In System Center Service Manager 2010, you can use the following procedures to create and customize an incident view.

Views let you group incidents that share certain criteria. For example, the following procedure helps you create a view that lists all the incidents in which the classification has been set to E-mail Problems or to some other classification. You can also customize the All Incidents view.

To create an incident view

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management.

  3. In the Tasks pane, click Create View.

  4. In the General section of the Create View dialog box, type a name for the view in the Name box. For example, type E-mail Incidents.

  5. In the Description box, type a description. For example, type All incidents in which the classification is E-Mail Problem.

  6. Click Criteria.

  7. Next to the Search for objects of a specific class list, click Browse.

  8. In the Select a Class list, under View, select Combination classes, select Incident (advanced), and then click OK.

  9. In the Related classes box, ensure that Incident is selected. In the Available properties list, select Classification Category, and then click Add. You might need to scroll to see the Add button.

  10. At the end of the Criteria section, in the Criteria definition area, select E-mail problems. When complete, the criterion resembles [Incident] Classification Category equals E-Mail Problems.

  11. Click Display, and in the Columns to display list, select Status, Classification Category, and Description. Next, under Assigned To User, select Display Name. Then, click OK.

To personalize an incident view

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management, and then select an incident view. For example, select All Incidents.

  3. Right-click any view column heading to resize columns, to remove items from the results, or to change column sorting and grouping. Repeat this step until you are satisfied with the results.

To validate the incident view creation

  • In the Work Items pane, ensure that an E-Mail Incidents view exists under Incident Management. Ensure the view displays all the incidents in the E-Mail Problems category.

    It might take a few seconds for the new incident view to appear.