difference between manager, incident manager and service manager of an assignmnet group

[padmaja9]

Hi Mates,

I just wanted to know the difference between similar fields avaialble on assignment group form.
could you please help me with some diffrences between manager, incident manager and service manager and help me know the hieraricy of access for these fields.

Regards,

Padmaja.

[AndersBGS]

Hi @padmaja9 ,

I have just verified in my PDI where only manager is present. I would assume that both incident manager and service manager is fields created specific on your company instance, hence we cannot comment on the exact difference besides a qualified guess. I would assume that in your company might have some documentation of the purpose of the fields.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[AndersBGS]

Hi @padmaja9 ,

if my answer has helped with your question, please mark my answer as accepted solution.

best regards

Anders 

[Amit Gujarathi]

HI @padmaja9 ,
I trust you are doing great.

1. Manager:

   • The "Manager" field typically represents the general manager or supervisor of the assignment group.
   • The manager is responsible for overseeing the overall performance and activities of the group.
   • They might have access to view and edit records within the assignment group but are not necessarily involved in handling specific incidents or tasks directly.

2. Incident Manager:

   • The "Incident Manager" field is specifically related to incident management.
   • This field designates an individual responsible for overseeing and managing incidents assigned to the assignment group.
   • The incident manager is primarily focused on the resolution and handling of incidents within the group.
   • They often have greater access rights to incidents within the group compared to the general manager.

3. Service Manager:

   • The "Service Manager" field is related to service management and is specific to IT Service Management (ITSM) processes.
   • This field designates a person responsible for managing the service delivery within the assignment group.
   • The service manager's role may involve coordinating the delivery of services, managing service level agreements (SLAs), and ensuring the overall quality of service delivery.
   • They have access to incidents, changes, and other records related to the services managed by the group.

[AndersBGS]

Hi @Amit Gujarathi ,

I guess that above is your "best guess" as you neither have these field OOTB on the sys_user_group table - correct? 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders