Ticket Management Groups

This document defines the different types of user groups used within the Ticket Management system: Solution, Delegation, and Escalation Groups. These groups are fundamental to routing tickets, controlling visibility, and managing the ticket lifecycle.

Group Types and Descriptions

The system utilizes three distinct types of groups to manage tickets.

Group Type	Description
*Solution Group*	The primary group responsible for a ticket at any given time. It is the modern replacement for the "Qualification" concept. Every ticket is always assigned to exactly one Solution Group. Solution Groups are managed in MACMA. When a ticket is created, it is assigned to an initial Solution Group.
*Delegation Group*	Any Solution Group to which a ticket can be transferred. During ticket creation, you can specify one or more potential Delegation Groups to pre-configure the ticket’s workflow.
*Escalation Group*	A designated group that handles tickets that have been escalated. When a ticket is escalated, it becomes visible to and actionable by the members of the assigned Escalation Group.

Group Type

Description

Solution Group

The primary group responsible for a ticket at any given time. It is the modern replacement for the "Qualification" concept.

Every ticket is always assigned to exactly one Solution Group.
Solution Groups are managed in MACMA.
When a ticket is created, it is assigned to an initial Solution Group.

Delegation Group

Any Solution Group to which a ticket can be transferred. During ticket creation, you can specify one or more potential Delegation Groups to pre-configure the ticket’s workflow.

Escalation Group

A designated group that handles tickets that have been escalated. When a ticket is escalated, it becomes visible to and actionable by the members of the assigned Escalation Group.

Hierarchical Visibility for Solution Groups

Solution Groups can be organized in a hierarchy. This structure dictates which users can view which tickets. A user assigned to a group can see tickets belonging to their own group and any groups nested beneath it.

Example 1. Hierarchical Group Example

Maintainer Champion
- Maintainer Expert
  - Maintainer Beginner

A user in the Maintainer Champion group can view tickets assigned to Maintainer Champion, Maintainer Expert, and Maintainer Beginner. In contrast, a user in Maintainer Beginner can only see tickets assigned to that group.

Group Configuration and Mapping

The system determines which Escalation Group to use based on the ticket’s current Solution Group. This is configured via Escalation Mapping view. In the configuration screen, "Resolving Group" is synonymous with "Solution Group".

If a Solution Group does not have a specific Escalation Group mapped, the system will assign escalated tickets to a predefined DEFAULT_ESCALATION_GROUP.

Escalation Groups do not have hierarchical visibility. Only users who are direct members of an Escalation Group can see tickets escalated to it.