Currently we have a Level one (Tech) and level two (network admin) setup for our web support help desk. We are adding a new support group/techs to manage our first call (PDS) on the help desk. We are looking for an option to move the management of the groups to have the PDS group be level one, Tech to be Level 2 and Network Admin be level 3. Is this a full manual process or can something be completed in the back of the database to make this change?
In other words, all current level 2 moved to level 3, current level 1 moved to level 2 and then we add the new level 1.