Groups in TDX

Group memberships in TDX applications have significant impacts on ticket assignment workflow.

Detailed Information

About Groups & Group Membership

• A user may be a member of an unlimited number of groups, but non-client users must be assigned ONE primary group
• Membership for some groups can be based on organizational structure while membership of other groups can be based on the support structure for specific services (ie, membership across multiple organizational teams)
• Membership of some groups will be maintained through integration with LDAP
• Membership of some groups will be maintained manually in TeamDynamix by designated Group Managers
• Groups and group membership can be changed at any time
• Group members can be excluded from email notifications sent to the group (setting viewable in the People app)

About Groups & Ticketing

Tickets may be assigned to a Group and (optionally) to an Individual in that group. Behavior of ticket assignments:

• When a ticket or ticket task is assigned to a Group or to a Group + Person, the system checks the newly assigned person's groups before updating the assignment on the ticket.
• If the new person is a member of the ticket/task's current responsible group, the group assignment will stay on the ticket/task.
• If they are not a member of that group, the ticket/task will be assigned to their Primary Group as well as the individual.
• If they aren't a member of that group and also don't have a Primary Group, it will assign the ticket directly to them and remove the current ticket/task Group assignment.

Environment

• TeamDynamix