"Universal Request" for a department with child departments

[velvet]

I have a department IT that has several departments within the IT department.  When configuring Universal Request, I have set up service sets for IT and each child department.  Since all departments are within IT, when I configured services in Universal Request, only 1 department can be configured for Incidents.  How do I set up services for the child departments so that an incident can be created automatically when an Incident is transferred to that child department?

[Prinssi]

Hi velvet,

Can you describe your business process a bit more?  Is this a process where the UR is being created first, and then transferred to an Incident?  Or is the incident being created directly (and the UR is not being interacted with directly)?

Do all of your tickets first go to a Service Desk that then routes to other groups, or is the expectation that all of these different groups are responsible for identifying and taking tasks that should belong to them?

The way we configured UR is to add the business_service field to the UR form, and set our incident transfer configuration so that when a UR is transferred to an Incident, the support group from the business service becomes the assignment group in the Incident.

When an employee calls our desk, someone from our Service Desk creates the UR.  They then provide basic support and troubleshooting.  If they are able to resolve the issue, they close the UR.  Otherwise, they transfer to an Incident, and the mapping would ensure that the proper support group receives the ticket.

[velvet]

Prinssi

We have a department IS , that have several teams/Groups.  i have setup service sets as follows:

Information Systems

Epic

Distributed

ServiceNow Support

Technology Services

Services: Incident and Requests(RITMS)

All departments has the services Incidents and Requests.

When a UR is sensitive and the department is selected from the Request Help on the portal, The UR is not getting assigned to the dpeartment.

[Prinssi]

Hi velvet,

Do you have a corresponding Mapping configuration with each of your service sets?

To set the assignment group, you would need to make sure the appropriate group is indicated in the Create UR Information template in the Mapping configuration record:

And I think you may have already done this, but for anyone else, Incident (which is already set to the IT Department Service), be sure to add the new group in Service Assignment Groups.

[Prinssi]

@velvet - did this work for you?