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Teams

Teams organize agents into functional groups that determine ticket routing, queue visibility, and workload distribution. Every agent must belong to at least one team, and their default team controls which ticket queue they see when they open the platform.

Navigation

Configuration > Teams & Agents > Teams on the GRC-ITSM website navigation.

Overview

Teams overview showing configured teams, departments, and organizations

Teams are organized within departments, forming a hierarchy: Department > Team > Agent. Each team has a sequence number that controls its display order, a department assignment, and an associated organization.

Pre-Configured Teams

The GRC-ITSM platform comes with teams structured across three departments, covering both ITSM operations and GRC-specific functions:

Operations and Delivery

Team Purpose
1st Line Support Front-line triage and initial response for incoming tickets
2nd Line Support Escalation point for tickets requiring deeper investigation or specialized skills
3rd Line Support Advanced escalation for complex issues requiring senior technical expertise
Project Management Manages planned project work, milestones, and cross-team coordination

These teams follow the standard ITSM tiered support model. Tickets flow from 1st Line through to 3rd Line based on complexity and required expertise, while Project Management handles structured multi-step work tracked through projects.

Security

Team Purpose
Continuous Monitoring Handles the recurring ConMon cycle: vulnerability review, deviation processing, flaw remediation tracking, and monthly/quarterly/annual reporting
Governance, Risk and Compliance Manages compliance activities: security assessments, policy and documentation maintenance, access reviews, audit preparation, and control oversight

These two teams allow the organization to separate ConMon operational work from broader GRC activities. An agent can be on one or both depending on their responsibilities, and agent roles can be configured to scope visibility accordingly (e.g., an engineer on the ConMon team sees ConMon tickets but not necessarily the full GRC workload).

Technology

Team Purpose
Engineering Handles system changes, configuration, deployments, maintenance, and technical implementation work

How Teams Are Used

Teams serve several functions across the platform:

Function How Teams Are Involved
Ticket routing Ticket rules auto-assign tickets to teams based on criteria like category, ticket type, or source
Queue visibility Agents see tickets assigned to their teams in the Service Desk and My Work areas
Default assignment Ticket types and scheduled tickets can default to a specific team
Workload management Team-level views in the Service Desk show ticket distribution, SLA status, and unassigned work
Access scoping Agent permissions can be scoped by team membership, controlling which tickets and areas an agent can see

Creating a Team

  1. Navigate to Configuration > Teams & Agents > Teams
  2. Click New

  3. Configure the team:

    Field Purpose
    Name Display name for the team
    Sequence Controls display order in lists and dropdowns (lower numbers appear first)
    Department The parent department this team belongs to
    Active Whether the team is currently active and available for assignment

  4. Save the team

  5. Add agents to the team via the agent's Departments & Teams configuration

Customizing the Team Structure

The pre-configured teams cover common GRC-ITSM workflows, but the structure can be customized to match how the organization operates. Teams can be added, renamed, resequenced, or deactivated as needed.

Common customizations include:

  • Adding specialized teams for specific compliance programs (e.g., a dedicated FedRAMP team separate from CMMC)
  • Splitting engineering into sub-teams by domain (infrastructure, application, cloud)
  • Adding a dedicated incident response team for organizations with a formal IRT structure
  • Creating a training or onboarding team for managing personnel security activities