Configure and maintain service management - Monitoring and Operating a Private Cloud - page 279

■ Impact: Select the initial impact to assign to incidents submitted through email.
■ Urgency: Select the initial urgency to assign to incidents submitted through email.
■ Support Group: Select the support group that will be initially assigned incidents
sent through email.

FIGURE 4-32 Incident template

Click OK to close the incident template. 5.

MORE INFO CREATING INCIDENT TEMPLATES
You can learn more about email incident templates and creating incident templates at
http://technet.microsoft.com/en-us/library/hh495665.aspx .

Managing problems
A problem is a Service Manager record that you create to minimize the chance that similar
problems, or related incidents, will occur in the future, or to minimize the impact of an issue
that you cannot prevent. Service Manager allows related incidents to be closed when a prob-
lem that they are related to is resolved.