Objective
Assignment Groups define who receives case assignments, and are used when a case is assigned to more than one user. They can be configured using permission groups, roles (system roles like "assignee" or "creator"), or specific users.
Let’s look at an example of the use of Assignment Groups. A workflow contains an action called General Inquiry that routes cases to a team of agents. All of the agents are assigned to the case, any agent can then take action on it.
In this exercise, you will create two assignment groups and assign them to the permission groups of the same name.
Create an Assignment Group called Inquiry Managers and assign it to the Inquiry Managers Permission group.
From the Users menu, select Assignment Groups.
Select Add New.
Enter the following information:
Repeat this step to add one more assignment group with the name Inquiry Admins. Assign this group to the Inquiry Admins permission group.
Notification Groups are used to manage the recipients of email notifications sent by an action. Once you have created a notification group, you can add it to workflow actions. This is allows us to have very complex workflows that send notifications from many different locations, including action, scheduled tasks, or scripts.
Notification Groups can be configured to include individual users, case team roles, project roles, or departments. In addition, a set of predefined system users can be assigned to Notification Groups. Examples of system users include Case Creator, Assignee, All Assignees of Case, or Action Performer.
As an example, let’s say that we have a workflow in which the final payout of a bonus needs approval by the Finance department; however, we also want to send an email to the manager of the compensation team one the payout is approved. We can create a Notification Group called Compensation Manager that receives an email when the Approve action is completed. The Notification Group would include the individual who fills the role of Compensation Manager.
The Inquiries workflow will send notifications to four sets of users: everyone assigned to a case, the case assignee, the case creator, and the department manager. In this exercise, you will create four Notification Groups and add system users to them.
Create a Notification Group called All Assignees of Case. Assign the group to the system role of the same name.
From the Users menu, select Notification Groups.
Select Add New.
Enter the name: Current Assignees.
Set the System User to All Assignees of Case.
Select Save.
Repeat Step 1 to create Notification Groups with the following names and system users:
| Name | System User | Department |
|---|---|---|
| Current Assignees | All Assignees of Case | |
| Case Creator | Case Creator | |
| Manager | Management |