Task assignments

In ServiceNow, assignment groups are the most common user group type consisting of one or more members. There exists an out-of-the-box relation between assignment groups and the assigned to field in different ServiceNow applications such as Incident Management, Problem Management, Change Management, or Service Catalog Management. In real-world scenarios, it's typically mandatory for the assignment group to be identified and populated on task records before a Service Desk user can perform any update to any task or ticket.

This assignment group field will allocate responsibility of working on the task to the selected team and any associated SLA will be attached to the ticket. If the assigned group is not responsible for working on the task, the group is now responsible for reassigning the task to a more suitable group.

There are many out-of-the-box assignment groups defined in the system including, but not limited to:

• Service Desk
• Software
• Network
• Database
• Procurement

These groups can also have a hierarchical structure employing the following parent/child group dependency:

• Software:
  • Microsoft
  • Adobe
• Database:
  • MySQL admins
  • Oracle database admins
  • DB backup admins
  • DB monitoring