Chapter 6. Working with Incident and Problem Management
In this chapter, we will cover:
- Configuring Incident and Problem lists
- Creating an Incident template
- Adding a task to the Incident form
- Creating a workflow to notify the affected user upon the creation of an Incident
- Creating a view to display the Problem Records created in the last 30 days
- Configuring the Global Operators Group
- Downloading, installing, and configuring the Exchange Connector
- Making the description field in the Incident form to auto grow
- Extending the Incident class with a new property
Introduction
In this chapter we will look at recipes for two of the core processes within ITIL©, Incident and Problem Management.
Any company following the ITIL© framework probably started their journey ...
Get Microsoft System Center 2012 Service Manager Cookbook now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.