Since Groups are used for ticket assignment, client portal visibility, workflow assignments, and other purposes,it is important to make sure that only the relevant groups are available within a ticketing application for ticket and ticket task assignment. Administrators can control this by associating groups with ticketing applications. This link can be managed from the group details page (full administrator) or from the Groups page inside a ticketing application (ticketing app administrator).
Creating or removing this link will not alter existing assignments. Similarly, workflow assignments to a group will continue to work, even if the group is no longer associated with the ticketing application.
Associating Ticketing Applications from the Group Details Page
Full administrators can manage a group's associations to all ticketing applications from the Group Details page. Follow these steps:
- Navigate to the Group Details page (TDAdmin > Users & Roles > Groups > [Group Name]).
- Select the Ticketing Applications tab.
- Select the ticketing applications that the group should be used in and click Save.
Associating Ticketing Applications from within the Ticketing Application
Ticketing application administrators (and full administrators) can manage which groups are associated with a specific ticketing application from within the ticketing application. Follow these steps:
- Navigate to the Groups page within the ticketing application (TDAdmin > Applications > [Ticketing Application] > Users & Roles > Groups).
- Click Add Group Associations.
- Choose the groups you would like to associate with the ticketing application.
- Click Save.
