2 support groups

Aybars_Kutluturk

Aybars_Kutluturk Member IT Monkey ✭

June 2017 in Service Manager

We have 2 different support groups and users are opening their requests that related groups.One support groups responsible person quit the job and we want other support groups personnel can see other support groups requests.Namely we want to have 2 supports but 2 suppor groups request can be seen and solved with same group of analyists.

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Answers

Peter_Settle Customer Advanced IT Monkey ✭✭✭

June 2017

Would it not be easier to give the other support group access to the view for that group.
You don't need to make them users of the group, just provide them with the view. in navigation settings.

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Peter_Settle Customer Advanced IT Monkey ✭✭✭

June 2017

Thinking about it you could also create a view with both groups work in and provide that to the team to work from.

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Aybars_Kutluturk Member IT Monkey ✭

June 2017

Hi Peter
Thanks for your answer. I don't want any view. I only want to see second groups tickets in my team work area.

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Peter_Settle Customer Advanced IT Monkey ✭✭✭

June 2017

We do have a Tier 2 support person who is also accessing the Tier 1 pool. We have achieved this by adding him to the Tier 1 AD Group.
He now sees both teams in his team work view.

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