How to identify the support group type (e.g. 1st Line, 2nd Line, 3rd Line Support)?
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09-05-2023 02:21 AM - edited 09-05-2023 02:21 AM
Hi,
I have the following business requirement:
To identify whether the support group working on a ticket is 1st, 2nd, or 3rd line support.
I've looked at the [sys_user_group] table but nothing obvious stood out to me. Is there a field or way this can be identified or would the only approach be to set the level in the group Name field? e.g. "Network L3"
Many thanks,
Sal
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09-05-2023 03:31 AM
Similar requirement we end up creating a custom field to manage Support Level of the group. I think there is no OOTB field on group table
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09-05-2023 03:31 AM
Hi @SB87
If I were you, I would use the "Type" field to map such a requirement. ServiceNow itself uses this field in various products to mark groups with a special capability.
Maik