Creating and managing Problem Management roles
This recipe provides the steps required to complete the creation of a Problem Management role.
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:
SCSM Security role (template)
SCSM - PR Escalation Analysts
Escalation/client related problems, escalation/server ...