This is a guest blog post from Sam Erskin (NN4 Consultants), one of our outstanding community contributors and “ MP XML guru” Dieter Gasser (Syliance IT Services). Thanks for sharing guys!
The default installation of SCSM is configured with sample names for the incident management views and lists. Most organizations have support groups with names personalized to their naming standards. Additionally the icons used in the sample configuration and the support folder are not available for views and folder created using the SCSM console (without XML editing).
Here is a process and steps to remove the sample configuration.
The next step is to delete the sample support group views.
SCSM Console | Work Items |Incident Management
Expand Incident Support Group
Select Tier 1 Open Incidents |Delete |Yes to the dialog
Repeat for the rest of the Tier x views
Remove the Incident Support Group folder
SCSM console |Administration |Management Packs
Select the unsealed management Pack : Service Manager Incident Management Configuration Library |Export
Browse to a destination folder for Example D:\ManagementPacks\Export |OK
Keep a copy of the original exported MP as a backup before proceeding with the next step!!!
Open the exported Management pack with an XML editor (For Example Notepad++)
Search for “ServiceManager.Console.IncidentManagement.TierQueues.Folder”
First occurrence will be a Category tag: <Category ID="ServiceManager.Console.IncidentManagement.TierQueuesFolder.Category" Target="ServiceManager.Console.IncidentManagement.TierQueues.Folder" Value="Incident!ServiceManager.IncidentManagement.TierQueuesFolderTasks" />
Delete it. From <Category … />
Continue search. Next occurrence will be a Folder tag. Delete it, including the parent Folders tag.