Microsoft System Center 2012 Service Manager Cookbook

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 ...