[Tips & Tricks] User Groups and its benefits in Service Desk

Users (Requesters) are the most important resource of any entity, in most situations, they will be the employees of the organization, each employee plays a different role like team lead, Manager, CEO, etc. In Service Desk, we can group requesters based on his department, site, Email id, Job title, and Name.

Based on user groups, users can be restricted to view certain service items, solutions, announcements, and request templates. Let me explain user group functionality in Service Desk with the use case.

Announcement :

Used case: A software company, needs to enforce a security policy only for the business analysts. The concern admin/manager can create a new announcement to remind users of a particular business analyst's department to check their email and submit the policy form.

Once the announcement is created all the users from the business analysts department will be notified by a particular announcement once they log in their Service Desk Self Service portal, the home page. Other users apart from this group will be restricted from this announcement.

Home tab -> My view -> Announcements.

Incident and Service template:

Use case: Let say the industry has multiple branches across the globe, their IT team offers multiple services to their employees.

The challenge is services are offered based on user designation. They can create a user group based on job titles like "manager group", "HR group" etc, now the IT admin can associate the service templates based on the user group, so only the particular group members will have access to specific service templates and other will be restricted.

Note: user group functionality in incident templates will be as same as in service templates.

Solutions

Used case: A BPO industry offers service and support for multiple products, they runs multiple support team for each product, for troubleshooting and analysis, they use the knowledge base (solutions) in ServiceDesk. The challenge is, they need to support multiple products and restrict solutions based on each product, with the help of user group, they can restrict solutions based on products.

Next - [Tips & Tricks] Field-level encryption