Overview of incident ownership

Incident ownership is determined automatically by Incident Management when the incident request record is created. Incident Management assigns incident ownership based on the following criteria:

• The support group of the person who submits the incident request record.
• The support group the incident request record is assigned to.

For example, consider the following support groups:

• Support Group A has a support group role of Help Desk. Person A is in Support Group A.
• Support Group A2 also has a support group role of Help Desk. Person A is not a member of Support Group A2.
• Support Group B does not have a support group role of Help Desk; for example, it might have a support group role of Tier 2. Person B is in Support Group B.
• Support Group C does not have a support group role of Help Desk; for example, it might have a support group role of Tier 3.

Based on these support groups, the following example events show how the incident owner is set when no incident owner assignment event is predefined:

• Person A submits an incident and assigns it to Support Group A2 with the role of Help Desk. Ownership of the incident is set to Support Group A2 because the Assigned Group has the role of Help Desk. Otherwise, ownership of the incident is set to Support Group A.
• Person B submits an incident and assigns it to Support Group A. Ownership of the incident is set to Support Group A because the group has the role of Help Desk.
• Person B submits another incident, and assigns the incident to Support Group C. Support Group B becomes the owner, because Person B is the submitter.