2 Replies Latest reply on May 4, 2011 1:40 AM by SDESK

    Linking Company and customer groups to Users

    Apprentice

      We would like to start using the company and customer groups to specify our departments & teams to help with query and report requirements.

       

      Out of the box, there does not seem to be any association between the User object (end user and analyst top level) and company or customer groups.  I noticed that there is a "Company" object under System but no "Customer". It seems that there is a number of ways to create this association and would like to know which is the recommended linking procedure:

       

      • Link the system.Group to System.User and create a filter on the object so that company groups are just displayed.  Repeat and create a filter for customer groups..
      • Link System.Company to System.User and create a filter.
      • Link System.Company.Customer to System.User
      • Link System.Group.Company and System.Group.Compnay. Customer & to System.User

       

      Can anyone clarify this?

        • 1. Re: Linking Company and customer groups to Users
          aparker Employee

          Here you go...

           

          First remember that any type of user (Analyst, End User etc.) is just a user and all of the groups are just that groups, so when you look at the relationship between them, they are all stored in the User Group table. Now for the more complicated bit. These are the best practice rules for group usage.

           

          1. Every user in the system, irrespective of what type they are should be a member of one and only one Customer group. The Customer Group is in effect the department they are linked to. It is common for people to forget to include the analysts in this. Remember that analysts can have Incidents logged in their name as well. This is quite often done in conjunction with AD containers, but can be done from other data sources.
          2. When you link a user to a group for the first time, two things will happen. Firstly, the main user to group table will be updated to show the relationship you have created and second, the users Primary Group will be set to that group. So, for example, I add Ted to the Accounts group. If you open Ted's record you will the Primary group set to Accounts.
          3. The Primary group for any user should always be a Customer Group. This is why all users should have an available Customer Group.
          4. If the user type is End User, that is all you need to make sure of. If the user that you are creating is an Analyst than they will also need to be a member of one or more Support Groups. The Support Group related specifically to the job within the system that an individual carries out. So again for example. Bill is a server specialist, so Bill will have a Customer Group of IT and a Support Group of Server Team.
          5. The Current Group value on a user record will initially get set to the same as the Primary Group and for End Users that is ok. However, for Analysts, this relates again to the job they do, so for Bill, his Current Group will be Server Team. If Bill was to be a member of the Networks Team as well, then when he changed his group in the Console or Web Desk then the system would automatically change the Current Group setting to reflect that.
          6. To create a more useful hierarchy for reporting, you can use the Company Group. In all cases the most simplistic implementation is that all of the Customer Groups only are made children of the one Company Group, however, you can use the Company Group to represent a divisional type view as well where the Customer Groups are split between various Company Groups, but not related to more than one.
          7. Don't make any users part of a Company Group.

           

          I hope that some of this makes sense! There will be others who will say that there are other things you can do and the use of groups and their relationships to users is very flexible, however, if you start from these basics, you will be putting in place the best foundation for reporting and management.

           

          Andy

          • 2. Re: Linking Company and customer groups to Users
            Apprentice

            Hi Andy,

             

            Thank you for your detailed response, this is a great help to us.  I just have 3 questions relating to your feedback:

             

            • You mentioned that users should only be made a member of one customer group (department). We have many Users whose job role is split between different departments though.  Can this be reflected in Service Desk?  Would there be adverse affects in service desk if we added them to more than one customer group?
            • Can you clarify this for me "you can use the Company Group to represent a divisional type view as well where the Customer Groups are split between various Company Groups, but not related to more than one."  Can we link a department to more than one division without any issues?
            • "Don't make any users part of a Company Group."   If we use Company group to represent our Division Hierarchy, why would we not add Users to that company group?  Again, will this cause us issues? 

             

            Again, the feedback is much appreciated.