group manger will have access to assgin tickets to group memebers

[Gillerla Rajesh]

group manger will have access to assgin tickets to group memebers and he will also close the ticket, and also group members also assign them side full fill the tickets how to achive this,

i need to add group manger in to group or i will directly assign role to him ?

any one help me with source code /logic how to achive

[Deepak Shaerma]

Hi @Gillerla Rajesh 

To achieve the functionality where a group manager in ServiceNow has the ability to assign tickets to group members, close the tickets, and where the group members can also be assigned tasks and fulfill tickets, certain configurations and role assignments need to be made. Below are steps on how to achieve this in ServiceNow:

### 1. Define Roles:

Firstly, ensure you have clearly defined roles within ServiceNow that dictate the permissions and actions a user can perform. Common roles related to incident or ticket management include:

- itil: This role typically allows the assignment and management of tasks, incidents, changes, and problems. Users with this role can be considered as the operational team members.

- itil_admin or a custom defined manager role: This role (whether out-of-the-box or custom) would typically have higher permissions, such as overriding assignment rules, closing any ticket, and also managing users in their groups.

### 2. Group Manager Assignment:

If you prefer a hierarchical structure where the group manager oversees the group’s tickets and also manages who is assigned what, consider the following:

- Add the Manager to the Group: Yes, it would be beneficial to add the group manager to the group they are managing. This ensures they have visibility on the group’s workload and activities.

- Assign Roles Carefully: Assign the itil role to the general group members so they can work on assigned tickets. For the group manager, ensure they have the itil role for operational activities and a managerial role like itil_admin or another suitable role that provides them the additional permissions they require.

### 3. Managing Permissions:

- ACLs (Access Control Lists): You might need to customize or create new ACLs to ensure that only group managers can close tickets or perform certain actions that general group members cannot. ServiceNow’s ACL rules can restrict actions based on conditions, such as user roles.

please mark this as helpful and accepted solution if this will help you. This will help both me and the community 

Thanks & Regards

Deepak Sharma

[AndersBGS]

Hi @Gillerla Rajesh 

Just ensure that the group manger has the right rule for manging the tickets e.g. Incidents, problem, change etc. You can utilize itil.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards 

Anders