Grouping Work Items
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You can group work items in the Service Matrix by creating higher-level groups into which you can nest multiple Cases/Tickets.
In order to create a group, go to the Service Lines screen and then in the Case or Ticket you want to add to the group, define the name of the group:
When you switch over to the Service Matrix Screen, you will be able to see that your Cases and Tickets are now grouped. Clicking on a group tab will reveal the Cases / Tickets within that Group.