Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Chapter 7.  Working with Incident and Problem Management

In this chapter, we will cover the following topics:

• Configuring incident and problem lists
• Creating an incident template
• Creating a subscription to notify the affected user upon the creation of an incident
• Adding a task to the incident form
• 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 auto-grow
• Extending the Incident class with a new property
• Using Advanced Search to find very specific incidents

Introduction

In this chapter, we will look at recipes for two of the core processes within ITIL©: incident and problem management. ...