support group vs assignment group
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12-17-2018 09:57 AM
We have an internal group who is trying to define the difference between an assignment group vs a support group. Based on our implementation a year ago, some modules used Support Group, and other modules used Assignment group. A search of Google and the communities - I don't find much information. Some places it states that you should "pick" either Support Group or Assignment group... is anyone using both, and if so, how have you defined them?
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12-17-2018 10:01 AM
I have seen other using Assignment group like Helpdesk etc for first call resolution and Support group is kind of L2 or L3 for that CI.
In case helpdesk can't help them they assign it to support group.
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12-17-2018 10:03 AM
Hi,
If you are on the Task table hierarchy, it is labelled as the Assignment group (semantically A task is assigned to a group) but if you are on the CMDB tables, it is labelled as the Support Group (A CI is supported by a group and not something assigned). I think both are same but the difference is just on their usage terms.
Thanks!
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12-17-2018 10:29 AM
Yes, we are having discussions because the CI form has a field for assignment group and a separate field for support group -- so the teams believe that there is a purpose to having both fields on the form, and trying to internally determine what data should be in which field. If the CI owner is different than the group that should get an incident, which field is used for the owner or for the group that the incident team uses.
I'm curious to see if others have faced similar issues, created a new field on the CMDB form to label it with a more meaningful name for what it actually is...
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12-17-2018 10:07 AM
I'm not sure I understand the question. But for tasks, you have an assignment group. That is the group that is responsible for resolving the task. Then on e.g. CI's you can have a field Support group. That is just to know who does the support on this CI. In other words, if there is an incident on this CI, put this group as assignment group. This is one of the reason customers have functionality that when you fills in a CI on an incident, it takes the value of that CI's Support group and put that in the assignment group on the incident (task).
This is my thoughts and I hope this made it a bit clearer.
