Group records

Introduced in 8.3

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 Express administrator.

Below the top pane, the following tabs are available: