Figure 1: Settings in the General tab
When you click the Priority Calculation option in the Incident Settings window, you should now see the screen shown in Figure 2. In this picture, you will see there is a matrix showing the Urgency level and the effect ( Impact ). By default, there are 9 items that can set values from 1 to 9. By default, 9 is the lowest priority, 1 is the highest priority. These priority calculations are based on the needs of each individual organization.
Figure 2: Priority mathematics math
When it comes to response time on the side of help, things with priority 1 will be resolved first compared to other priority events. On the Resolution Time tab, select the response time for each priority level. As shown in Figure 3, you can set each priority level to a certain amount of response time. For example, a first-priority institute will have a 1-hour response time, but a 9-priority incident can spend a week, a month or even a year as default. Make sure to choose a response time that is appropriate for your organization.
Figure 3: Determine the response time for priority levels
Service Manager can integrate Configuration Manager and Operations Manager to create a comprehensive monitoring and management system. If you are running System Center Operations Manager and want to integrate it with Service Manager, provide the address for the Web console URL on the Incident Settings tab in Figure 4.
Figure 4: Provide the Web console URL for Operations Manager
Finally, if you want to enable Service Manager settings for receiving mail, configure the settings in the Incoming E-Mail tab for both the SMTP Service drop folder location and SMTP Service bad folder location . In addition, if you want to limit the number of incoming messages, you can change the value in the field next to Maximum number of e-mail messages to process at a time .
Figure 5: Configure incoming mail settings
Usually the default value is set to urgency and impact options, but it is possible to add an emergency level and impact if desired. Go to navigation in the Library and select Lists . In the Lists list, you will see some options for Impact and Urgency (Figure 6). Double-click one of the lists to open the Properties property page for that list. On the List Properties page, click the Add Item button to add a new item to the list. You will also be asked to choose the management package which offers updates. However you can save them to the default management pack or create a new package if you want.
Figure 6: Items in the Library list
Figure 7: Select the management package
In Figure 8, you will see that I clicked the New button and created a new management package called Customizations . We have also provided a name for the management package as well as a description for it.
Figure 8: Create a new management package
Once you've created a new management pack, you can add new items to the list. As shown in Figure 9, we added two items - Low / Medium & Medium / High to the list. At this point, if we go back to the Incident Settings page , we will see the priority options shown in Figure 10. On this page, you will see no preference for new options. You must set them up yourself after creating new items.
Figure 9: New options added
Figure 10: New priority matrix
Above we introduced the differences between events and issues. In Figure 11, you will see the settings available for configuring the Problem log. As incident, the problem logs have the default prefix 'PR'. In the Priority section, you'll see the new urgency and impact items we've just created.
Figure 11: Configuring settings for problems
Changes in your infrastructure will be recorded through change requests in Service Manager with the CR prefix, as shown in Figure 12. The change requests include the change log file. On the Change Request Settings page, you can decide the number of attached files and their sizes.
Figure 12: Configuring the required changes settings
Whenever a problem, event, or request occurs, that action will be recorded to assist in future checking and reference. If you go to the Activity Settings area (Figure 13), you will see where the prefix is determined for the type of action record. There are three types of prefixes to configure:
Figure 13: Configuring the required action settings
Go to Administration> Notifications> Channels and select the E-Mail Notification Channel . Next, from the Tasks panel, click the Configure option. Your first task is to select the checkbox next to Enable e-mail notifications . Then, click the Add button to open the Add SMTP Server window. Set the domain name for SMTP server, port number and authentication method. If there are multiple SMTP servers, use the Up and Down buttons to change the order the server will be used. Figure 4 shows you the details.
Figure 14: Configure email notification channel
Service Manager has a number of default job categories, including networking issues, software issues, email and, etc. Your task is to change the default classification list to suit your needs. your organization's demand. To do so, go to Library , select Lists and select Incident Classification . From the Tasks panel, click the Properties option. Use the Add Item button to add new items to the list. You can also remove some existing items by selecting that item and clicking the Delete button.
Figure 15
After setting up the basic configuration, let's move on to create a sample event using the Service Manager console and see what happens. Go to the Work Items navigation area and select Work Items> Incident Management . From the Tasks panel, click Create Incident . You should now see the page shown in Figure 16.
Figure 16: New incident form
On the page shown in Figure 16,