Hello ARSList!
I work for a company that has several companies it owns which in turn own many
companies themselves which translates to several hundred companies around the
globe.
Think of the company structure as:
Main Company
Sub Company 1
Sub-1 Company 1
Sub-1 Company 2
Sub-1 Company 3
Sub-1 Company 4
Sub-1 Company 5
Sub Company 2
Sub-2 Company 1
Sub-2 Company 2
Sub-2 Company 3
Our local IT support often handles support for multiple companies, typically
under the same sub parent company though sometimes they can handle multiple sub
parent companies at the 1 or several sites throughout a city. So for years we
have operated under a model where our local support group policy has been 1
group per city per company.
This has served us well up until more recently. Now we have several local IT
support teams that are providing support for larger sub parent companies and
they are now supporting multiple cities which has led them to be a member of
50+ support groups. This is creating a performance issues when loading &
refreshing their Incident Management Console.
Our other challenge is we have one helpdesk that relies heavily on the custom
assignment rules to be able to send tickets to the correct location's local
support when they need to escalate an incident to a field tech.
So we have been considering different methods to structure these groups in a
way that we can minimize the number of groups they belong to, to increase
performance, but we keep running into the challenge of those assignment rules
becoming complex and hard to manage.
We just upgraded, a couple weeks ago, from 8.1.00 to 9.1.04 and I've just
become aware of the Parent Groups and it seems that might be a good approach
but I don't know how well it will work in practical application especially with
the note I saw in the documentation: "Hierarchical group relationships are used
for permissions management only, and are not recognized when sending
notifications by group."
Does anyone have any recommended methods of handling this type of a structure?
Does anyone have any use cases they've encountered throughout their careers
that we might be able to apply to our scenario?
Thanks!
Levi
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