ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Technician Groups
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Technician Groups denote the classification of your help desk team, so that the incoming requests are
categorized and based on the technicians expertise, the requests are distributed.
By configuring technician groups, multiple support teams can be managed by classifying them into
individual groups with e-mail settings for each group. So when an e-mail is sent to a group mail ID,
the request is fetched and automatically sent to the group.
Say for instance, you are managing two support groups - hardware and network with the email IDs
hardware@domain.com and network@domain.com respectively. The two mail IDs are linked to a
single mail account that is fetched by ServiceDesk Plus. So on configuring the group mail IDs, e-mails
sent to hardware@domain.com are automatically assigned to the hardware group and the
conversation threads possesses the group mail ID in the address field.
Further, you can restrict technicians to view requests in their Group alone. This can be done by
creating a Role "All in group & assigned to him" and assigning this role to the technician to restrict his
view. Refer Roles to know more.
You can also enable notifications to be sent to the technicians on receiving a new request and if a
request is left unpicked. The configured groups are listed in the groups drop-down menu in the New
Request form.
To open the Group configuration page
1. Click the Admin tab in the header pane.
2. In the Users block, click the Technician Groups icon . The available technician groups
are listed. From this page you can add, edit and delete groups.
Add Group
1. Click the Add New Support Group link available at the right top corner of the Group list
page.
2. In the Add Group form, enter the group name in the Name field. This is mandatory field.
3. Select the technicians that you wish to group under this Group from the Available
Technicians list box and click >> button to move them to Technicians interested in this
Group.
4. You can choose the technicians of the Group to whom you wish to notify for a new request
creation in the Group. To do this,
1. Select the check box Send notification to Group technician(s) when a new
request is added to this Group.
2. Click Choose button. The technicians under the group is listed in a pop-up window.
3. Select the technicians to notify and click Ok.
ZOHO Corp. 405