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Groups — Operations (Create, Update, Delete, Members, Roles, Schedules, Contact Methods, Topics)

Overview

 

  • Purpose: Provide step-by-step instructions to manage Groups directly in the AlertOps UI, including creating and deleting Groups, maintaining membership (users and nested groups), assigning roles, managing schedules/shifts, configuring group contact methods, and associating Topics.
  • Audience: AlertOps Owner, App Admin, Group Admin, and any custom roles for Group managers who maintain on-call structures.
  • Prerequisites:
    • Entitlements:
      • Groups_Add_GlobalAccess: Create Groups
      • Groups_Update_GlobalAccess: Update and Delete all Groups
      • Groups_Update_GroupAccess: Update and Delete Groups of which individual user is already a member
      • Groups_View_GlobalAccess: View All Groups within the Environment.
      • Groups_View_GroupAccess: View Groups and members for groups they are in.
    • Roles:
      • Owner
      • App Admin
      • Group Admin
    • Outcome: Owners and Admins can confidently create a fully operational Group that can be used reliably for routing and escalation.

Feature Explanation

How Group operations fit together

In day-to-day administration, you typically:

  1. Create the Group.
  2. Add members (users and/or nested groups).
  3. Configure schedules and shifts (including overrides) so the right responders are on duty.
  4. Set role tiers (Primary/Secondary/Manager) and confirm escalation intent.
  5. Add shared contact methods (email/SMS/phone/Teams/Slack) for team-level communication.
  6. Optionally, Associate Topics for manual routing and templated messaging.

Configuration Guide

Create a Group

00:00: This article explains how to create an edit groups within the alertops platform.

00:06: You will learn the steps to add a new group and update its details.

00:10: Begin by accessing the Alertops dashboard, where you can manage your groups and schedules.

00:17: Click on the 'Groups and Schedules' section to continue.

00:21: Click the add group button to start creating a new group within the platform.

00:27: Enter the name of the group, such as 'Platform Support', to identify the group's purpose.

00:33: Click the submit button to save the new group and add it to your list of groups.

00:39: Click the 'EDIT' option next to the group you want to modify to update its details.

00:45: Click in the description field to add or change the group's description for clarity.

00:50: Click the done button, to save your changes and finalize, the group editing process.

  1. Go to Configuration > Groups & Schedules.
  2. Click Add Group (top-right).
  3. Enter a unique Group Name.
  4. (Optional) Select a Topic from the Topic
  5. (Optional) Enable Dynamic if required in your environment.
  6. Click Submit.

Expected Result

  • The Group is created and appears in the Groups & Schedules

 

How to Verify

  • Search for the Group name in Groups & Schedules and confirm you can open the Group profile.

 

Troubleshooting

  • “Group name is required”: Enter a value in Group Name.
  • You can’t see “Add Group”: You likely lack Groups_Add_GlobalAccess.

 

Delete a Group

 

00:00: This article explains how to delete a group within Alertops to manage your configurations.

00:06: You will learn the steps to locate and remove a group from your account.

00:10: Click the Configuration menu to start.

00:14: Click groups and schedules to view and manage existing groups and their Associated schedules Within alertops.

00:21: Click the group. You want to delete to open its detailed settings and options.

00:27: Click delete to remove the selected group permanently from your alert tops configuration.

  1. Go to Configuration > Groups & Schedules.
  2. In the Groups list, locate the Group.
  3. Click the Delete (trash) icon in the Group row.
  4. Click Delete to confirm.

Note: Deleting a Group is destructive. Before deleting, confirm the Group is not referenced by critical workflows or active on-call processes.

Expected Result

  • The Group is removed from the list.

 

How to Verify

  • Search for the Group name; it no longer appears.

 

Troubleshooting

  • Delete icon missing or disabled: You may not have update/delete entitlements.

 

Add Members to a Group (Users or Groups)

 

00:00: This article explains how to add users to a group within the alert tops platform.

00:06: You will learn the necessary steps to configure group membership.

00:10: Click the Configuration menu to access system settings, where group management options are located.

00:17: Click on "Groups and Schedules" to view and manage existing groups and their associated schedules.

00:24: Click the group to open its management page for editing user membership.

00:29: Click on "Add Members" to add or modify users within the selected group.

00:36: Click the user selection field, to begin adding a new user to the group.

00:41: Click the arrow right button to move forward in the group user Edition workflow.

