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A Workgroup is a collection of employees working together to achieve a common goal. The nature of the goal can be project-specific – for example, a team of employees collaborating on a Service Desk item – or by function, such as Telecom, Programming, etc.
Workgroup tabs
The tabs associated with Workgroup are as follows: Workers & Rates, Location Permissions, Escalation Sequence, and User Defined Fields.
Adding a Workgroup
Navigate to Main > People > Workgroups to open the Workgroups Grid. Main > People > Workgroups
To add a new Workgroup to the Grid, click the Add button immediately above the Grid.
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Optional fields include Charge Catalog, Location Permissions, and Escalation Sequences.(
Note: For more information on Escalation Sequences, see the 'Admin'.
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Of course, the key components of any Workgroup are the employees with which it is associated. To add members to the new Workgroup, use the tab labeled Workers & Rates.
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In the Add New Worker form, the User is first prompted to select a Worker from the Workers/Contacts drop-down list. The User must then define the Worker's 'Hourly Rates'. Once all defined fields have been satisfied, click Save New button at the bottom of the form. The new Worker appears on the Grid displayed in the Workers & Rates tab of the Workgroup data entry form. (
Note: All Contacts added as a Worker to a Workgroup are automatically given the 'Worker' contact type, assuming that the Contact does not already have the 'Worker' type.
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Users can add as many Workers to a Workgroup as desired.
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