ServiceDesk

We were on 7.1 and recently upgraded to 7.5.  We were not using 7.1 for ServiceDesk and I have recently been tasked to set up 7.5 for our environment.  I have read the documentation on ServiceDesk and some of the forums where everyone talks about the Group Support II.  I have no such group and can't find any documentation on making the group appear.  Does anyone have any suggestion?

In ServiceDesk 7.5 the only pre build group for support is called Support. If you need or desire a group called Support II you will simply need to create it copying the permission from the group Support.

Unlike the previous versions of ServiceDesk the 7.5 version uses Queues to assign incidents. The queues contain the different groups you want to be assigned to see the ticket. So unlike previous versions where you defined a group to handle different levels of support now you define queues and then assign users or groups to those queues.