This recipe details the steps for creating a SCSM queue. Queues in SCSM are specific to each process. You cannot combine classes, so in this example we will create a queue for a support group called Service Desk.
You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrator role, and have the SCSM console open.
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.
The following steps will guide you through the process of creating a basic queue:
Incident - Service Desk 1st Line
and a description of All Incidents with a support group of Service Desk 1st Line
.
In SCSM, what you see in the console are called views. How much of what you see depends on your role and what your queue is allowed to see.
Think about a "queue to a view". When you create a queue for a specific class (for example, incidents), you are able to filter and restrict what the users who match the queue criteria can see in the console, and what actions they can perform.
In the example steps, we can create a new Incident role where only the Service Desk queue is selected. This would have the effect of only showing users associated with that role incidents where the support group is set to Service Desk 1st Line.