This recipe will provide the steps required to configure the general settings, which apply to all incident class Work Items. We will also provide steps on how to assign a default support group for new incidents.
You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments.
Follow the list creation instructions in Chapter 7, Working with Incident and Problem Management, to create a new list item for the Incident Tier Queue list called Service Desk 1 Line.
The following steps will guide you through the process of configuring the global settings for incident management:
Navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks, as shown in the following screenshot:
Click on General and...