Add a Service Desk assignment group

Service Desk assignment groups specify the Service Desk agents in the group so that when someone creates a new interaction it can be assigned to the applicable group. Typically, assignment groups are organized by location and expertise. To facilitate interaction response, new assignment groups can be added to the out-of-box assignment groups for Service Desk.

To add a Service Desk assignment group:

1. Click System Administration > Ongoing Maintenance > Groups > Assignment Groups.

   Tip To get a list of existing assignment groups for your reference, click Search.

2. Type the name of the new assignment group in the Assignment Group field.
3. Click Add.

4. On the Group tab, complete the fields as described below.

   1. Enter the name of the manager of the assignment group.
   2. Select the work schedule of the assignment group from the Calendar Name drop-down list.
   3. Select the time zone.

5. Select the Help Desk Group check box so that the current assignment group supports End User Chat.

6. On the Members tab, insert the cursor in a blank line and use the Fill button to select the operators you want to assign to the group. There is no limit to the number of operators in an assignment group. However, consider how many users should provide response when you create and populate a new assignment group.
7. On the Approvers tab, insert the cursor in a blank line and use the Fill button to select the approvers you want to assign to the group. There is no limit to the number of operators in an assignment group. However, consider how many users should approve when you create and populate a new assignment group.
8. On the Assignments tab, fill in the fields in Supported Departments, Supported Locations, and Supported Languages, respectively.
9. (Optional) Fill in the fields in Supported Companies if you have enabled the multi-tenant feature in your Service Manager system.

10. Follow these steps to configure the Supported Services field:

    1. Click Configuration Management > Resources > Search CIs to open the Search Configuration Item Records form.

    2. Select Business Service in the CI Type field, and then click Search.

    3. Select a configuration item, and then append an assignment group in the Support Groups field. For example, ASSET MANAGEMENT.

    4. Click Save. The selected configuration item is displayed in the Supported Services field of the ASSET MANAGEMENT assignment group.
11. Click Save and OK.