Add users to Proactive Service Experience Workflows assignment groups

Add users to Proactive Service Experience Workflows assignment groups so they have the required role and can resolve network-initiated issues at the correct escalation level.

Before you begin

Role required: admin

About this task

The Incident Escalation Policy decision table evaluates conditions such as current stage, category, and subcategory in the incident or change record and determines the next escalation stage. Add user roles to escalation stages by updating the assignment groups.

Procedure

1. Navigate to All > User Administration > Groups.
2. Select the group name.
   The assignment groups are:

   • Network Coordinators
   • L1 Network Engineering
   • L2 Network Engineering
   • L3 Network Engineering
3. In the Group Members related list, select Edit.
4. Select one or more names in the Collection list.
5. Select Add.
6. Select Save.

Result

The selected users are added to the assignment group and can resolve network-initiated issues at their escalation level.