Teams are groups of users organized by location, areas of expertise, or other criteria to facilitate efficient workflows and improve team performance. For example, network experts can be grouped into a "Network" team, allowing all network-related tickets to be routed directly to the team inbox.
Permissions
The following permissions will allow users to perform the following actions:
Manage Teams: Allows users to view, create, edit, assign members to, and delete Teams. This enables the bulk actions Set Team and Remove from a Team. (Additional required permissions: View Teams List and Details).
View Teams List and Details: Reveals the Teams page under Admin on the left-hand nav.
Teams List Overview
Teams are organized on the Teams list page by three columns: Team Name, Total User Count, and Created By. All columns can be sorted in ascending or descending order.
Clicking a result in the Total User Count column opens the Users page, filtered by that Team name.
The New User button on the Users page generally adds a new user to the system, not specifically to the Team.
Creating Teams
Users with the appropriate permissions can create teams in Incident IQ.
Manually
Navigate to Administration > Teams.
In the upper right corner of the Teams list, select + New Team.
Enter the Team Name, add a description, and click Save Team.
SSO Integration
Teams can automatically be created via SSO integrations with group-to-team mapping.
Admins can allocate specific permissions to Teams created via SSO integration.
If a user is manually added or removed from an SSO-created Team, their permissions are updated accordingly.
If a user is added or removed from the distribution group, they are automatically added or removed from the Team at the next sync from the integration.
Adding and Removing Users from Teams
You cannot add or remove a user from a team created through a Single Sign-On (SSO) integration.
Manual
Direct Add: Go to the Users tab and click Edit Users. Search for and select users. The Search field can bulk-add users; paste a list (up to 100 users) into the Search field.
Bulk Action: Select the checkboxes across users, then select Set Team or Remove from a Team. Select a Team from the drop-down and click Update Users to save.
Teams created through SSO integration are not visible in the manual change dropdown list and are set to read-only. A blue message will indicate that these teams, created by your SSO integration, are read-only and cannot be managed from the dropdown list.
The same bulk actions can be used to Set Team or Remove from a Team from any User view.
The History tab shows the date, time, and detailed changes made to the Team record.
Rules Engine
Use the User Rules Engine to add or remove users.
Available rule actions for triggers (created, updated, or on a schedule):
Add to team
Add to team (by location)
Remove from all teams
Remove from team
Rule actions do not change your SSO Group-to-Team mapping.
Be cautious, as permissions policies may be related to Teams.
You can establish team membership rules based on user attributes, such as school location. For instance, automatically add 'traveling' techs to the appropriate team when their location changes.
When using the 'Add to team' action, all teams will appear in the drop-down list, but SSO group-to-team mappings will be disregarded (any teams created or updated within the app will not be considered).
Editing/Deleting Teams
SSO-created teams: Cannot be edited or removed by the user. The team is "locked" (read-only), and a message will state that the team is managed outside of Incident IQ.
When attempting to edit fields, the message "This team was created by an app. You may not edit or remove it" is displayed.
If you manually create the team, you can edit its details or delete it.
If a manual Team is used in one or more Rules, an Admin will receive an error when attempting to Delete it, explaining the conflict.
Filtering by Teams
A filter is available in all Incident IQ modules to locate orphaned tickets not assigned to an agent or team.
Ticket Grid
To apply: Choose "Filter," search "Team," and select "Not Assigned".
If a team is removed from an existing ticket, those tickets will not display when the Team > Not Assigned filter is applied.
Ticket Rules
To apply (available for all triggers): Choose "Add Filter," select "Team," and choose "Unassigned".
