👥 Managing Groups in TroubleTrakkerPRO #

The Manage Groups section in TroubleTrakkerPRO controls user permissions, administrative access, technician capabilities, notification emails, and building administrator restrictions.

Groups determine what users can view, access, modify, receive notifications for, and perform within the system.

📖 Overview #

Each user in TroubleTrakkerPRO is assigned to a Group. The Group controls:

• 🔓 Access permissions
• ⚙️ Action permissions
• 📨 Email notifications
• 🏫 Building administrator restrictions
• ⏰ Overdue ticket notifications

🧰 Default Groups #

TroubleTrakkerPRO includes several default Groups that schools may use immediately or customize as needed.

• 👤 Users
• 👨‍🔧 Technicians
• 🖥️ Technical Coordinator
• 🏛️ District Administrator
• 🏫 Building Administrator

Administrators may use the default Groups as-is, modify the default permissions, or create completely custom Groups.

🧭 Accessing Manage Groups #

From the left-side navigation menu, go to:

Manage Groups

Available options include:

• ➕ Add a New Group
• ✏️ View/Edit Groups
• ❌ Delete Groups
• 👥 Manage Users in Groups

➕ Add a New Group #

Administrators can create custom Groups with specific permissions and notification settings.

This allows districts to create role-based access tailored to their environment.

Examples may include:

• Help Desk
• Principals
• Transportation
• Facilities
• Library Staff
• Chromebook Team

🔐 Group Permission Categories #

Each Group contains several configurable permission areas:

• 🔓 Access Permissions
• ⚙️ Action Permissions
• 📧 Notification Emails
• 📨 Notification Preferences
• ⏰ Overdue Notifications
• 🏫 Building Administrator Permission

🔓 Access Permissions #

Access Permissions determine which administrative sections users in the Group can access.

📊 Advanced Reporting Options #

Allows users to customize Problem Types, Common Problems, and organization-specific reporting options.

🎨 Customize Application #

Allows users to customize the TroubleTrakkerPRO appearance, custom logos, problem report numbering, email preferences, priority settings, and problem type icons.

🏫 Manage Buildings #

Allows users to create, edit, and delete buildings and rooms, assign users to buildings, and configure technician auto-assignment rules.

👥 Manage Groups #

Allows users to create, edit, and delete Groups, move users between Groups, configure permissions, and configure notification settings.

🏢 Manage Organization #

Allows users to edit organization information, configure location settings, configure time zones, and view subscription information.

👨‍🔧 Manage Technicians #

Allows users to create technician accounts, edit technician information, delete technician accounts, and configure technician permissions.

👤 Manage Users #

Allows users to create users, edit users, delete users, and update user information.

⏰ Schedule Tasks #

Allows users to create recurring tasks that automatically generate problem reports. This is useful for preventative maintenance, scheduled inspections, and routine technology checks.

⚠️ Important Administrative Permission Behavior #

Certain permissions automatically elevate a user to full administrative visibility within TroubleTrakkerPRO.

If a Group has any one of the following permissions enabled:

• 🏫 Manage Buildings
• 👥 Manage Groups
• 👨‍🔧 Manage Technicians

then the user is considered a full Administrator within the system.

This means:

• 👀 The user will see all tickets
• 🚫 Building-based ticket restrictions will no longer apply
• 🏫 Building Administrator filtering will be bypassed

For most principals and supervisors, K12USA recommends:

• ✅ Enabling Building Administrator Permission
• ✅ Assigning users to their buildings
• ❌ Avoiding Manage Buildings, Manage Groups, and Manage Technicians unless district-wide ticket visibility is intentionally desired

⚙️ Action Permissions #

Action Permissions determine what users in the Group are allowed to do.

📝 Report a Problem #

Allows users to submit new trouble tickets into the system.

🛠️ Write Work Report #

Allows users to create work reports documenting completed work on assigned tickets.

✏️ Edit Work Report #

Allows users to modify existing work reports they previously submitted.

📨 Assign New Problem to Tech #

Allows users to assign unassigned tickets to technicians.