00:47: Click the submit button to save the changes and add the user to the group.

  1. Open Configuration > Groups & Schedules.
  2. Select the Group to open its profile.
  3. Open the Members
  4. Click Add Members.
  5. Choose whether you want to add a User or a Group.
  6. Select the desired entries from the available list and use the right arrow to move them into Selected Members.
  7. Click Submit.

Expected Result

  • Selected members appear in the Group’s Members

 

How to Verify

  • Refresh the Group profile and confirm the new members are visible under Members.

 

Troubleshooting

  • Member not available to select: Confirm the user/group exists and that you have permission to view it.
  • Wrong type added: Re-run Add Members and choose User vs Group

 

Remove Members from a Group

 

00:00: This article explains how to remove members from a group within alert tops.

00:05: You will learn the steps to navigate the configuration and delete a member from a specific group.

00:11: Click the Configuration menu to start.

00:14: Click groups and schedules to view and manage existing groups and their schedules.

00:21: Click the specific group such as platform support, from which you want to remove members.

00:27: Click the delete option to remove the selected member from the group and update group membership.

Note: If a member is assigned in the Group’s Schedule, you cannot remove them from the Group. The trash icon will be grayed out. Remove the member from schedules/shifts first.

  1. Open the Group profile and go to the Members
  2. Locate the member you want to remove.
  3. Click the trash icon in the Action
  4. Confirm the removal when prompted.

Expected Result

  • The member is removed from the Group.

 

How to Verify

  • Refresh the Group profile; the member no longer appears.

 

Troubleshooting

  • Trash icon greyed out: Remove the member from any shifts/schedule assignments first, then try again.

 

Assign Member Roles (Primary, Secondary, Manager)

 

00:00: This article explains how to assign member roles within a group in alertops.

00:05: You will learn the steps to navigate and configure roles.

00:09: Click the Configuration menu to start.

00:13: Select groups and schedules to view and manage group configurations and member assignments.

00:20: Click on the group to modify its member roles and schedules.

00:24: For the needed member, select the Manager role checkbox. To select Primary and Secondary, configure the sequence/order for groups and/or users (to control escalation order) in a Shift under Schedule.

00:38: Click the schedule tab to view and adjust the group shift schedules and member roles.

00:45: Click the 'more' icon to reveal additional group schedule settings.

00:50: Select Edit Shift to modify the member roles assigned to the shift.

00:55: Click on a user to assign or change the member role within the shift.

01:00: Click primary to assign or change the primary member role within the shift.

01:06: Click the save button to confirm and apply the member role assignments for the group.

  1. Open the Group profile and go to the Members
  2. For the needed member, select the Manager role checkbox.
  3. To select Primary and Secondary, configure the sequence/order for groups and/or users (to control escalation order) in a Shift under Schedule.

Note: The Manager role can also be combined with Primary/Secondary if your escalation model requires it.

Expected Result

  • Role selections persist on the member rows and the intended escalation tiers are defined.

 

How to Verify

  • Refresh the Group profile and confirm role checkboxes remain selected.

 

Troubleshooting

  • Roles revert after refresh: You likely lack update permission for the Group.
  • Escalation order isn’t behaving as expected: Validate both (1) role tier checkboxes and (2) configured sequence/order.

 

Add Shifts and View the Group Calendar

 

00:00: This article explains how to add a shift to a group schedule Within alertops.

00:05: You will learn the step-by-step process to configure and submit a new shift for a group.

00:11: Click Configuration

00:14: Select groups and schedules to manage group configurations and schedules.

00:20: Open the desired group to modify its schedule settings.

00:24: Access the schedule tab to view and edit group shifts.

00:30: Click the plus, add shift button to begin creating a new shift.

00:36: Click the example labeled 'Rotating - Weekdays After-Hours' to use as a template.

00:42: Select and edit the name of the Shift.

00:45: Click shift, duration, to configure the link of the shift.

00:50: Click here to open the start time. Drop-down menu.

00:53: Click here to open the end time. Drop-down menu.

00:58: Select the members from the group to assign to the shift

01:02: Click the arrow right button to assign the members and proceed to the next step.

01:08: Click submit to save the new shift to the group schedule.

Note: The following is a superficial configuration introduction into Scheduling. For detailed information on Scheduling (overview, core concepts and configuration guide), refer to the Scheduling section of the documentation.

