Here is a process and steps to remove the sample configuration.
A number of the default templates are configured to use the Tier 1 support group. You must either delete the templates or edit the support group field using these steps.
SCSM Console |Library |Templates |filter by incident
Select a template |Properties |Ensure When I click OK, open the template form is ticked |Click OK
Delete the Entry in the Support group field
Repeat for all Incident Templates with the support group field populated
High Priority Incident Template
Default Incident Template
Software Issue Template
Printing Issue Template
Hardware Issue Template
Networking Issue Template
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.
* <Folder ID="ServiceManager.Console.IncidentManagement.TierQueues.Folder" Accessibility="Public" ParentFolder="Incident!ServiceManager.Console.IncidentManagement" />
Continue search. Next occurrence will be a FolderItem tag. Delete it.
<FolderItem ElementID="SMConsole!Microsoft.EnterpriseManagement.ServiceManager.UI.Console.Task.CreateGridView" ID="ServiceManager.Console.IncidentManagement.FolderItem.CreateTierView" Folder="ServiceManager.Console.IncidentManagement.TierQueues.Folder" />
Continue search. Next occurrence will be a ImageReference tag. Delete it.
<ImageReference ElementID="ServiceManager.Console.IncidentManagement.TierQueues.Folder" ImageID="Incident!Wunderbar_IncidentManagement_16" />
Continue search. Next occurrence will be another ImageReference tag. Delete it.
<ImageReference ElementID="ServiceManager.Console.IncidentManagement.TierQueues.Folder" ImageID="Incident!Wunderbar_IncidentManagement_24" />
Continue search. Next occurrence will be a DisplayString tag. Delete it
<Name>Incident Support Group</Name>
<Description>Contains Incident Management support group views</Description>
Continue search and delete all remaining DisplayString tags that are found.
This would be in all the other languages supported by SCSM
Import the modified MP into SCSM |SCSM Console |Administration | Management Packs |Import
There is a warning message because you will be overwriting an existing MP. Click Import
Close the SCSM Console and Re-open to validate
SCSM console |Library |Lists |Incident Tier Queue
Double Click to Edit
Select Tier 1 |Click Delete
Repeat for Tier 2 and Tier 3
Sam Erskine (www.NN4consultants.com )