Perhaps this is a noob question, but in the Lab Manual, it asks frequently for you to use the button at the top (picture of two people) to change groups, but when I click it, there are no groups available in my list. I have two questions.
1.) What is the advantage of changing groups on the fly? Are you changing the group permissions, or changing the group being modified?
1. the advantage would be if someone is in multiple groups, they can toggle between those groups in order for it to update a query to show tickets assigned to that group. The permissions are typically based on roles but if you have them on groups, then yes.
2. You just have to add a particular user to multiple groups in the Administration section of the Console. Just go to Administration --> Administration --> group and select the group then choose the action to Add/Remove Users.