This recipe provides the steps required to complete the creation of a Service Request role.
You must meet the following prerequisites before you complete this task:
Planning: Agree the support group analysts and categories for Service Requests (For example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use a Service Request support team called Service Desk in this recipe.
Process
Process role
SCSM Security role (template)
AD Group
Categories
(Classification)
Service Request Fulfillment
Service Desk
Service Request Analysts
SCSM - SR Service Desk
User account password resets, printer consumables
Installation and Authorization: You need to have successfully installed the SCSM product, are a user in SCSM Administrators role, and have the SCSM console open.
Console Tasks: Create custom Service Request queues and views to reflect the organization process for...