Creating and managing Problem Management roles
This recipe provides the steps required to complete the creation of a Problem Management role.
Getting ready
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, be a user in the SCSM Administrators role and have the SCSM console open.
Console Tasks: Create...
