Assigning to Any Assignment Group Member

[Blue]

Hello, I am curious. Do you limit ITIL user to only be able to assign to assignment groups but not a member of that group or do you allow an ITIL user the ability to assign to assignment group members directly?

[Omkar Mone]

In ServiceNow, it's common to limit ITIL users to assign tasks to assignment groups rather than directly to individual group members. This approach helps maintain better control over task allocation, ensuring that the group manages the work distribution among its members.

However, depending on the client's needs, you can allow ITIL users to assign tasks directly to specific individuals within an assignment group. This can be done by adjusting user roles and access controls (ACLs) accordingly.

A middle ground can also be implemented, where certain roles or permissions dictate whether a user can assign directly to individuals or only to groups. It depends on the level of control and flexibility you want to enforce.

[Blue]

What is OOB setting? If it is to allow anyone to assign to a specific individual I assume ServiceNow made that decision for a reason. I mean they could have defaulted it the other way.

[Omkar Mone]

The Out-of-the-Box (OOB) design allows flexibility, enabling users to assign tasks either to an assignment group or directly to an individual. It doesn't impose a specific process by default, as different organizations have varying workflows. Some may prefer direct assignment to individuals for efficiency, while others may opt for a more structured approach where tasks are assigned to groups, with the group manager handling the distribution of work.

Hope this clarifies.

[Juhi Poddar]

In ServiceNow, the ability of an ITIL user to assign incidents or tasks to assignment groups or individual users depends on the permissions and roles configured by the system administrator. Out of the box, ITIL users typically have the following permissions:

Assign to Assignment Groups: ITIL users are generally able to assign incidents or tasks to any assignment group in the system, even if they are not members of that group. This is controlled through ACLs (Access Control Lists) and role-based permissions.

Assign to Individual Users: ITIL users can also assign incidents or tasks to individual users, but this typically requires that the user being assigned is a member of an assignment group, or otherwise eligible to be assigned to incidents or tasks (like having the itil or similar roles). Again, this is subject to ACL rules and configurations set by the admin.

Administrators can configure whether users can assign incidents or tasks to individual users not belonging to the same assignment group.

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Thank You

Juhi Poddar