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 · Accepted solution]

OOB the   Module "My work" includes all tasks assigned to that person. It's dynamic. The same for "My Groups Work". You really don't have to build or do anything. There are similar lists on the ITIL home page that present dynamic lists based on the viewer.

This should prove helpful.

Service Desk

[Goran WitchDoc]

Just like chuck says.

And if you want to have a own "incident my group" you can set the filter like my "nr.1", then when it runs, it will look like nr.2.

//Göran