System Center Service Manager 2010 includes several predefined queues. Additionally, you can create queues if your organization requires custom queues. For example, you can create an escalation queue named Exchange Send Problems Queue and then escalate that type of incident to that queue.

You can use the following procedure to create a queue.

To create a queue

  1. In the Service Manager console, click Library.

  2. In the Library pane, expand Library, and then click Queues.

  3. In the Tasks pane, click Create Queue.

  4. Follow these steps to complete the Create Queue wizard:

    1. On the Before You Begin page, click Next.

    2. On the General page, type a name in the Queue name box. For example, type Exchange Send Problems Queue.

    3. Next to the Work item type box, click the ellipsis button (). In the Select a Class dialog box, select a class such as Incident, and then click OK.

    4. In the Management pack list, select the unsealed management pack in which you want to store the new queue definition. For example, select Service Manager Incident Management Configuration Library. Then, click Next.

    5. On the Criteria page, build the criteria that you want to use to filter work items for the queue, and then click Next. Only work items that meet the specified criteria will be added to that queue.

      For example, select the Classification Category property in the Available Properties area, and then click Add. In the list, select E-Mail Problems, and then click Next.

    6. On the Summary page, click Create to create the queue.

    7. On the Completion page, click Close.

To validate the creation of a queue

  1. In the Service Manager console, verify that the new queue appears in the Queues pane.

  2. In the Tasks pane, click Properties, and then verify that the queue appears as you defined it.