It's becoming clear we'll need some more granularity in Service Now in terms of groups. In RT we could maintain separate queues, but the right model for Service Now is making groups instead. We can keep the main "CELS" group, but I feel like we want some smaller groups for more targeted ticket ownership and groups working together. This can help fine tune notifications from SNOW (ugh, I hate that abbreviation) to make them more meaningful. One obvious set of groups are the ones that already exist in the new org structure: Cloud team (Dan, Ryan, Chris) HPC team (Ti, JohnV, JohnR, JohnB) IT Team (Craig, Max, Linda, Tina, Martino) I can also think of Accounts team (Tina, Ti, JohnR) Thoughts on others? Suggestions on changes in the above? I've made a confluence page here: https://collab.mcs.anl.gov/display/CELS/Service+Now+Groups Mark up, use comments, whatever. After we've reached some consensus I'll put in requests to create the groups. -- Craig