Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSM....but sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups.
As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a pain....but then again...the users could create rules to auto-delete the ones that don't apply to them....I don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan <[email protected]> wrote: > ** > > Hi folks, > > I'm looking to get some advice on what the best practice is regarding > Remedy support groups. I have a group of 30 support staff members, who > support many different applications, and many individual modules in some > applications. They are asking that I create individual support groups for > each area of support. This would be 35 support groups. Originally, when we > built the system in 2009 (7.0.03), we had one support group for these > people, but we used the "Assign to Individual" practice, which is becoming > increasingly more difficult as the group grows and as their support model > grows. We are now at 7.6.04. > > I am looking at suggesting that we leave them in one support group, and I > would add the "Product Name" field to the assignment notification message, > allowing them to determine if the assignment is for them or not. My dilemma > is on how to convince them that this would be the best way to proceed. > > Your input on this matter would be most appreciated. > > Thank you, > > Susan Champagne > > > > **************************************************************** > The information contained in this e-mail and document(s) attached are for > the exclusive use of the addressee and may contain confidential, privileged > and non-disclosable information. If the recipient of this e-mail is not the > addressee, such recipient is strictly prohibited from reading, > photocopying, distributing or otherwise using this e-mail or its content in > any way. > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
