Table of Contents
ServiceNow Group Management: Key Roles
A ServiceNow 'group' is a set of users who share a common purpose. Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications or performing work order tasks.
When a group is established, it is assigned a MANAGER and a DELEGATE. The Manager is accountable for maintaining the group and ensuring that a separate Delegate is named to manage the group when the Manager is absent.
Manager
The manager can add members to the group, and has elevated privilege's to make edits to the following fields:
- Manager
- Private group
- Shadow Email BCC
- Send Surveys
- Group email
- Custom From Reply-To
- Require Closure CI
- Description
- Acknowledgment
- Resolution Text
- Manager List
Delegates
Delegates are selected by the group manager and have the ability to add members to the group. (A group may have multiple delegates).
Licensing
In most cases, a license is required use the ServiceNow platform. Various modules have their own license/cost structure.
IT Service Management (ITSM) Licenses via Group Membership:
When adding a new user to an existing ITSM group, an ITIL license will be automatically assigned to the user. The license incurs a monthly cost, which will be reflected in the billing or cost allocation process established by your local IT Director, Bookkeeper or Business Services Manger and OIT. NC State employees can access cost information via the IT Service Portfolio, ServiceNow Service Offering under the 'COSTS' tab.
Questions can be sent to the ServiceNow platform team at ‘Help With This Service.’
Accessing Your Group
Managers can access and edit their groups via the My Managed Groups link in the Manager Services section of the ServiceNow navigation
.
To view the list of delegates assigned to your managed groups or the description of the group you must personalize the list:
Click on the gear:
Find "Delegates" in the 'Available' column and click the arrow to move it to the 'Selected' column. Do the same with "description":
Add/Change Delegates
From the 'list view' choose the group you wish to modify. Scroll to the delegates section and click the 'lock icon' to 'Unlock Delegates.'
Use the search feature to find your delegate (must have a Unity ID).
Adding A Member To A Group
- Select the group you want to edit.
- Once on the group record, scroll to the bottom and find the Related List “Group Members.”
- Click Edit to view a list of all the users in the system:
- Begin typing in the search box to find the user you want to add, then move the user from the left list to the right list:
- Click Save.
If the user being added already has an ITIL license they can be added to a new group(s) at no cost.
If the user being added does not have an ITIL license the first group they are added to will become their default workgroup, and will incur the charges for that license.
Removing a User From a Group
You can remove users in an almost identical way.
- Go to “My Managed Groups” under the Manager Services tab.
- Click on the group you want to edit.
- Once on the group record, scroll to the bottom and find the Related List “Group Members.”
- Click the Edit button
- Move the user you want to remove from the group from the list on the right to the list on the left
- Click Save.
Removing a Users License (Default assignment Group)
If you are the manager of the group paying for a user's license, you can remove all of their groups, and their license.
- Go to “My Managed Groups” under the Manager Services tab.
- Click on the group you want to edit.
- Once on the group record, scroll to the bottom and find the Related List “Group Members."
- Click on the user's name to navigate to their user record.
- Once on the user record you should see a Remove All Groups button in the top-right corner of the page. Click this button to remove the default assignment group membership, and all other group membership.
Switching a User's Default Assignment Group
- Navigate to the User record for the user you want to update.
- Once on the user record you should see a "Default Assignment Group" field.
- Remove the current assignment group and type in the new one, or click the search box to browse for the correct group.
- Click Update.
Links to ServiceNow Environments
Once end users have been added to an assignment group by the assignment group owner, they can access the ServiceNow platform using the this link:
Advanced access, such as developer access can be requested using the ServiceNow Access Request Process.