Assignment groups can be self managed to add or remove agents, as well as adjust managers or leads. You can also retire an assignment group and move those cases to a new assignment group.
When a need to manage an assignment group comes up, the first place to go is the ITS Service Portal and look for the 'Group Management' category under ServiceNow. This form is limited to pre-existing managers and leads in the system.
Assignment groups are where tickets in the system go to be answered. People who answer tickets, members of assignment groups, are called 'Agents', 'Agent Fulfillers', or 'Fulfillers' - they all mean the same thing. Agents cannot be a mail group or shared mailbox, Agents have to be a human. Assignment groups do not necessarily have a 1:1 relationship with Services and Service Offerings, though they often do.
Each Assignment group has one manager but that manager can delegate group management duties to as many leads as needed. Leads aren't marked in anyway in the system, but can be reviewed on the group management form linked above. It is the responsibility of a manager or lead to add or remove agents as needed. If an agent leaves a team but is not removed from the assignment group, we will continue to recharge for the agent until the agent leaves the assignment group. When using the form to add users to a team, please be sure to use the employee account of the individual you're adding, not a student or other account. You can often check if it is the correct account by seeing a visible Employee ID in the account field you select.
If you can't see the form, but need to make a change, please reach out to your groups' manager or leads. If, for whatever reason you can't reach out to them, please create a case to the ServiceNow team using our form below.
If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.