How to identify the support group type (e.g. 1st Line, 2nd Line, 3rd Line Support)?

SB87
Tera Expert

‎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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Swapna Abburi
Mega Sage
Mega Sage

‎09-05-2023 03:31 AM

@SB87 

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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Maik Skoddow
Tera Patron
Tera Patron

‎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

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