group name, type, support level, company, email, related items, and assignment options.

   • Members, such as which users belong to the group.

   • Permissions, if you want Agents in the group to use group-based permissions.

5. Click Save after making changes.

Duplicate or delete a group

When viewing a group, select the 3-dot menu to duplicate or delete a group.

Rename a group

In Cloud accounts, group names cannot be edited directly after the group is created. To change a group name, duplicate the group with the new name, then delete the original group and transfer its duties to the duplicated group.

To rename a group:

1. Open the group.

2. Click Actions.

3. Click Duplicate Group.

4. Enter the new group name.

5. Click OK.

6. Open the original group.

7. Click Actions.

8. Click Delete Group.

9. Select the new group you created to transfer duties to.

10. Click OK.

Important:

This process can transfer the group’s members, permissions, service records, routing rules, and escalation rules from the original group to the new group. It does not transfer group settings from other SysAid entities, such as categories, reports, or service catalog items. Those transfers must be done manually. Historical records from the original group cannot be transferred to the new group.

Bulk actions

You can manage groups directly from the Groups list. Some actions can be applied to a single group, while others can be applied to multiple groups at once.

To manage one or more groups:

1. Go to Settings > Administration > User Management > Groups.

2. Select the checkbox next to one or more groups.

3. Use the action bar at the bottom of the page to apply the relevant action.