Recommended Structure of Groups

For the Team Administration to work correctly, we recommend using the following group structure to assign SLAs to clients.

Let us have an SD service that is used by the client's requesters to create new requests, e.g. "Technical Support". Technical Support service may include e.g. the SLAs "Free Technical Support", "Paid Technical Support", and "Premium Technical Support".

There are 3 user groups: "TS Free", "TP Paid", and "TP Premium". These groups are using the corresponding SLAs assigned to them.

For example, the client "Acme Corp." orders paid technical support for common requests and premium technical support for critical events. We will therefore create 2 more groups for this client. The group "Acme – Paid TS" will be a member of the group "TS Paid", and the group "Acme – Premium TS" will be a member of the group "TS Premium".

The manager of this account will be included in both of these groups, i.e. "Acme – Paid TS" and "Acme – Premium TS". When editing the permissions for his/her junior employees, the manager will be able to see exactly these 2 groups and assign users to these 2 groups based on their SLA.

Therefore, groups for clients have no direct SLA assigned to the service; instead they are members of other groups. This creates 2 group levels: the first group level describes the SLAs used for a service, while the other level includes clients' requesters.

The Create User and Edit User pages show the permissions of the group where the manager is a direct member, if the group does not involve the membership in any system group and, at the same time, the group involves an SLA.

Creating New Clients in SD

1. Create user groups for the individual services and the SLA provided to the client and include them in the groups of SLAs that you are providing. (refer to Recommended structure of groups in SD)
2. Create a user that represents the client's manager. Fill in all required fields, especially Name, Username, Email, and Organization.
3. Assign this user to all groups created for this client.
4. If the client's manager wants to perform the administration of requesters, include him/her in the "Team Managers" group.
5. If you are creating all other client's requesters too, create users for them, fill in all required fields, especially Name, Email, and Organization. Do not forget to assign the client's manager as the Manager for the new users. Assign the users to groups as required by the client.

Deleting Clients

1. Delete all client groups from the SLA groups (see "Recommended structure of groups in SD")
2. Block or delete the client's users.

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