Using the Teams related list can be useful if many data sources are used in the organization, and when using the IntegrationHub ETL.

When you set a group assignment on a CI form of one of those classes, that group assignment is automatically synchronized with the Teams related list. If you set an assignment group for an application service, a relationship record is created to represent the new group assignment for the CI. The Teams related list on such CI forms, always shows the current settings for the various group assignments for the CI.

If there are multiple groups assigned to a CI, then on the Teams related list on a CI form, you can designate one of those groups as primary. When an incident involving that CI is created, the incident is assigned to that primary group. Only one group type can be designated as primary for a CI at any given moment.

By-directional synchronization

When you set or modify the value of one of the assignment group fields on a Service CI form, then the Teams related list is updated with that change, adding a Teams related record if a corresponding one doesn't exist. For example, when you set an empty Support group field to Database San Diego and save the form, then the system adds a Teams record in which Group type is Support Group and User group is Database San Diego.

In the opposite direction, any change in a Teams related record, where Group type corresponds one of the group assignment fields in the CI, is synchronized to the corresponding field. For example, if you set User group to CAB Approval in the Support Group group type, the Support group field on the CI form is updated with the CAB Approval value.

Deleting a Teams record doesn't affect the group assignment fields in the CI.

Add the Teams related list to a Service CI form

By default, the tab for the Teams related list doesn't appear in the Related Lists section on Service CI forms. You can add the Teams related list by selecting the form's Additional actions menu, selecting Configure and then Related Lists. In the Available list that appears, move Teams to the Selected list and then select Save.