Hi All,

We're migrating from a different service desk system, and I wanted to understand the process for Support Groups, and what is the best practice for Support Groups. Currently with our old system, if a ticket gets assigned a group, when a technician picks up the ticket they assign it to themselves and then removes the group. What is the best practice in ServiceDesk Plus? Do you always keep the Support group as is, and just assign the technician, or do you remove it from the Support group and assign it only to the technician?

Would like to understand the proper process.

Thanks