Book Image

Microsoft System Center 2012 Service Manager Cookbook

Book Image

Microsoft System Center 2012 Service Manager Cookbook

Overview of this book

Microsoft System Center Service Manager (SCSM) offers enterprises a complete, integrated platform for automating and adapting IT Service Management best practices to your organization's requirements. "Microsoft System Center Service Manager Cookbook" provides you with real-world, immediately usable recipes which will show you how to configure and administer System Center Service Manager 2012 and understand how to solve particular problems and scenarios to take this tool further. In Microsoft System Center Service Manager Cookbook, you will get to grips with practical recipes which will show you how to configure and administer System Center Service Manager 2012. This cookbook features distinct recipes on the practical implementation of ITSM Frameworks and Processes, Microsoft System Center 2012 Service Manager Administration, how to configure Service Level Agreements (SLAs). It will also cover incident and problem management, the design of change and release management as well as implementing and editing security roles.
Table of Contents (20 chapters)
Microsoft System Center 2012 Service Manager Cookbook
Credits
About the Authors
About the Reviewers
www.PacktPub.com
Preface
Index

Creating notifications for SLA warning and breaches


This recipe will show you how to configure Service Manager to send an e-mail notification when a work item moves into either an SLA warning or breach state.

Getting ready

Ensure Service Levels are fully configured by following the previous recipes in this chapter.

It is also assumed that you have set up an SMTP channel for e-mail.

How to do it...

The following steps will guide you through the process of creating notifications within Service Manager for when an SLA goes into warning or breach:

  1. Navigate to the Administration node of the Service Manager console, expand the Notifications folder and click on Templates.

  2. Click on Create E-Mail Template in the tasks pane on the right-hand side of the console.

  3. Provide a title for the template and a description.

  4. Click on the Browse button next to the targeted class box.

  5. In the Select a Class window, use the drop-down box next to the search filter to change it from Frequently used basic classes to All...