An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on…

The 'My Groups Work' list shows active tasks assigned to the user's groups, regardless of whether they are assigned to a specific person within the group, not just unassigned tasks.

The 'My Groups Work' module, part of IT Service Management applications, requires the 'itil' role (or an equivalent ITIL-specific role) to access and view tasks assigned to groups. Without this role, the manager lacks the necessary permissions to see ITIL-related work.

The manager needs to be a member or manager of the *assignment groups* (Network and Hardware) they oversee, not necessarily a separate 'Service Desk group' to view their teams' work.

The question states the manager is 'responsible for the Network and Hardware assignment groups', implying they are correctly configured as a manager or member of those groups; the issue is usually with a missing role to *view* the work.

While the 'Assignment Group manager' field affects specific management capabilities, the primary reason for a complete lack of visibility to ITIL tasks in a common list is almost always a missing 'itil' role.