The Grouping feature was originally intended to offer some extra support when handling major incidents. That is why it was only possible to group requests for incident resolution. That meant that in order to group 2 requests, they needed to be of the category ‘Incident’. But organizations frequently have a need to also group requests for change (RFCs) and requests for information (RFIs). For example, the application development team may have received the same enhancement request from multiple users, or employees may have asked the HR department how a new tax law is going to affect their take-home pay. That is why the Grouping feature can now also be used to group requests of the category RFC or RFI. Naturally, the Ungroup feature is now also available for grouped RFCs and RFIs, just like it already was for incidents. To ungroup a request, open it in View mode, click on the Actions button in the toolbar and select the ‘Ungroup…’ option. You will then have the option to add a note to explain why you have decided to ungroup this request.
Cor Winkler Prins
Cor is the CEO and co-founder of 4me. He started his career in the service management industry in 1996 helping to set up the global consulting organization for, what later became, HP OpenView Service Desk. As a consultant, Cor has assisted many large enterprises over the years with their global ITSM deployments. These include Procter & Gamble, Philip Morris and Roche.