Group Roles  

Group roles are support group-specific roles that can be used in SLA escalation notifications, support group notifications, request life cycles, custom triggers, backup technician assignments, dashboards(share dashboards), and approvals.
To create a new group role,

• Go to Admin > Users > Group Roles.
• Click New.
• Enter a Name and a Description.

• Click Save or Save and Add New.  


Associating Support group and technicians  

Once you have created a Group Role, you can associate a technician & support group by clicking the drop-down beside the name of the Group Role in the list view.

• Click Associate Technician and select a support group and a technician.
• Click Associate.

• From the drop-down, you can also disassociate associations.
• Click on support groups under the Associated Support group column, you will get a new pop-up.
• In the pop-up you can select the support groups you want to remove and click Disassociate.

• If there are any unassociated support groups, they will be shown under View unassociated support groups. You can associate support groups from there as well.

 
Note: You can associate multiple support groups and technicians to a group role, however only one technician can be associated with a single support group.