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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 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 ...

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