Assigning to Support Groups

[laison]

Hi All,

New to the community.   Please excuse my lack of knowledge on this subject, we have been using SN (Eureka) for a mere 3 months with much to learn.  

We have "Assignment Group 1," which is our desktop first level support group for a particular application.   If Assignment Group 1 is unable to resolve the issue at the first point of call,   they will typically assign the issue to a 2nd / 3rd level resolver group, depending on complexity.  

To ensure our general users do not bypass first level support and engage our experts directly,   I am seeking a solution where only members of Assignment Group 1 can assign work to the 2nd or 3rd level assignment ("resolver") groups.  

This is a common requirement for most organisations so I assume the answer is somewhere within wiki (just not easily located so far).  

Has anyone in the community already deployed a solution or similar that restricts assignment group visibility to certain users and if so,   could you please point me to the wiki article that would assist with this requirement?  

Many thanks in advance, enjoy your day!

Laison - Jacobs

[epam]

Hello Laison,

As a rule, end-users should not have ability to assign a ticket to any group (tickets could be assigned to L1 group by default, for example)

If end-users in your company are able to access "Assignment Group" field on their incidents, then you can achieve this by adding a reference qualifier for this field that would exclude all groups except L1 for end-users (by the user's role or group).

Please check these links:

http://wiki.servicenow.com/index.php?title=Reference_Qualifiers#gsc.tab=0

Advanced Reference Qualifier Using a Script Include - ServiceNow Guru

Hope that helps!

[Deepak Ingale1]

As already pointed out by epam, end users should never worry about assignment group.

I wont even expose that field to end users.

Rather, if end users are creating incidents via record producer, then you have leverage the script field of record producer and write down something like

current.assignment_group = 'sys_id of 1st level assignment group' ;

OR

current.assignment_group.setDisplayValue('DisplayValueORGroupNameGoesHere');

by putting either of the line in script section of record producer, system will take care to assign incident directly to 1st level group.

[laison]

Many thanks for the responses epam / Deepak,

My appoligies,   by general users I should have used the correct SN phrasing- ITIL users.   I would simply like to lock down 2nd level / 3rd level support groups,   so that only Level 1 support can assign work to those groups.    

Reviewing reference qualifiers as recommended (will mark as answered,   if this addresses my requirements).      

Thanks again

Laison