Routing Incidents automatically using workflows

We will start by taking a look at a simple workflow to route incidents to a certain user or a group. This functionality can be created using the built-in workflows within Service Manager.

Getting ready

Be sure that you have read and understood the creation of templates as described in the recipe Creating an Incident Template in Chapter 6, Working with Incident and Problem Management.

Make sure that Service Manager is up and running and that you have sufficient privileges to create workflows and templates (Administrator permissions are needed).

How to do it...

In this example we will create a workflow to route any incidents with the classification category E-mail Problems to the Exchange group.

  1. Start ...

Get Microsoft System Center 2012 Service Manager Cookbook now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.