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.
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.
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.