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Microsoft System Center 2016 Service Manager Cookbook - Second Edition by Dieter Casser, Steve Buchanan, Steve Beaumont, Andreas Baumgarten, Anders Asp

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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 ...

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