Table of Contents

Service Groups

Niamh Ferns Updated by Niamh Ferns

Service Groups Overview

Service groups are a collection of (you guessed it right) Service Types. Before Service Groups were introduced, filtering contacts/companies' service type access were done at the Service Type level. While this worked, managing access was too granular and specific to the Service Types.

With the introduction of Service Groups, it is now easier to understand and apply access filters for Service Types at three different levels (see: cascading override). Similar to menu groups, service groups enable you to collate Service Types into groups and apply them to at the global, account or contact level.

If applied, Service Groups will override the default filtering system.

Creating a Service Group

Selecting and Adding Multiple Service Types

Assigning a Service Group to an Account

Service Groups Use Case

You can create a service group for specific companies. You can also create a collection of service types for specific contact types. For example, you can create groups that are specific to new-hires, HRs, Billing, internal IT, and others.

Frequently Asked Questions

"We already have access filters enabled on service types, will that be overridden by Service Groups?"

Legacy Access filters will remain working together with Service Groups you will create, as long as the Default Service Group is empty. Adding Service Types to the default service group will override any existing legacy access filters on the service type items. Emptying the default Service Group will reinstate existing legacy access filters.

Tutorials

Service Types - Overview

23 STEPS

1. Open DeskDirector Admin Portal and click Portal.

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2. Click Request Types.

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3. We can categorize Request Type Items into Request Type Groups. To view these categorized groups, click Request Type Group.

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4. Click New Group to create a new group.

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5. Type the Group Name.

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6. If you want to add tags to this group, click Add Tag.

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7. Select the tag which you want to apply.

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8. Click the plus icon to add Request Type items.

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9. Click to select the Request Type Item.

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10. Click Add.

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11. Finally, click Create to save the group.

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12. To view more options, click on the three dots menu.

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13. To view more options, click on the three dots menu.

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14. Click on Groups to go back to the Request Type Groups page.

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15. If you wish to edit the default group, click Default Request Type Group.

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16. Click the Group Name textbox.

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17. Type the new Group Name.

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18. Now, you can add the Request Types. To do that, click the three dots menu.

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19. Click Add Request Types.

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20. Select the Request Type you want to add.

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21. Click Add.

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22. Click Save to save the changes.

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23. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2341705/Request-Type-Groups

Adding tag to service group

5 STEPS

1. Open Request Type Groups and select the group that you want to edit.

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2. Click Add Tag.

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3. Select the tag that you wish to add to this group.

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4. Click Save to save the changes.

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5. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2341696/Adding-tag-to-a-request-type-group

Add or delete service types to a service group

9 STEPS

1. Open Request Type Groups and select the group that you want to edit.

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2. To add a Request Type item to this group, click the three dots menu.

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3. Click Add Request Types.

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4. Click to select the Request Type item.

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5. Click Add.

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6. To delete a Request Type Item from this group, click that item.

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7. Then click Remove to remove it.

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8. Finally, click Save to save the changes.

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9. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2341697/Add-or-delete-a-request-item-to-a-request-group

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Service Types

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