Problem Management Roles - How did you distribute the roles?

[Chrislgarrett9]

Hi all, I am working on getting Problem Management in use for my company. We have solid process formed but distributing roles is now in question. I cannot find any best practices for this topic. 

At prior jobs we gave all assignment groups the problem_coordinator role.

Is this a good solution? We want to make sure there is a common practice occurring and we don't want to perform too many manual tasks.

[Bhuvan · Accepted solution]

@Chrislgarrett9 

Best practices is to create groups and assign role(s) to them and map user(s) at group level. User can be part of one or more groups and will inherit the highest role provided to them based on the roles provided at group or user level.

Identify the users who would play different roles in Problem Management space and create groups for it. Add role to the group and add users to it. This will be the ideal way to provide role bases access for any modules in ServiceNow.

Below is for reference,

I hope you appreciate the efforts to provide you with detailed information. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ajay_Chavan]

@Chrislgarrett9 - we have ITSM guided setup, = https://yourinstance.service-now.com/now/nav/ui/classic/params/target/%24guided_setup.do%23%2Fconten...

there you will find configuration related to problem management and once of the sanction role, it will help you with your query

[Dr Atul G- LNG]

Hi @Chrislgarrett9 

In this case, my strong recommendation is to go to Now Create and search for the “Problem Management Process” deck.
There, you’ll find detailed information about the roles and their responsibilities within the process.

[Chrislgarrett9]

I think I should elaborate. I understand the roles that are out there for problem management. But how are you applying them? In an assignment group, in a standalone problem group, manually to each user?