Configuring the Incident Management global settings
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.
Getting ready
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.
How to do it...
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...
