Automatically assigning agents to agent groups

Agents can be automatically assigned to an agent group based on the Active Directory groups or organizational units to which they belong.

If you are using this feature, a newly installed agent will automatically be assigned to an agent group based on the agent’s Active Directory criteria. If the agent’s Active Directory group or organizational unit changes later, the agent will be automatically moved to the corresponding agent group.

To automatically assign agents, you must create assignment rules based either on Active Directory groups or organizational units. Verifications will be based on the Active Directory criteria of the host, not of the connected user.

If you want agents to continue being in an agent group regardless of their Active Directory criteria, you can pin them manually to this group.

The Agent groups - Modify privilege is required to create assignment rules.