Welcome to BMC Communities Rakesh.
Could you give us more background to your question here? Where are you coming from on this topic?
I'm going to assume he means in foundation data of ITSM when you define a company, so I'll move this to an ITSM forum.
say for example you are going to capture a person info in Incident or Change or in any of the ITSM App...like the Customer info...in that case when you select a person his Company, Organization, Department, Email Address and Phone Numbers will be captured in the Incident or Change Form fetching it from the People Form....
and when you are assigning a ticket to a Support Group then
Support Organization and
Support Group Name will be captured all these fields represents that under which Company, Organization and to which Support Group the ticket is assigned to....
this is the general meaning of these fields...
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Please find below:
When we are capturing the information of the users they should be tagged to a company from which they are belong to. we can set that from people form. It might include client company/vendor company/support company beacuse all the users who will be created in ITSM would be somehow tagged under any of the above company. Once you create any incident/change/problem putting the user name will populate the company organization.
This is the organization who will be giving overall support for the company. So support people should comes to this organization. So once you are assigning any incident/change support organization => Support group => Support person should be populated.
Open the form Support group and go for a generic search and you can see the complete details(support group name/ support people tagged to that group/ role of the support people in that group/ status of the support organization as well as support stuff)
Some basic and common things to remember:
Only those person tagged as Support stuff = yes will be populated under support group other will not be. So natually support person should be having access to any of console(incident/problem), but the other might have or not(By default they will be having access to SRM console). Support person should be tagged to some support group but other should not be.
further person who are tagged under support organization should be having userid/password as well as fixed/floating licence but rest may/may not be having log-in id or read licence can be assigned to them as incident can be logged for them by servicedesk team.
Hope this will help you understand the basic.
i shall elaborate my question indetail.
- Why there is a seperate module called support group when i can create an organization called 'support group' in the company organization itself. what exactly the support group in a company means and what exactly an organization means.this is my question
hey in a company say TCS
you might have different organizations right?? say TCS IT, TATa Motors, TATA Steel
and now under each of these Organizations there would be specialists right?? like for TCS IT
you will have say IT Hardware- where in some folks work and support IT Hardwares
you will have say IT Software- where in some folks work and support IT Softwares
you will have say IT Database- where in some folks work and support IT Databases
so these IT Hardware, IT Software and IT Databases which has set of people in it called has Support Groups...so if you see all these Support Groups are part of TCS IT Organization and ultimately part of TCS Company...
likewise TATA Motors and Tata Steel could have set of Support Groups to arrange their support folks or classify their people and operations....
In a simple way I can say is:
Company Organization and department is applicable to all employees in the organization so it doesn't mean that they support those organization. Company Org represents companies Organization structure and not the internal support structure.
Support Organizations are the one who support those organizations, so usally IT support have those associations with Support Org which usually provides services to internal org and departments to fullfile there dat to day task and to meet the client expectations and goals.Example:
Please advise is it possible to change Support Organization for existing support groups without recreation support groups from the scratch?
Thanks in advance!
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This is a very old thread with a different topic. It's probably better to open your own thread.
However, you can reorganize your existing support organization with the "Data wizard".
Thanks a lot, found this one!