This recipe will provide the steps required to configure the general settings, which apply to all incident class Work Items. We will also provide steps on how to assign a default support group for new incidents.
You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments.
Follow the list creation instructions in Chapter 7, Working with Incident and Problem Management, to create a new list item for the Incident Tier Queue list called Service Desk 1 Line.
The following steps will guide you through the process of configuring the global settings for incident management:
The global settings we have configured will apply to all incidents you create. Prefix is the first part of the incident reference number. It is automatically generated and is always higher than the last incident number in the database. The attachment settings apply to how many files you, or a user using the self-service portal, can attach to the incident. The attachment size is used to specify the maximum size of a file that can be attached. The final setting, Default support group, is the logical group to whom the incident is assigned.