A group is a collection of contacts that represent a specific area of responsibility within your service desk. Defining groups lets you assign responsibility for resolving a ticket when that responsibility is shared among several individuals.
For example, you can have a Dallas Human Resources group, which is responsible for dealing with personnel issues in the Dallas office of your organization. When an employee in that office has a problem, you can assign it to the Dallas Human Resources group for resolution.
You can associate request areas, locations, and a work shift with a group to determine when the contacts in the group can accept automatic assignment of a request.
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