  1. Open the Group profile and go to the Schedule
  2. Click Add Shift (left side of the screen).
  3. Configure shift details (rotation, coverage window, members/roles as applicable).
  4. Save your changes.
  5. Use the view toggle on the right side of the schedule screen to switch between timeline and calendar
  6. (Optional) Configure shift overrides when you need temporary coverage changes.

Expected Result

  • The shift appears in the Group schedule and is visible in timeline and calendar views.

 

How to Verify

  • Toggle between timeline and calendar views and confirm the shift displays.

 

Troubleshooting

  • Add Shift not available: Confirm you have update permissions to manage schedules.
  • Member can’t be removed later: Ensure you remove the user from all schedule assignments before removing them from the Group.

 

Configure Group Contact Methods

 

00:00: This article explains how to configure Group contact methods Within alertops.

00:06: You will learn how to add and set up email and phone contact methods for groups.

00:11: Click the Configuration menu to start.

00:15: Click groups and schedules to manage group related, configurations and schedules.

00:21: Click on a group to view and modify support-related group settings.

00:26: Click the contact methods tab to manage the contact methods assigned to groups.

00:32: Click add method to begin. Adding a new contact method for the group.

00:37: Click select method to choose the type of contact method to add.

00:43: Click group email to select email as the contact method type.

00:48: Click enter email to input the email address for the group contact method.

00:54: Click done to save the email contact method for the group.

00:59: Click add method to add an additional contact method for the group.

01:04: Click primary phone to set phone as the contact method type.

01:09: Click done to save the phone contact method for the group.

  1. Open the Group profile and select the Contact Methods
  2. Add the desired team-level endpoints, viz.:
    1. Group Email and SMS
    2. Primary and Secondary Email
    3. Primary and Secondary Phone
  3. Save changes.

Expected Result

  • Contact methods are saved and visible under Contact Methods.

 

How to Verify

  • Refresh the Group profile and confirm the contact entries persist.

 

Associate Topics to a Group

 

00:00: This article explains how to add a topic to a group within the alert tops platform.

00:06: You will learn the steps to navigate through the interface and add a new topic to a group.

00:11: Click on Configuration to start.

00:14: Click on the groups and schedule section to view and manage your existing groups and on-call schedules.

00:22: Choose the specific on-call team group you want to modify from the list of available groups.

00:28: Select the topics tab within the group management interface to view and manage topics associated with the group.

00:36: Click the add topic button to start creating a new topic for the selected group.

00:42: Click on the input field to select and add to the group.

00:47: Click the submit button to save the new topic and Associate it with the group.

Note: Topics must already exist before you can associate them to a Group.

  1. Open the Group profile and select the Topics
  2. Click Add Topic (right side of the screen).
  3. Search for the Topic Name and select it.
  4. Click Submit.

Expected Result

  • The Topic appears in the Group’s Topics

 

How to Verify

  • Refresh the Group profile and confirm the Topic is listed.

 

Troubleshooting

  • No Topics available: Create/configure Topics first, then return to the Group.

Use Cases

Create a new on-call team Group

  • Goal: Route alerts to the correct team.
  • Setup: Create Group → Add members → Assign roles → Configure schedule/shifts.
  • Expected result: Alerts target the Group and follow schedule coverage.

Build tiered escalation with nested groups (L1 → L2)

  • Goal: Keep escalation models clean and readable.
  • Setup: Add an L2 Group as a member of an L1 Group, then use role tiers and sequencing.
  • Expected result: Escalations move predictably from L1 responders to L2 responders.

Enable rapid manual routing

  • Goal: Quickly send template manual alerts to the right team.
  • Setup: Ensure Topics exist → associate Topics to the target Group.
  • Expected result: Manual alerting flows can use Topics for consistent messaging.

Best Practices

Do:

  • Standardize Group naming (team + function + region/tier) to reduce routing mistakes.
  • Remove members from Schedule assignments before removing them from the Group.
  • Use nested groups for tiering rather than duplicating users across many Groups.

Don’t

  • Delete Groups until you’ve reviewed dependencies (routing/workflows/processes using the Group).

Related Articles

  • Groups — Overview (Concepts, and Core Components)
  • Groups — Bulk Operations (Import/Export Groups and Group Members via Spreadsheet)

Next Steps

  • If you’re planning large membership or Group structure changes, use the Bulk Operations article to export a backup or import groups in bulk and apply changes safely.