🔄 Reassign Problem to New Tech #

Allows users to transfer assigned tickets to another technician.

✅ Close Problem Report #

Allows users to close tickets that no longer require work.

🔓 Reopen Problem Report #

Allows users to reopen previously closed tickets.

🧾 Edit Problem Reports #

Allows users to modify existing problem reports submitted by users.

🗑️ Delete Problem Report #

Allows users to permanently delete closed tickets from the system.

📈 Create Custom Reports #

Allows users to perform custom searches, analyze technician work, generate reporting metrics, and review ticket trends.

🔒 Stay Logged On When Browser Is Closed #

Allows users to remain logged into TroubleTrakkerPRO unless they manually click Logout. This is useful when using action links from email notifications or performing repeated ticket actions throughout the day.

📧 Notification Emails #

Each Group can have customized notification email settings.

Notifications may include events such as:

• New problems reported
• Tickets assigned to technicians
• Work reports added
• Tickets closed
• Reassignment requests
• Overdue tickets

📨 Notification Preferences #

Each Group can configure:

• Email format
• Handling of unassigned tickets
• Overdue ticket notification timing

Supported email formats include:

• HTML/Text
• Text Only

⏰ Overdue Notifications #

Groups can optionally receive overdue ticket notifications.

Administrators can configure:

• Days until a ticket is considered overdue
• Timing for second notifications
• Timing for third notifications

This helps districts monitor unresolved tickets and technician response times.

🏫 Building Administrator Permission #

The Building Administrator permission restricts ticket visibility and notifications to only assigned buildings.

This permission is commonly used for:

• Principals
• Assistant Principals
• Building Supervisors
• Department Heads

When enabled:

• Users only see tickets for assigned buildings
• Notifications are restricted to assigned buildings

✏️ View/Edit Groups #

This section allows administrators to modify existing Groups, adjust permissions, configure notifications, and update overdue notification settings.

1. Navigate to Manage Groups > View/Edit Groups.
2. Select the desired Group.
3. Modify settings as needed.
4. Click Save Group Changes.

❌ Delete Groups #

Administrators can remove custom Groups that are no longer needed.

👥 Manage Users in Groups #

This section allows administrators to assign users to Groups, remove users from Groups, and move users between Groups.

Users can only access the system if they belong to a valid Group with appropriate permissions.

📥 Bulk Importing Users #

K12USA can bulk import users into TroubleTrakkerPRO. This is commonly used during initial setup, new school year onboarding, or large district migrations.

Required fields:

• First Name
• Last Name
• Email Address
• Username
• Temporary Password
• Group Name

Examples of Group Names may include:

• Users
• Technicians
• District Administrator
• Building Administrator

👤 User Management Notes #

• Administrators can move users between Groups at any time.
• Administrators can remove users from Groups.
• If a user is not assigned to a Group, they cannot log in to the system.
• Users displaying a “-” in the Group column are inactive because no Group is assigned.

⚠️ Important Technician Account Notes #

Technicians who have written work reports should not be deleted from the system.

Instead, K12USA recommends removing the technician from their Group.

This prevents future logins, system access, and permissions while preserving historical ticket records.

🔄 Additional Auto-Assign Cleanup #

If the technician is configured within Manage Buildings > Auto Assign Problems to Techs, administrators should also remove any auto-assignment rules associated with that technician before removing them from their Group.

At this time, the system does not automatically remove auto-assignment rules when a technician is deactivated.

✅ Best Practices #

• ✅ Use Groups to simplify permission management.
• ✅ Keep technician permissions separated from administrative permissions.
• ✅ Use Building Administrator permissions for principals and supervisors.
• ✅ Avoid giving Manage Technicians permission to Building Administrators unless full ticket visibility is desired.
• ✅ Use custom Groups for specialized departments.
• ✅ Remove technicians from Groups instead of deleting them.
• ✅ Review notification settings carefully when creating new Groups.

🆘 Need Help? #

If you need assistance configuring Groups, permissions, notifications, Building Administrator access, user imports, or technician permissions, please contact the K12USA support team.

📧 support@k12usa.com
📞 877-225-0100