This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Creating support groups (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 BMC Remedy AR System, which can be used to control access to configuration items (CIs) in BMC Asset Management.


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.


To avoid BMC Remedy AR System server performance issues, add support groups during non-peak hours.

To create a support group


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. The Support Group form appears.

  1. On the Support Group tab, enter or select information in the Support Company, Support Organization, Support Group Name, and Support Group Rolefields.


    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.

  2. 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.

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