uControlSection — Groups & Technicians
Section — Groups & Technicians
What this section captures
This section defines:
Groups — the team buckets that own tickets (e.g. Service Desk, Network & Infrastructure, Identity, Field Engineers).
Technicians — the people in each group.
Group ownership later drives the Group in Charge column on every Incident and Request category row, so the ITSM tool knows which queue a new ticket lands in.
Why it matters
Groups are referenced everywhere downstream — incidents, requests, SLAs, priority escalations, dashboards. Renaming a group post-go-live is painful, so spend a few minutes upfront agreeing names with the customer.
How to fill it in
On the Groups sub-tab, add each group with:
Name — what appears everywhere in the tool.
Description — one-line scope (“Tier 1 service desk, 24x7”).
Email — the group mailbox the ITSM tool can email when a ticket is assigned. Optional.
On the Technicians sub-tab, add each person and tick the groups they belong to. A technician can belong to more than one group.
Naming tips
Do | Name groups for the work they do (“Identity & Access”, “Network Operations”) so a new technician can guess where a ticket should go. |
|---|---|
Don’t | Name groups for the people in them (“Alice’s team”). When Alice moves on, you’re renaming queues. |
Approval implications
This section follows the standard four-state approval lifecycle: Draft (editable) → Submitted (locked, awaiting the customer’s Manager) → Manager Approved (locked, awaiting the Partner approver) → Final (fully signed off and locked). A reviewer can reject the section back to Draft, with a reason, at either approval step.
Final-locked groups can’t be renamed or deleted. Adding new technicians later is a common reason to reject this section back to Draft — consider whether the group structure is stable enough to lock before you do.