Hi Guys I'm new here to IVANTI SM but have relatively good skills on ITSM solutions
I just need someone to walk me through the SM for Incident Management creation and i believe i can take it on from there
I will tell you how i do it with other solution and maybe you can point it out for me the way it works on SM
So basically this is how i understand,
1. There are 3 fields called Category,Sub Category and item, what i do with this field is Category becomes Network department, Sub category become cisco router issues, item become unable to setup the VPN connection
.....Note: I create a group - Network Support group and added 4 team members
2.I then create a business rule saying if all is equal to or any of the following, category is network department, sub category cisco router issues item unable to setup VPN connection then move to Network support team ....Note: basically what i have done below is a workflow of some sort, where i have defined certain parameters and if those parameters are met, then move to the network support team - which is a group/team i have created
3. Lastly i create an SLA which matches the above same parameters. The application is smart to attach the SLA to the network support team group So when a user filling out a self service incident form, selects the category, sub category and item field matching those parameters, and submits the form, the business rule takes effect and the SLA is attached
Please this is my understanding and i believe it is the same on every platform but i need direction to some of this configuration on SM as the names are very different and many