If you have adopted CSDM, how are you assigning Incidents?

[Suggy]

Today, we have Support groups defined for CI's, services and service offerings (both Business and technical).

We are using shift left approach. 

With this OOTB BR in place "Populate Assignment Group based on CI/SO", it assigns the incident to the right group based on the CI/SO's support group which by passes the Service desk who are trained/continuously getting trained on offering support for all the service offerings.

We are thinking of disabling above BR as its of no use to us. Infact, I believe every organisation will have service desk and triaging would start from them?

I am curious to hear from you all - How are you handling incident assignment considering you have:

1. service desk groups

2. Support groups populated for all offerings and CIs

3. Conflicts with above OOB BR when you have different support groups for SO and CI

[Bruno De Graeve]

There's a good reason why we provide OOB Business Rules to automate the selection of an assignment group. It's based on the principle of thinking in the CSDM. Please take a look at https://www.youtube.com/watch?v=MECwnUCf6ac how groups are defined and linked with Service Offerings.

Avoid technical depth by adapting instead of adopting.

[Suggy]

Hi @Bruno De Graeve Thanks for replying, but that reply was generic. It did not answer my question 🙂

Can you please review my question and provide your inputs based on that? I would really appreciate your help on that.

[Suggy]

Anyone??