http://blogs.technet.com/b/servicemanager/archive/2009/11/02/implementing-sample-helpdesk-scenario-in-incident-management-1.aspxMy earlier post provides a high level overview of Incident Management in Service Manager . I also recommend reading on MOF and ITIL procesess. The best way to learn about Incident Management in Service Manager is going through a real life scenarioen-USTelligent Evolution Platform Developer Build (Build: 5.6.50428.7875)http://blogs.technet.com/b/servicemanager/archive/2009/11/02/implementing-sample-helpdesk-scenario-in-incident-management-1.aspx#3468146Wed, 30 Nov 2011 17:11:11 GMTd5e57398-b9ef-4490-9955-07cbb4e4a80d:3468146Ketan Ghelani [MSFT]<p>@Achyut</p> <p>Currently there is not a relationship between the assigned to and Support Group. &nbsp;You could create Active Directory groups (Tier 1, Tier 2, etc...) and use those AD groups in the assigned to field</p> <div style="clear:both;"></div><img src="http://blogs.technet.com/aggbug.aspx?PostID=3468146" width="1" height="1">http://blogs.technet.com/b/servicemanager/archive/2009/11/02/implementing-sample-helpdesk-scenario-in-incident-management-1.aspx#3468109Wed, 30 Nov 2011 14:43:26 GMTd5e57398-b9ef-4490-9955-07cbb4e4a80d:3468109Achyut<p>How to members to Support Group Tier 1, Tier 2. How it gets assigned to members while doing a escalation</p> <div style="clear:both;"></div><img src="http://blogs.technet.com/aggbug.aspx?PostID=3468109" width="1" height="1">