Create a group

task australia Updated Sep 10, 2026 1 min read create-a-group-so.md

Create groups to assign work to team members based on specific requirements such as skills, location, and product models. This approach enables you to route cases to the appropriate team members.

Before you begin

Role required: user_admin

Procedure

Navigate to All > User Administration > Groups.
Select New.
On the Group form, fill in the fields.

Field	Description
Name	The name of the group.
Group email	The group email address or the distribution list for the point of contact, such as the group manager.Note: By default, the group email address overrides the individual email addresses of the members.
Manager	The group manager or lead associated with the group.
Parent	The larger group to which this group belongs.If a group has a parent, the child group inherits the roles of the parent group. The members of the child group aren’t members of the parent group.
Hourly rate	The amount charged according to hour to calculate costs for the tasks assigned to the group.
Description	The detailed information about the group.

4. Select **Submit**.

What to do next

Configure a group by adding members and assigning them appropriate roles. For more information, see Configuring a group.

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---
title: Create a group
description: Create groups to assign work to team members based on specific requirements such as skills, location, and product models. This approach enables you to route cases to the appropriate team members.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-a-group-so.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Setting up assignment groups, Configure Service Model Foundation, Data models, Set up your environment, Configure, Customer Service Management]
---

# Create a group

Create groups to assign work to team members based on specific requirements such as skills, location, and product models. This approach enables you to route cases to the appropriate team members.

## Before you begin

Role required: user\_admin

## Procedure

1.  Navigate to **All** &gt; **User Administration** &gt; **Groups**.

2.  Select **New**.

3.  On the Group form, fill in the fields.

<table id="table_ymn_vw1_1cc"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Name

</td><td>

The name of the group.

</td></tr><tr><td>

Group email

</td><td>

The group email address or the distribution list for the point of contact, such as the group manager.**Note:** By default, the group email address overrides the individual email addresses of the members.

</td></tr><tr><td>

Manager

</td><td>

The group manager or lead associated with the group.

</td></tr><tr><td>

Parent

</td><td>

The larger group to which this group belongs.If a group has a parent, the child group inherits the roles of the parent group. The members of the child group aren’t members of the parent group.

</td></tr><tr><td>

Hourly rate

</td><td>

The amount charged according to hour to calculate costs for the tasks assigned to the group.

</td></tr><tr><td>

Description

</td><td>

The detailed information about the group.

</td></tr></tbody>
</table>4.  Select **Submit**.


## What to do next

Configure a group by adding members and assigning them appropriate roles. For more information, see [Configuring a group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configuring-a-group.md).