Require more detailed information about "Support Group Role" options Help Desk, Tier 1,Tier 2,Tier 3,Line Of Business

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    PRODUCT:

    Remedy Service Desk Application


    APPLIES TO:

    BMC Remedy Service Desk Application



    PROBLEM:

     

      Require more detailed information about "Support Group Role" options Help Desk, Tier 1,Tier 2,Tier 3,Line Of Business 

     


    SOLUTION:

     

    Legacy ID:KA342987

      
       

    Understanding Support Group Roles

       

     

       
         

       

       
          
      • Help Desk

         

         

      •   
      • Tier 1

         

         

      •   
      • Tier 2

         

         

      •   
      • Tier 3

         

         

      •   
      • Line Of Business

         

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      Incident ownership is set when the incident is submitted. The incident owner depends on the support group membership of the person submitting the incident, as well as the support group being assigned the incident.

         

       

         

      For example, consider the following three support groups:

         

      * Support Group A has a support group role of Help Desk. Person A is in Support Group A.

         

      * Support Group B does not have a support group role of Help Desk; for example, it might have a support group role of Tier 2. Person B is in Support Group B.

         

      * Support Group C does not have a support group role of Help Desk; for example, it might have a support group role of Tier 3. Based on these support groups, the following example events show how the incident owner is set:

         

      * Person A submits an incident. Because Person A is a member of a support group with the role of Help Desk, ownership of the incident is set to Support Group A, regardless of who is assigned this incident.

         

      * Person B submits an incident and assigns it to Support Group A.Ownership of the incident is set to Support Group A because the group has the role of Help Desk.

         

      * Person B submits another incident, and assigns the incident to Support Group C. Support Group B becomes the owner, because Person B is the submitter.

         

       

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          

      Support Group Roles workflow example:

      Roles

      Group

       

       

      Help Desk

      A

      Tier 1

      B

      Tier 1

      C

      Tier 2

      Tier 3

      Line of Business

      Submit Ticket

      Assign

      Owner

      Help Desk

      Tier 1

      Help Desk

      Role

      A

      B

      A

      Group

      Tier 1

      Help Desk

      Help Desk

      Role

      B

      A

      A

      Group

      Tier 1

      Tier 1

      Tier 1

      Role

      C

      B

      B

      Group

      * Workflow is only initiated if there is NO record in the assignment routing order of the assignment engine for "Owner"

         

       

         

       

         

       

         

       

         

      Definitions

         

       

         

      Tier 1

         

      support is part of the Service Desk. They are the primary contacts for all customers and are responsible for coordinating their resolution. Typically, tier 1 incident assignees are also the incident owners.

         

      Tier 2 and higher

         

      Tier 2 and higher support are considered subject matter experts. Their main responsibility is to provide an accurate analysis and diagnosis of their assigned incidents to restore service to the affectedcustomers.

         

       

         

       

         

      The organizational structure model in ITSM consists of two distinct

         

      structures. The first is geared to the line-of-business (LOB) organization

         

      within a company. This organizational structure consists of a three-tiered

         

      data model, with Company as the first tier, Organization as the second tier,

         

      and Department as the third tier.

         

       

         

      In all types of organizations, Product and Operational Categorization

         

      structures can be used to map a Company to a categorization structure for

         

      selection from categorization fields in the ITSM applications. For more

         

      information, see "Product catalog information" on page 194

         

       

         

       

         

      Workflow affected.

         

       

         

      The only Support Group role that affects workflow is Help Desk and the only effect is has is on Incident Ownership, when there is no Assignment rule to assign incident ownership the default workflow (described below) applies.

         

       

         

      When an incident is created and no matching Incident Ownership assignment rule is found, the incident owner group becomes the default support group of the user creating the incident, UNLESS the default support group of the creator user creating the incident has a role that is NOT "Help Desk" and the incident is initially assigned to a support group that HAS the role "Help Desk".  In this case, the support group to which the incident is ASSIGNED becomes the owner group.  In my experience, most customers create a default Incident Ownership assignment rule that assigns the Service Desk (or whatever they call their service desk or front-line support group) as the owner of all incidents.  In this case the default incident ownership assignment workflow does not apply and the role of the various support groups is irrelevant.

         

       

         

       

         

       

         

       

         

       

        
      Related Products:  
         
      1. BMC Remedy Service Desk Application

       


      Article Number:

      000096364


      Article Type:

      Solutions to a Product Problem



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