SCSM Apps

Install: Console Tier Mappings

The Cireson Console Apps Tier Mappings app allows all the tiers within SCSM classes to be mapped directly to a specific AD group within the CMDB. This app works with Notify Analyst, My Active Work Items, Outlook Console, Group Assign and Tier Watcher. It allows one or all available tiers per class to be mapped directly to a chosen AD group from the CMDB. It also allows for the selection of custom Change request and Manual Activity tier properties.

The following set of instructions will walk you through how to configure the  Console Apps Tier Mappings app.

Step 1: Install Console Apps Tier Mappings app

To install the Console Apps Tier Mappings app, import the provided Management Pack (MP) into SCSM. To complete this installation, perform the following steps:

  1. Navigate to Administration \ Management Packs
  2. Select “Import” on the Tasks menu
  3. Import the provided Management Pack
  4. Restart the SCSM console

Step 2: Configure Console Apps Tier Mappings app

After importing the Console Apps Tier Mappings app, you will need to configure the application settings within the Administration section of the SCSM Console and add the Support Group mappings for the console apps. To complete the configuration, perform the following steps:

  • Navigate to Administration \ Settings
  • Select “Cireson – Console Apps Tier Mappings” and select “Edit” in the Tasks menu
  • For the SCSM Work Item classes Incident, Service request, Change Request, and Manual Activity, select the "Add All" button to populate the system support group entries. (Note: the Change request and Manual Activity classes must be extended to have this property).
    • For Change Requests and Manual Activities, you will need to select the appropriate Support Group enumeration from your class extension to be able to start populating the mapped groups.
  • Map the Support Group to the Active Directory Group that matches it. Support groups can be deleted from the list as well.

Step 3: Using Console Apps Tier Mappings app

Following the configuration of the Console Apps Tier Mappings app, Admins within SCSM will need to review and possible update the setting for the following apps:

  • My Active work Items
  • Group Assign
  • Tier Watcher
  • Outlook Console
  • Notify Analyst

Certain Settings and options will no longer exist as they are being applied with the Console Apps Tier Mappings app.

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