While Track-It does not include a "Groups" feature as so, it is possible to create usable groups through this clever trick:
What we do is create 'technicians' without a license seat and name them for the different groups that we need. For each group this is the unassigned queue. Depending on policies you can have members of each group start working on work orders and assign it to themselves or the manager of that group can assign out the work orders. If you use the latter, make sure you set the escalation to the manager in question. That way, when work orders are created, you can create notifications to be sent to the escalation person. We also have skill routing policies setup to assign specific work orders to each unassigned queue when they are created by the mail monitor.
