Absent Member.. Christopher Car Absent Member..
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Naming conventions for assignment groups in Service Manager 7.11

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I've got 3 different regions in my IT organization - North America, Oceania, and EMEA. I am trying to come up with a decent naming convention for the assignment groups.

Essentially, I have a 4 server teams globally. One for each region and one global group.

I am considering including the region and department codes in the assignment group names themselves (i.e. NA IS Server) and wanted to get a sense from folks if this is the right approach or if you should setup additional fields in the SM tables to account for region and department code instead.

Let me know!
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BeginnerHPSM Absent Member.
Absent Member.

Re: Naming conventions for assignment groups in Service Manager 7.11

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Hi Chris,

In my environment also,we are following the same naming convention.

It is very much helpful in order to recognize or differentiate the dept, location etc.

I would suggest u to go with the same naming convention.

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BeginnerHPSM Absent Member.
Absent Member.

Re: Naming conventions for assignment groups in Service Manager 7.11

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Hi Chris,

Do u have differet departments in different region for the same puspose?

For eg. In North America u can have a network team and another one for the Oceana..

If this is case then please let me know..
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Larry Hollingsw Outstanding Contributor.
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Re: Naming conventions for assignment groups in Service Manager 7.11

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Another method could be to use Outlook DLs. We organized our support DLs to match the assignment groups in SM. Not only do the operators match, but the names match. This required some work up front, but makes it relatively easy to keep it organized.
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Absent Member.. Christopher Car Absent Member..
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Re: Naming conventions for assignment groups in Service Manager 7.11

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Yes, we have teams that do the same function in each region. (i.e. 1 different server teams - one for each region along with a global one - the global one would be 'ALL').

We have an older ticketing system (HEAT) and the assignment group naming convention used was as follows:

>RRR DDD SS GGGGGGGGGG

RR = Region code (e.g. US, UK, HK, ALL)
DDD = Department (e.g. DTS, DCS, DGS, etc.)
SS = Services Group (e.g. IS, DS, BS - Info Sys, Dev Sys, Business Sys, etc.)
G = Group (e.g. server, network, etc.)

This is the direction (which is also similiar to our Exchange GAL DL naming convention. Just want to get an idea of what others are doing before I charge down this path and get stuck with something in Service Manager for the next decade! ;^)
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BeginnerHPSM Absent Member.
Absent Member.

Re: Naming conventions for assignment groups in Service Manager 7.11

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Hi Chris,

In my environment also,we are following the same naming convention.

It is very much helpful in order to recognize or differentiate the dept, location etc.

I would suggest u to go with the same naming convention.

View solution in original post

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