How groups can be used within the CSDM model

[Sidd5]

For task assignment to an assignment group, what are all the possible options  the following tables:

cmdb_service base table

Contract - contract_rel_group (Groups Covered)

Service - cmdb_rel_group (Group Relationships)

Service Offering - service_subscribe_sys_user_grp (Subscribed by Group)

• Want to know if the individual tables can be used for any task (incident/Case/Request) assignment or not.
• Even if these tables are not related to task assignments, then purpose of these tables.

[Barry Kant]

Good day Sidd5,

Tables	Prupose
cmdb_ci_service	Legacy table, not used anymore ( --> cmdb_ci_service_business and cmdb_ci_service_technical)
contract_rel_group	I am not familiar with this table. Potentially this can be used (I am not sure about a use case for this)
cmdb_rel_group	This is also a legacy table. Can be used, but a new version it the cmdb_rel_team table. This potentially can be used for assignment, however there is no ootb logic for this to my knowledge.
service_subscribe_sys_user_grp	This is a subscription table, which is used for managing Consumption, not for assignment

will this help?

BR,

Barry

[EricDohr]

To answer your first question, hypothetically, yes, any of the tables can be used to route assignments through methods such as business rules and flow designers (and other mechanisms).   The biggest question is how the records are maintained, who is accountable for data quality, and more. 

I would not recommend service_subscribe_sys_user_grp.  I agree with @Barry Kant's comments above.

Note, if you are looking at a quick win for Technical Service management and underlying CIs, if you have Offerings and Dynamic CI groups correlating to those offerings, you can pass down group information from the offering to the Dynamic CI group then Dynamic CI Group CIs contained.  This is a really quick win to keep CIs updated from a group standpoint, especially through Discovery, via the Manages::Managed By relationship.  

An example of this is with Personal Computers (Technical Service), you could have offerings for each location.  The offering of Personal Computers – Milwaukee has a Dynamic CI group of Milwaukee Windows machines.  Therefore, you could pass down the support group information to help to the route of incidents to the local desktop team when that computer CI is used. 

Example solutions

Script or Flow Designer

• Logic that sets a trigger (such as onChange of CI) that references the CI record and sets the value of assignment_group to support_group of that referenced CI
• The important thing here is that groups know that this field is imperative on a CI record to be populated as it is used for this purpose

Define assignment rules for incidents

https://docs.servicenow.com/en-US/bundle/tokyo-it-service-management/page/product/incident-managemen...