We currently have a centralized Tier 2 Remote Support setup in ServiceNow with one global assignment group. All incidents are assigned into the same support queue, while technicians work with filters/views based on region, skills, and products.
The operational issue is:
If a ticket is logically associated with one region, but nobody from that region can take ownership, there is no clear escalation or ownership mechanism to ensure another technician actively picks up the ticket.
Since all technicians already see all tickets, the problem is visibility, but also:
- ownership,
- escalation handling,
- SLA accountability,
- and queue responsibility.
Additionally, we would like to understand best practices for:
- splitting/filtering the incident view by region while still using one single centralized support queue,
- creating regional technician views,
- handling workload visibility,
- and implementing cross-region escalation/fallback mechanisms if one region cannot process the ticket.
How is this typically implemented in ServiceNow ITSM/FSM environments?
