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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.

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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.

To add a new Workgroup to the Grid, click the Add button immediately above the Grid. Image Modified

In the Workgroup data entry form, the User is prompted to define a number of fields. The Workgroup Name is the first required field.

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Note: For more information on Escalation Sequences, see the 'Admin'.

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.

To add a new Workgroup member, click the Add button immediately above the Grid displayed in the Workers & Rates tab.

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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.

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The Charge Catalog picker controls the type of Charge to be used for each Workgroup. Setting the Charge Catalog on the Workgroup allows the User to track the Labor separately based on the Workgroup.