For the beginning, let’s invite you in our recent history. In our first project with Service Manager we used Microsoft System Center Service Manager 2010. And not surprising, our customer insisted that SLA target resolution time for each ticket had to be adjusted in accordance with the customer’s working schedule and calendar. SCSM 2010 did not provide this functionality and we built our first complex customization for Service Manager.
Last year we published a post about creating a report that presents the results of the satisfaction survey for Incidents in Microsoft System Center 2012 Service Manager. The blog’s post described the steps required to create a similar report for Service Requests. However, not all of our customers have enough time and skills to deal with reporting in the SCSM.
As many of you know, in Service Manager 2012 it is not easy to find out who exactly marked a Manual Activity as Completed. This information can be found in the history of the Manual Activity where the user is mentioned in the form of so-called 'Down-Level Logon Name' or DOMAIN\UserName. Needless to say that sometimes it is hard to realize that Contoso\josmi is actually John Smith.
In this post, I will show how to add information about an existing class to the SCSM Data Warehouse and quickly generate a report without developing skills. In the same way, you can add the information about your own custom class.
Many SCSM customizers who use Service Manager with non-US regional settings and try to set DateTime value using SMLets cmdlets in PowerShell scripts meet ‘String was not recognized as a valid DateTime’ error.
Last week one of our customers asked how to get a person who actually completed a manual activity. After some investigation, I’ve realized that the only source of that information is a history log of the manual activity.
In the first post I described a situation with custom enumerators and outriggers in Microsoft System Center 2012 Service Manager. This situation is common for all currently existing versions of the application.
Many IT professionals working with Microsoft System Center 2012 Service Manager have to extend the default Service Manager classes. The one of the most common cases is adding a new property with the type of Enumerator (List) and an appropriate outrigger for Data Warehouse. The extending of the existing classes is quite simple and straightforward. However, it is easy to run into a problem if you use the custom list (enumerator) and want to see it in the OLAP cubes.
I recently encountered an unusual issue when upgrading from Operation Manager 2012 SP1 to Operation Manager 2012 R2. Actually, update itself did not cause any problems, everything went well. However, after the upgrade each time when I ran the web console a window appeared with a proposal to do an additional setup.
Recently I was asked how to make a service request change its status from ‘Completed’ to ‘In Progress’ when a new activity was added as a last one in Microsoft System Center 2012 Service Manager. This customer said that it was required in some scenarios and told that it worked for change requests. The idea was to create a custom workflow to realize the required logics.
In this post I described how to create a custom report based on the standard one to present a list of incidents with additional columns Rate and Comment defined in SCUtils SurveyLite. Many of our customers also ask us to do the same for SLA instance durations calculated by SCUtils SLAInstanceDuration solution. I also met the similar requests on the SCSM forums and finally decided to create the report with the information about SLA’s status, name and duration.
In this post I’d like to share one solution for Microsoft System Center 2012 Service Manager that we were recently asked. One company has a practice to notify not only the assigned analyst about a new assignment to the service desk’s ticket but also the analyst who has been withdrawn from that ticket. It asked us for help in doing that for its Service Manager setup.
In this post I wrote how to manage GUID type of the script parameters. Now I want to present an example of such a scripts. Some of SCSM 2012 customers have noticed that ‘Actual End Time’ field of Change Requests is not being populated in the last version of Microsoft System Center 2012 Service Manager. I don’t know why the vendor has removed this workflow but sometimes this field is required in reports to assess the average (max, min) durations of different types of the change requests.
In my previous post I’ve described in detail what type of the parameter SCSM2012 Authoring Tool automatically assigns for the Powershell script’s parameter if this parameter is GUID (in that post it was ID of Service Request). And I mentioned that we needed to control the script’s text in XML file. That is definitely awkward and one of my colleagues has prompted me how to avoid that.