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 repeated notifications before SLA breaches with escalation


This recipe will show you how to set up a notification for incidents that are in a warning SLA status and send repeated notifications before a breach occurs, including sending a notification to an escalation point.

Getting ready

It would be advisable to perform the Creating notifications for SLA warning and breaches recipe in this chapter first, as some of the principles are the same.

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 that repeat before an SLA breach occurs, along with escalation:

  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 and a description for the template.

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