Managing Groups

When you create an incident in SOTI Assist, you specify a group this incident will belong to (see Creating an Incident). Groups enable your organization to segregate incidents by customer team/group. This simplifies Help Desk workflows, prevents cross-organization data exposure, as well as supports better incident reporting and resolution by dedicated groups/teams.

Off-the-shelf, your SOTI Assist implementation features a single default group, called Default. An upgrade to SOTI Assist 3.0 adds all existing tickets to the Default group. The Default group can be neither disabled nor deleted.

You can: