The reality proves that the comprehensive and up-to-date knowledge base is an essential and laborious tool. We can accumulate tons of the resolved incidents with detailed (sometimes not so detailed) resolutions but our knowledge base may stay a desert. Some of the ITIL implementers think that an ability to edit the knowledge article in the web browser can change the status quo but the experienced practitioners know for sure that only a complete and present-day “how-to-do” database can encourage the end users to search in the KBs before creating a ticket.
In my previous post, I published a notification workflow that informs an assigned IT analyst about a new assignment to a Manual Activity with “In Progress” status. Soon I got a feedback that it would be fine if the workflow also sends an email for the users assigned to Review Activities.
When you delete Exchange Connector management pack without prior deleting the connector’s instances, you get the orphaned connectors in the SCSM console that you cannot delete. Even after you import the Exchange Connector management pack back, the situation stays as bad as before.
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.
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.