Creating Priority Queues

This recipe will define a number of queues related to your defined priority for work items such as incidents and service requests. These queues will then be mapped to Service Level Objectives (SLO).

Getting ready

For this recipe it is required that you have already followed the Configuring Priority and Urgency for your SLA targets recipe in Chapter 2, Personalizing SCSM 2012 Administration for configuring your priority matrix according to the Impact and Urgency definitions of your organization and that you have custom management packs in place to store your queue customizations.

How to do it...

The following steps will guide you through the process of creating priority queues:

  1. Navigate to the Queues folder in the Library

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