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Creating support groups

The Support Group structure is defined as Company > Support Organization > Support Group, which represents how a company is structured from a support perspective. Support groups are typically used to assign work in BMC Helix ITSM  applications.

Related topics

Configuring support group assignments Open link

Understanding support groups

Disclaimer

Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

The following video provides an overview on Support Groups:

 http://www.youtube.com/watch?v=3w5rMXHTbXU

To create support groups for standard configuration

You can create support groups for companies that have a type of Operating Company, Customer, Vendor, Service Provider.

  1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  2. Click the Create link next to Support Group.
  3. Enter or select information in the Support Organization field. Enter the name of the support organization to create it. After you add the first support group to the organization, you can select the organization when you add the next support group.
  4. Enter or select information in the Support Group Name field.
  5. Enter or select the support group role. The Support Group Role field describes the role that the support group has in the organization. For example, the support group named Internal Support might provide the Help Desk function, while another support group provides Tier 2 support.
    You choose from the following support group roles, which are levels in the support group hierarchy:
    • Help Desk
    • Tier 1
    • Tier 2
    • Tier 3
      You can also select the Line of Business support group role, which can be assigned to a non-IT team that supports customers with a particular business need.
  6. Click Add.
  7. When you are finished configuring support organizations and groups for the company, click Close.

To create support groups for custom configuration

As a part of configuring organizational structure, you add and configure support groups. This procedure describes how to add a support group. When you create a support group, a permission group is automatically added to the Group form in Action Request System , which can be used to control access to configuration items (CIs) in BMC Helix ITSM: Asset Management .

Important

You can only create support groups for companies that have a type of Operating Company, Customer, Vendor or service provider.

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > Organizational Structures > Support Groups, and then click Open
  3. On the Support Group tab, enter or select information in the Support CompanySupport OrganizationSupport Group Name, and Support Group Role fields.

    Important

    The Support Group Role field describes the role that the support group has in the organization, such as the Help Desk function or Tier 2 support.

  4. Click Save
    The Support Group is created. You can modify the support group to change On-Call options and add more information.

    Vendor Group

    Select Yes to indicate that the support group is an external support group or No for an internal support group. Vendor groups are used in BMC Service Desk: Incident Management for defining underpinning contracts with external vendors. You can also select Vendor Groups on the Vendor tab of the Incident form in BMC Service Desk: Incident Management.

    On-Call Group

    Select Yes to indicate that the support group has an on-call schedule that can be used for assignment after normal business hours.

Important

To create a support group on the Support Group form, you must complete the information about the Support Group tab and save the form before you can add information to the other tabs.

Tip

To avoid Action Request System performance issues, add support groups during non-peak hours.

To add members to a support group

Make sure that the people have been added in the People form and are designated as Support Staff.

Tip

The People Display and Roles Display tabs on the Support Group form show important information about support staff individuals. People Display shows the individuals who belong to the support group. Roles Display shows the roles for each individual within a group.

  1. Log in to Mid Tier .
  2. From the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, choose Foundation > Organizational Structures > Support Groups, and then click Open. The Support Group form appears.
  4. Search for the support group.
  5. Select the support group, and then click the People Display tab.
  6. Click Add. The Support Staff Search dialog box appears.

  7. Search for the support staff to add using the search criteria fields provided.
  8. From the list select the individuals to relate to the support group.
  9. Click Add, and then click Close.

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