What are Requester Groups?

Requester groups helps to categorise the requesters within your service desk based on profile attributes, department affiliation, or existing user groups of the requesters depending upon your organisation needs. This article explains how you can easily create and configure requester groups, add requesters to specific groups, which will eventually ease the ticket management within your service desk.

How to create a Requester Group?

Follow the steps below to create a new requester group,

1. Navigate to Main Menu > Manage > Requester Groups.

2. Click on the + Button.
3. The Add Requester Group Right Panel will appear, allowing you to input the necessary details for the new group.

4. Provide the following details in the right panel,

• Requester Group Name (mandatory)
• Description (optional): Provide a brief description that outlines the details of the requester group.
• Auto add requesters from these domains: Enter the domain from which the requesters can be added automatically. Multiple domains can be added separately using commas.
• Requester Group Fields: Custom fields configured for the requester groups will be available in this section, capturing the necessary information based on the requirement of the group.

5. Click on Save button to create the requester group.

6. Once saved, you will be directed to the Requester Group Details page. Here, you can add the list of requesters associated with this group. 

Requester Group Details Page

Group Members

• You can also add requesters to a requester group by clicking on the +button next to the Group Members title.
• This will open up a modal window where you can search and add requesters to the group.
• View All Tickets:
  • Enable this toggle for a requester if the requesters should be able to view all the tickets raised by other requesters within their requester group.
  • By default, the requesters will be able to view only the incidents and service requests created by them under All Tickets in the Support Portal.

Requester Group Information

• All relevant information associated with the requester group will be displayed in the right panel section on the Requester Group Details page.

• This includes the Group name, Description, and any custom requester group fields configured.

Actions in Requester Group Detail page

• Click on Edit to edit the details of the Requester Group
• Click on More Actions > Delete Group to delete the Requester Group