This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

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 Remedy ITSM applications.

This topic provides the following information:

Understanding support groups video


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

To create support groups


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.

    The following figure shows a support group being added.

    Example of a Support Group being added

  7. Repeat 3 though 6 to add all the support groups that you require.
  8. When you are finished configuring support organizations and groups for the company, click Close.

Related topic

Creating support groups (custom configuration)

Support group configuration for assignments

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  1. Sandeep Das

    The Note on this page says, "You can only create support groups for companies that have a type of Operating Company, Customer, or Vendor."

    Please add "Service Provider" to the list.

    Mar 28, 2017 05:58
    1. Amol Ketkar

      Hello Sandeep, 

      Apologies for delay.

      The same has been updated.



      Aug 16, 2018 05:36
  2. Sandeep Das

    Can someone please update this page with the correct information? Almost a month and no response yet. 

    Apr 19, 2017 11:59
    1. Amol Ketkar

      Hello Sandeep,

      Thanks. Apologies for delay.

      The page is updated.

      Aug 28, 2018 11:06
  3. Colin Rolls

    The video on this page (and other similar videos) is 5 years old from 2012 with old branding and still talks about things like the Classic view of the forms so the note about the video saying 'concepts and procedures in this video are correct' is becoming less and less true as time passes. Isn't it time BMC refreshed these videos with new versions for 2017? I know it would take effort but I don't think asking them to be updated every 5 years is too much to ask. An alternative would be to remove the video and put everything into words which would make it more manageable going forward as things change and easier to search for.


    Jul 18, 2017 01:54
    1. Mokshada Shivarekar

      Hi Colin,

      Thank you for bringing this issue to our notice.

      We will get back to you once we update the videos.



      Aug 09, 2017 12:22