What is the difference between Department and Group?

[priyasunku]

Hi @Himani Gupta 

  we use the term "Group" when a ticket is assigned to a ‘Specific Group’. However, please note that the Group we refer to here is the Agent Group. "Department" is an indication about the submitter’ origin. The submitter here can be an actual end user (Requester) raising the ticket or can be an Agent submitting a ticket as the requester of the ticket.

Examples for Department like HR,IT,Finance

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[Community Alums]

Look at it this way - department is like, in a company you have IT department, HR department and Sales department. In IT you have 2 guys, in HR 2 and in Sales 2. 

So in every department you have 2 employees.

But at the other hand, from the IT dept. one of the guys is team leader (manager) and the other is not - same for HR & Sales.

But , lets say , team leads from HR & IT should be able to access some data others cannot - so we add them to a group "What IT & HR TLs can see" (for ex.).

So, in short - department is to where a employee belongs to as of business stream, while the group is to give users to this group some specific rights, which are not exactly realted to the department they are in ( like explained above - IT TL, HR TL could be in one group, HR & Sales in other, all member from IT is separate one - and every one of these groups have given rights (roles)).

Hope I explained it somehow...