This recipe provides the steps required to complete the creation of an Incident Management role.
You must meet the following prerequisites before you complete this task:
Planning: Agree the support group analysts and categories for Incident Management (for example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use an Incident Management team called Desktop Support in this recipe.
Process |
Process role |
SCSM Security role (template) |
AD group |
Categories (classification) |
Incident Management |
Desktop Support |
Incident Resolvers |
SCSM - IM Desktop Support |
Hardware\clients, software\client application |
Installation and Authorization: You need to ensure you have successfully installed the SCSM product, be a user in the SCSM Administrators role and have the SCSM console open.
Console Tasks: Create custom Incident Management queues and views to reflect the organization...