Microsoft System Center 2012 Service Manager Cookbook

Chapter 6. Working with Incident and Problem Management

In this chapter, we will cover:

• Configuring Incident and Problem lists
• Creating an Incident template
• Adding a task to the Incident form
• Creating a workflow to notify the affected user upon the creation of an Incident
• 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 to auto grow
• Extending the Incident class with a new property

Introduction

In this chapter we will look at recipes for two of the core processes within ITIL©, Incident and Problem Management.

Any company following the ITIL© framework probably started their journey ...