Creating a new group

A group in ServiceNow is a collection of users who share a common function within the organization. Creating and managing groups needs to be taken seriously as it can impact security and affect the end user's experience. Members of groups may perform tasks such as approving catalog requests, resolving incidents, or receiving email notifications.

Once we have created a new user, we need to create a new group and assign it to the new user. User groups are stored in a system table named sys_user_group, as shown in the following screenshot:

1. In the User Administration application, click on the Groups module to list all groups defined in the instance.
2. Click on the New button on the top left of the content frame to define a new group:

1. We will set new group's name as Server Administrators. Click the Submit button to create the new group.

In ServiceNow, groups can be hierarchal. If a group has a parent, the child group inherits the roles of the parent group. One of the key points to note here is that the members of the child group are not members of the parent group, which means that any ticket assigned to the parent group may not be visible to the child group; however, any ticket assigned to the child group will be visible to the members of the parent group.