Group Ticket Handling

This topic is intended for SecureChange handlers who are responsible for processing change requests.

Overview

Users who work together in a group occasionally need to take over each other's assignments. For example, when group members leave the group or go on vacation, their tasks need to be reassigned to other members. Group members also create similar requests and need to share information concerning the tickets they are processing.

Improve the Collaboration Between Group Members

These suggestions can make the workflow more efficient by improving collaboration between group members:

Configure workflows to allow requester to use group notifications.
Customize mail notifications to send mails to notification group.
Assign group-level permissions - These permissions allow group members to share ticket ownership and to handle tasks and requests as a group:
- Handling tasks as a group – Group members can quickly respond to changes in each other's workload and availability, by taking over each other's tasks as needed, without involving the administrator in the reassignment.
- Handling requests as a group:
  - Group members can view and comment on each other's requests. For example, before opening a new request, a group member can check this request already exists. Members can also share useful information by adding comments to each other's requests.
  - Group members can duplicate each other's requests. Group members can use each other's requests to create a new request with the same information as a request that was already submitted.
  - Group members can cancel other's requests

If a group contains subgroups, ticket information, mail notifications and group-level permissions will be applied to all users in the subgroups as if they were in the same group except for the following permissions (which need to be manually granted to each member of the subgroup):

Group members can perform actions on requests submitted by other members
Group members can handle tasks assigned to other members