Creating and managing Service Request roles
This recipe provides the steps required to complete the creation of a Service Request role.
Getting ready
You must meet the following prerequisites before you complete this task:
Planning: Agree the support group analysts and categories for Service Requests (for example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use a Service Request support team called Service Desk in this recipe. The table below shows the required planning information:
Process
Process role
SCSM Security role (template)
AD group
Categories
(classification)
Service Request
Fulfillment
Service Desk
Service Request
Analysts
SCSM - SR
SCSM - Service Desk
User account
Password resets, printer, consumables
Installation and authorization: You need to have successfully installed the SCSM product, be a user in the SCSM Administrators role and have the SCSM console open.
Console tasks: Create custom...
