Hi All,
I am trying to find Remedy definition and functional significance of the
Support Group Roles:
Help Desk
Tier 1
Tier 2
Tier 3
Line of Business
An understanding of the rules/Workflow that ITSM uses based on group role would
helpful too.
I have not found this in any documentation, but
The only functional significance I am aware of is the Help Desk role is used
to set an Incident Owner if an owner assignment rule is not present. See
the Inc User guide in the section on Understanding incident ownership.
As far as I can tell the other roles are informational. I would be
Chuck,
That is correct from my understanding as well. Tier 1 to Tier x is a process
function and not a function of the tool. At times companies will use the
escalated designation to mean escalated to a tier 2 from a tier 1 and not
management.
I someone knows differently please enlighten me.
@ARSLIST.ORG
Subject: Re: ITSM Support Group Roles Help
**
Chuck,
That is correct from my understanding as well. Tier 1 to Tier x is a
process function and not a function of the tool. At times companies will
use the escalated designation to mean escalated to a tier 2 from a tier
1
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