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.

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!

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...

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.

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.