This recipe provides the steps required to complete the creation of a Problem Management role.
You must meet the following prerequisites before you complete this task:
Planning: Agree the logical support group analysts and categories for Problem Management (for example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use a Problem Management team called Escalation Analysts in this recipe.
Process
Process role
SCSM Security role (template)
AD Group
Categories (classification)
Problem Management
Escalation Analysts
Problem Analysts
SCSM - PR Escalation Analysts
Escalation\Client Related Problems,
Escalation\Server Related Problems,
Escalation\Infrastructure Related Problems
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...