Incidents with multiple resolver groups

[Suj]

Hi Friends,

Appreciate your comments on how could we manage incidents flowing through more than one resolver groups. Consider a scenario like below:

- An incident is created in ServiceDesk

- That should be resolved by multiple groups namely System Admin and Network Admin

We need to assign the jobs to resolver groups, some times serial jobs, some times parallel jobs. Also we need to measure the OLA performance of each group separately while measuring the ultimate SLA to the customer. I have three paths to handle this:

1. Let one incident flows though multiple groups (Not sure how parallel jobs are handled)

2. Make use of incident tasks (We make our life complicated)

3. Make use of parent child relationship in incidents (How could this be managed?)

Could you mention how you handle this type of situations in your environments.

Cheers,

Suj

[Deepak Ingale1 · Accepted solution]

Hello,

Please make sure if it is indeed an incident management or service catalog request management which requires to have "parallel" tasks created.

Even if you reassign the incident from one group to other, you can have SLA and OLA both, I am just curious to understand that part of process wherein we require to have teams to work at same time on incident. ( Parallel task scenario )

Many of the times, incident gives birth to either PROBLEM or CHANGE REQUEST or SERVICE REQUEST ( eg, laptop is broken , create incident, then create child service request for getting new laptop for caller / requester ). 

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[Suj]

Thanks Deepak. Ok, if we forget about parallel scenario, how do we accommodate OLAs to resolver groups while matching the SLA to the customer?

1. Is it essential to have separate incident task for each group which serves for this incident? (to accommodate OLA)
2. Or can we just have OLA to the group which travels the incident?
3. If yes, how do we make sure total OLA do not exceed the SLA?

Your inputs will be highly appreciated

[Deepak Ingale1]

Hello

1) It is not essential to have separate incident task for each group

2)We can have OLA to group for same incident which will get associate to incident record when assignment group changes

3) You need to configure each OLA record ( in ServiceNow, SLA and OLA are records on sla_definition table ) to have lesser duration than SLA record

https://community.servicenow.com/community?id=community_question&sys_id=418f36e9db58dbc01dcaf3231f96...

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