Group records

You can arrange Person records in groups for various purposes. This can be done for both technicians and non-technicians. For example, you can group technicians dealing with user requests and technicians handling internal problems. You can also create groups for non-technicians (e.g. customers). For example, you can group internal customers by departments and external customers by companies.

There are two kinds of Group records. The first is for technicians only. A Group record of this kind describes one particular group of technicians with a manager. The benefit of arranging technicians in such groups is that you can assign each Ticket to a Group and the group’s manager will re-assign the Ticket to a particular technician within the Group.

The second kind of Group records can include all Persons - technicians and non-technicians alike. Groups of this kind give you more freedom. You can group Persons by various characteristics, depending on your needs.

NOTE: A Person (technician or non-technician) can be a member of several groups simultaneously.

A Group record displays the top pane and a number of tabs. The top pane displays the name, auto-generated ID of the Group and its status. The list of possible Group statuses is defined by your Alloy Navigator administrator.

Below the top pane, the following tabs are available: