Parent Group - What is the purpose of it?

[#1]

Can someone explain the purpose of the parent groups? I would like to setup our support function into 3 parent areas each with multiple teams within them. Each parent group has one manager and I would like them to be able to see all their teams work without adding them to the teams.

This way the manager of each child team can receive level 1 SLA escalations and then Level 2 escalations get sent to the parent manager.

Can anyone shed any light on this one?

[tombialkowski]

Taken from: Creating Groups - ServiceNow Wiki

Parent

Other group of which this group is a member. If a group has a parent, the child group inherits the roles of the parent group. The members of the child group are not members of the parent group. For example, if an incident is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available.

[Diane22]

a touch left on my appetite on this one.  I am trying to have a clear understanding of the group parent-child relationship and it's impact on:  reporting (dashboards, reports, filters), operational assignment (who can see / receive what), on call schedules. pros / cons would be fabulous.

reading too much of the child inherits the roles of the parents, and the like.  What questions would i ask myself that would allow me to make a good decision if a group should be in a parent/child relationship, what are the "costs" (limitations/ restrictions).   

I am especially toggling with the benefits - what is gained by not simply having anything support related under the one group type of IT Support.

in thinking mode and not finding documentation to feed my appetite to improve my understanding.

We already have the criteria for the group manager role and it's members.  Looking for how can i be consistent in setting up parent / child.  

thank you for your time.

[blist]

Did you ever find the answer to your question?  Looking at implementing CSM and have the same requirement

[Narendranath R1]

Apart from child group inheriting the roles from parent group, members of child group also inherit the membership of parent group. Which enables the child group members being able perform any actions that are explicitly parent group capabilities.

One example is, in our customer instance there is a security rule which allow incident write action to the members of assignment group. By definition any incident ticket assigned to parent group can only be edited by parent group members. By having child-parent hierarchy, members of child group can also edit the incident although they are not exclusive members of assignment group or assigned to.

The glideuser method isMemberOf('parent group') returns true for the members of child group. Any ACLs defined with this method will pass the ACL evaluation for members of child group too.