The way I understand it the Support Group has a role on incident ownership ... Incident User Guide, pg 125-126 give you an example.
From: Rebecca Hammond <[EMAIL PROTECTED]>
Reply-To: [email protected]
To: [email protected]
Subject: Re: Support Group Role in ITSM 7
Date: Thu, 11 Jan 2007 11:27:16 -0500
>Ok, so to clarify (not enough coffee today?), the flags for Support Group
>Role don't have any functionality tied to them - it's just an informational
>field (sadly, one that only exists on a data admin page)?
>
>On Thu, 11 Jan 2007 11:26:51 -0500, Roger Justice <[EMAIL PROTECTED]> wrote:
>
> >Unless you add another field this is a training issue.
> >
> >
> >-----Original Message-----
> >From: [EMAIL PROTECTED]
> >To: [email protected]
> >Sent: Thu, 11 Jan 2007 11:19 AM
> >Subject: Re: Support Group Role in ITSM 7
> >
> >
> >Yes...but what I'm not clear on, how does the user who is reassigning the
> >request manually know if the group they're choosing is Tier 1, Tier 2...or
> >do they?
> >
> >On Thu, 11 Jan 2007 10:49:17 -0500, Roger Justice <[EMAIL PROTECTED]>
>wrote:
> >
> >>The assignment engine allows manual assignment so that what you want can
> >be done. If the assigned to group is null then the assignment engine will
> >either use the parameters given to assign it or the user saving the ticket
> >will be given an error message to assign the ticket manually.
> >>
> >>
> >>-----Original Message-----
> >>From: [EMAIL PROTECTED]
> >>To: [email protected]
> >>Sent: Thu, 11 Jan 2007 10:28 AM
> >>Subject: Support Group Role in ITSM 7
> >>
> >>
> >>Hi all,
> >>
> >>We're trying to figure out if, in ITSM 7 Service Desk (Incident), if there
> >>is any connection between Incident assignment/reassignment and
>the "Support
> >>Group Role" that a group is configured with (Help Desk, Tier 1, 2, 3).
> >>
> >>So, if a ticket is in a Tier 1 queue, can it be reassigned to a Tier 3
> >>team? Does it have to go to a Tier 2 team first?
> >>
> >>Thanks in advance!
> >>
> >>-Rebecca Hammond
> >>
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