In ServiceNow, tasks (such as Incidents, Change Requests, and Service Requests) can be assigned toindividual usersorgroupsto manage workload distribution efficiently.
A. Groups
Groups in ServiceNow represent a collection of users with common roles or responsibilities.
Tasks are often assigned to groups first, allowing any member to take ownership.
Example:
IT Support Groupfor handling incident tickets.
Change Advisory Board (CAB)for approving changes.
B. Users
Individual users can receive task assignments directly.
Assigned users are responsible for completing or updating the task.
Example:
A specificService Desk Agentassigned to resolve an incident.
C. Departments
Departments in ServiceNow representorganizational divisions(e.g., HR, IT, Finance), but they donotreceive task assignments.
Assignments are made to groups or individuals within departments, not the department itself.
D. Teams
"Teams" is not a structured entity in ServiceNow for task assignments.
While some organizations may informally refer to groups as "teams," the platform recognizesGroupsandUsersas valid task recipients.
[References:Official ServiceNow Documentation:Assigning Tasks, ServiceNow Administration Guide:Users and Groups, , ]
