Define Problem Management assignment groups

When you create a new problem, Assignment Group is a required field. Problem Management assignment groups specify the Problem Coordinator and operators who are responsible for a problem. Typically, assignment groups are organized by location and expertise.

Important: You must make the same assignment groups available for problems, problem tasks, known errors, and known error tasks. If an assignment group is available for a problem, but not for a task or known error, Service Manager generates an error message when you create a new task or known error record. The user must choose an available assignment group to continue.

Note: If you do not define Problem Management assignment groups, Problem Management makes all assignment groups available when you create problem, task, or known error records.

1. Click System Administration > Ongoing Maintenance > Profiles > Problem Management Profiles.
2. Use search or advanced search to find one or more records.
3. Select a Problem Management security profile record to define an assignment group(s).
4. Select Problems tab > Security tab > Rights tab.

5. Insert the cursor in the first row of the Assignment Groups field, and then click Fill. A list of assignment group records opens.

6. Choose an assignment group. You can repeat this process until you have selected the required assignment groups for the profile.

   Note: If a profile requires that all the assignment groups be selected, click Fill All.

7. Repeat steps 5 and 6 for the following tabs:
   • Problem tasks
   • Known Errors
   • Known Error Tasks
8. Click Save.
9. Click OK.