Group Management

Group creation and management require Administrator permissions.

1. Go to Settings - Manage Group.
2. In the upper right corner, click on the Create New button.
3. Enter the group name.
4. If you want to exclude the group from all metric calculations (for example, if it's a test group or not related to support services, or Spam), then select the checkbox Exclude from all metric calculations.

1. Click the Save button.

Editing a Group

After creation, you immediately go to the group editing window:

1. Name - change the group name.
2. External ID - a system field that is filled during group migration from another helpdesk. Leave it empty when creating a group.
3. Schedule - you can link the group's operating mode to a specific schedule for SLA counters tracking within this schedule only.
4. OLA policy - OLA policy assigned to the group.
5. Exclude from all metric calculations - excludes all requests in the group from any analytics.
6. Deleted - indicates that the group has been deleted.