The only functional significance I am aware of is the Help Desk role is used to set an Incident Owner if an owner assignment rule is not present. See the Inc User guide in the section on "Understanding incident ownership".
As far as I can tell the other roles are informational. I would be interested in learning otherwise. Regards, Chuck Baldi On Wed, Feb 11, 2009 at 3:26 PM, Mark Lev <mark....@rightstarsystems.com>wrote: > Hi All, > > I am trying to find "Remedy" definition and functional significance of the > Support Group Roles: > Help Desk > Tier 1 > Tier 2 > Tier 3 > Line of Business > > An understanding of the rules/Workflow that ITSM uses based on group role > would helpful too. > > I have not found this in any documentation, but I hopefully just missed it. > > Can anyone help? > > ARS 7.1 > ITSM 7.0.3 > All latest patches > Windows > SQL > > Thanks, > Mark > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
