SCSM – Raising priority, if an affected user is a VIP

Now, we will create a System Center Service Manager related Runbook to increase the priority if the affected user is a VIP. Our VIPs are all members of a special Active Directory Group.

A Runbook will monitor the creation or updating of an SCSM Incident, get the affected user, check if the user is a member of our Active Directory Group, and increase the priority by changing the impact and urgency related to our SCSM Priority Matrix.

Getting ready

This recipe will leverage System Center 2016 Service Manager to monitor your incidents.

To successfully finish this recipe, follow the recipes in Chapter 2, The Initial Configuration of SCO 2016, to register, deploy, and configure the SCSM Integration Pack.

You will need at least one incident for testing:

1. In the Runbook Designer, expand the connection to the SCO 2016 server.
2. Navigate to Root\0.1-Cookbook\1.3-Chapter 5, and create a new folder called 1.3.5-Raise Incident priority for VIP.

How to do it...