support group vs assignment group

[sheryl]

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?

[sheryl]

Sorry -- let me try to help clarify...

We implemented the CMDB first, and the consulting company we used populated the Support Group field on the CI records, and left the assignment group field blank.

When Change Requests are opened, we are taking the value from the CI table, Support Group and populating the RFC with that group name in the field labeled Assignment Group.  The field on the Change Record Form is labeled "Assignment Group", but the workflow is written to populate the field with the data for the CI in the Support Group field.

Some of the other modules - Incident, Change, etc use the terminology of Assignment Group. 

On the back side, they are all in the same group table... and I think our team is getting hung up on the terminology difference...

What data should be in the Assignment Group Field and which data should be in the Support Group field. 

Both fields reference back to the exact same place - the sys_user_group table.

I found one community article that said "pick one -- assignment group or support group, whichever makes the most sense to your company".

I think our team is trying to make them 2 separate things, and are hung up on the names of the fields.

[Goran WitchDoc]

I agree that it's really confusing. I actually never looked and saw the Assignment group field on the CIs. 

I've been looking around trying to see any other information about it, but most people seems as confused as you.

But I would reason like this:

Support Group: This is the group that supports the CI, which means that if there is e.g. an incident this is the group that should be put in Assignement group field on the incident.

Assignment Group: This is mainly just the group that the CI is assigned to. meaning that not all CIs is assigned to a specific user (Assigned to field), but has a group that it's assigned to. 

I would also say that in the majority of the cases, the group in these field would be the same thou and not sure if it's worth the effort to keep them up to date for this.

The above is still just my personal thoughts and ideas.

//Göran

[azimt]

A support group is the default group responsible for providing initial support while an assignment group can be any group (including support) to achieve desired results.

[Sigval Bergesen]

Use support group for incident handling related to this CI.

And assignment group (now labeled change group) for handling changes related to this CI.

Ref.:

https://www.youtube.com/watch?v=MECwnUCf6ac

[Fabian Kunzke]

Hi,

Don't know if i am too late, but here is my personal(!) understanding of it:

Assignment Group: The group that is assigned and as such responsible for the device/tasks/record. This can be the group working on a task, but it may also be the group "using" a device. At the end of the day those are the people i would ask "What" something is.

Support Group: The group that is supporting the device/task/record. They don't always work on/with the record, but they are knowledgable about what to do with it. If i have an issue or request for something, i go to these guys.

In the case of an incident, the group assigned to a task would be the one working on it. If i have a CI with a support group, incidents for that CI will be assigned to the support group (most likely). However, if someone needs to approve something regarding the CI, said approval should be done (at least) by the assignment group, as they are responsible here.

Now this is not the absolute truth, but my understanding of it. Still, i hope this helps.

Regards

Fabian