Assignment groups

An assignment group is a list of users who are responsible for an Incident record. Incident Management notifies the group when an Incident record opens or escalates. Assignment groups make the routing and escalation of Incident records easier.

For example, the Service Desk Agent receives a service request to fix a disabled workstation. The agent creates an Incident record, and then assigns the incident to the Hardware assignment group. The hardware technician determines that the hard drive must be replaced. Because the drive must be purchased, the technician assigns the Incident record to a Request Fulfillment assignment group for acquisition. If the hard drive purchase is delayed, and the delay impacts the closure of the Incident record in a reasonable amount of time, Incident Management automatically escalates the Incident record and assigns it to the Request Fulfillment manager.

HPE Service Manager administrators create Assignment groups as part of the Ongoing Maintenance process.