Building Blocks
Workgroups
Teams jointly responsible for executing tasks and tickets — assigned manually or automatically derived from organization, location or classification.
Updated Jan 23, 2026
Configuration · Building Blocks · 3.7
A workgroup is a team jointly responsible for picking up a task or ticket. Workgroups can be assigned manually, but the real win is automatic routing: based on organization, location or classification, Gfacility knows immediately which team owns a ticket.
Why this matters to the business
"Reception assigns every ticket manually"
Auto-routing on classification takes that job away — reception can focus on visitors.
"Tickets sit because ownership is unclear"
Workgroup = collective ownership — at least one team member picks it up.
"External suppliers in the flow too"
A workgroup can include external users — they only see what's assigned to them.
"Routing differs by location"
Incidents at Head office go to one team, at South Region to another — automatically.
Workgroup ≠ Group
One of the most common confusions:
Workgroup
Who picks it up? Operational execution. Tickets and tasks are assigned to workgroups.
Group
What can someone do? Authorisation. Privileges and view rights hang off groups.
A user is usually in one workgroup (execution) but in multiple groups (rights). Workgroup and group remain separate axes.
Auto-routing: three derivation sources
To link a workgroup automatically, add it as a member to one of the following objects:
Organization
Tickets from a specific department/region go automatically to that organization's workgroup.
Location
Incidents in building X → workgroup linked to location X. Possible per building or per floor.
Classification
Hardware tickets to the IT-Hardware team, cleaning tickets to the Facility team. The strongest mechanism.
Which decisions will you make?
Which workgroups do you have?
IT, Facility, Catering, Cleaning, Reception, Emergency response, etc. One per discipline.
Which derivation source for which type?
Tickets usually by classification. Bookings usually by location. Visitors usually by organization.
Primary vs secondary workgroup?
A ticket has one primary; secondary is for visibility (e.g. building manager).
External suppliers in a workgroup?
Yes, provided they exist as external users and sit under an external group with limited rights.