When we create an incident, we could specify support group to Tier 1, Tier 2 and Tier 3

Could we add value to the support gruop? for ex: Tier 4

And what's the deifinition of Tier 1, 2, 3?  I didn't see any connection for it.

You can modify the entries of the Support Group list under Library, Lists, Incident Tier Queue. There is no such thing as a definition of Tier 1-3. Whatever you use the tiers for in your individual environment is your custom definition of the tiers ;)

• Proposed as answer by Marcel ZehnerMVP, Moderator Friday, August 12, 2011 9:14 AM
• Marked as answer by Andreas BaumgartenMVP, Moderator Friday, October 05, 2012 6:45 PM

You can modify the entries of the Support Group list under Library, Lists, Incident Tier Queue. There is no such thing as a definition of Tier 1-3. Whatever you use the tiers for in your individual environment is your custom definition of the tiers ;)

• Proposed as answer by Marcel ZehnerMVP, Moderator Friday, August 12, 2011 9:14 AM
• Marked as answer by Andreas BaumgartenMVP, Moderator Friday, October 05, 2012 6:45 PM

You can modify the entries of the Support Group list under Library, Lists, Incident Tier Queue. There is no such thing as a definition of Tier 1-3. Whatever you use the tiers for in your individual environment is your custom definition of the tiers ;)

• Proposed as answer by Marcel ZehnerMVP, Moderator Friday, August 12, 2011 9:14 AM
• Marked as answer by Andreas BaumgartenMVP, Moderator Friday, October 05, 2012 6:45 PM

How to add members to the support group Tier 1 , 2 and Tier 3 and i am not able to understand how the Escalate or Transfer just by changing support group list item. I am new SCSM. Kindly some one show some light. Thanks in advance

Note that support groups are not linked to security groups in AD and it is not possible to add members to a support group.
There are different approaches on how to handle this. A basic solution is to create views that filter out incidents that is assigned to each support group, and then configure user roles that use those views. Assign the user roles to AD groups (like Servicedesk etc).
Another way is to use "Assigned to" together with this solution: http://gallery.technet.microsoft.com/Task-to-assign-an-incident-850ce363

• Marked as answer by Andreas BaumgartenMVP, Moderator Friday, October 05, 2012 6:45 PM

Note that support groups are not linked to security groups in AD and it is not possible to add members to a support group.
There are different approaches on how to handle this. A basic solution is to create views that filter out incidents that is assigned to each support group, and then configure user roles that use those views. Assign the user roles to AD groups (like Servicedesk etc).
Another way is to use "Assigned to" together with this solution: http://gallery.technet.microsoft.com/Task-to-assign-an-incident-850ce363

• Marked as answer by Andreas BaumgartenMVP, Moderator Friday, October 05, 2012 6:45 PM

Note that support groups are not linked to security groups in AD and it is not possible to add members to a support group.
There are different approaches on how to handle this. A basic solution is to create views that filter out incidents that is assigned to each support group, and then configure user roles that use those views. Assign the user roles to AD groups (like Servicedesk etc).
Another way is to use "Assigned to" together with this solution: http://gallery.technet.microsoft.com/Task-to-assign-an-incident-850ce363

• Marked as answer by Andreas BaumgartenMVP, Moderator Friday, October 05, 2012 6:45 PM

Hi,

Do you know any tool that can show free analysts of a support group? Our team is located in many offices and and it's hard to see available people.

Hi,

There are a few solutions including ours - SCUtils SmartAssign. It can show support groups including nested AD groups and SCSM groups and presents Lync presence status for all users.