Configuring incident and problem lists
Lists are widely used in SCSM and appear in almost any form. These lists are used to offer the analysts predefined choices rather than having them enter text manually. This is really handy for fields where you want to limit the input options, to save time for the analyst and to make sure that the input is standardized.
Getting ready
Make sure that SCSM is up and running and that you have sufficient privileges to edit a list. In order to complete this and the rest of the recipes in this chapter, you need to be a member of the Author or Administrator user role within SCSM.
How to do it...
The following lists are available in incident and problem management:
Incident Tier Queue
Incident Status
Incident Source
Incident Classification
Incident Resolution
Problem Status
Problem Resolution
Problem Classification
Problem Source
Urgency
Impact
Any of these lists can be configured through the Service Manager console. Here's an example of how to add a hardware option with two...
