Best practise for handling different support groups

[jbo]

We have several different support groups ie. Support, Software Development, BI etc. that each have their own assignment group when handling tickets.

Question is what the best practise is for handling their views. We have no secrets from eachother, so it's not a security question.

What I'm inclined to do (new to the platform) is to create a role for each team, and then use that role to show and hide different modules under the Incident application. This way we will of course need to manage several almost identical modules, but the default out of the box views people get will only show them tickets appropriate to their assignment group.

Is there a better way of handling this?

[Chuck Tomasi]

Hi Jeppe,

I'm going to leverage my 30+ years experience on this one...

I recommend taking the OOB approach unless these groups are supporting different lines of business (HR support, or Legal support, or something like that.)

For the moment, I'll assume you are talking about IT support groups. Stick with the standard "itil" role for these groups and allow them to see the standard itil modules (my groups work, service catalog> items, perhaps even reports.) There are a many times when a DBA needs to "reach in" to the Network queue to reassign a ticket. If they cannot see it, they cannot be effective.

Unless there are security controls that need to be in place to prevent one group from seeing the requests of another, allow your workers to be effective and the data to remain as free as possible otherwise you cause inefficiencies that slow down the process and users will not like that as a reason why their request took a week longer than it should because someone with the right role was on vacation and someone else could not get at the information to help.

[jbo]

Hi Chuck,

Thanks for your answer. We're not trying to block anything security wise, it's just a matter of presenting the view to them that's most relevant for their work. See my reply to Goran below for further elaboration.

/Jeppe

[Goran WitchDoc]

why do they have different modules? You are aware of you can make lists that uses stuff like dynamically my groups etc.?

//Göran

[jbo]

Hi Goran,

Actually I'm not aware of what you're talikng about. Could you please elaborate?

To clarify the different support groups do not have different modules now, but I'm thinking of creating them. That way when they go to say Incident -> All, they will only see the tickets assigned to their own assignment group.

What I'm basically looking for is some sort of dynamic filter, so that tickets in other groups are not normally presented to them (as I said previously there is no security issues, so if they wish to look at tickets elsewhere they're more than welcome to).