This recipe details the steps for creating a SCSM queue. Queues in SCSM are specific to each process. You cannot combine classes, so in this example we will create a queue for a support group called Service Desk.
You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrator role, and have the SCSM console open.
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.
The following steps will guide you through the process of creating a basic queue:
Open the SCSM Console. Navigate to Library | Queues and click on Create Queue:
Click on Next. Provide a queue name and description. For this recipe, use the queue name
Incident - Service Desk 1st Line
and a description ofAll Incidents with a support group of Service Desk 1st Line
.Under Work item type, click on ... and select Incident...