Adding new Incident Category in SCSM – In Depth


Well !! In this Post we will talk about adding new Incident Category in SCSM  . It May be noted that Incident Management / Category is a default Category in SCSM and Cannot be Deleted . In this exercise we will see step by step as to how to create a new Incident category in SCSM .

Log into the server as Administrator :

Go to Service Manager > Library > Lists > Incident Classification :

System Center Service Manager Incident Category 1

Double Click the Incident Classification Link .

System Center Service Manager Incident Category 2

 

After that , Click on add Item and add a new Item As Operating System Issue . After that Add new Child Item under this as Blue Screen etc . Click ok  You will now see that all the items and sub items have been updated in the Incident Classification .

System Center Service Manager Incident Category 3

 

Now we are done on the server part . In order to confirm that these items have been visible to users as well . Let us log into a user system and see the user console as below :

System Center Service Manager Incident Category 4

 

Click on create request and you will see a window like this :

System Center Service Manager Incident Category 4

 

Click next and you will see that the new items have been added in the Incident box :

System Center Service Manager Incident Category 5

 

That’s it !!

 

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2 comments

  1. Dear Abheek,

    Hope you are doing well.

    I would like to thank you for “Adding new Incident Category in SCSM – In Depth”.

    Could you please advise the detailed steps on how to install the Self-Service Web Portal?

    I need the users to add incidents/service requests through the portal.

    I am using Service Manager 2012 SP1 and waiting to upgrade to 2012 R2 next week.

    Your support is highly appreciated.

    Thank you in advance,

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