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21
October
2014

And now one more report for Service Request with SLA details

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.

Service Manager 2012 out-of-the-box still lacks the ability to measure the duration of SLO instances within the related working schedules. All information you can see in the Service Manager’s reports is calculated for 24x7. During MMS 2012 we discussed the issue with the product’s team and on the TechNet forums there were discussions (like this) about the same problem. Finally, we developed SCUtils SLAInstanceDuration that today deployed in many SCSM environments by our customers and partners.

Last year we published a blog post described a way to create a custom report for Incidents with SLA duration. After recent blog post about Service Request reports we received numerous requests to do the same for Service Requests. You ask, we do. Please download the desired report here.

Below some screenshots of the report.

System Center 2012 Service Manager Service Request SLA Report

SCSM Service Request SLA Report

Categories: System Center 2012 Service Manager

Comments (4)

  • Andrew

    Andrew

    16 September 2015 at 07:51 |
    Hello, I am reviewing the SCUtils SurveyLite as well as this Service request SLA report.
    I've imported both MPs and run the synchronization.

    When I try to run the report. it threw out error as below

    Date: 9/16/2015 9:47:10 AM
    Application:
    Application Version: 7.5.3079.0
    Severity: Error
    Message:

    System.Exception: An error has occurred during report processing. ---> System.Exception: Query execution failed for dataset 'Table_ServiceRequests'. ---> System.Exception: For more information about this error navigate to the report server on the local server machine, or enable remote errors
    --- End of inner exception stack trace ---
    --- End of inner exception stack trace ---
    at Microsoft.Reporting.WinForms.ServerReport.ServerUrlRequest(Boolean isAbortable, String url, Stream outputStream, String& mimeType, String& fileNameExtension)
    at Microsoft.Reporting.WinForms.ServerReport.InternalRender(Boolean isAbortable, String format, String deviceInfo, NameValueCollection urlAccessParameters, Stream reportStream, String& mimeType, String& fileNameExtension)
    at Microsoft.Reporting.WinForms.ProcessingThread.ProcessThreadMain(Object arg)
    System.Exception: Query execution failed for dataset 'Table_ServiceRequests'. ---> System.Exception: For more information about this error navigate to the report server on the local server machine, or enable remote errors
    --- End of inner exception stack trace ---
    System.Exception: For more information about this error navigate to the report server on the local server machine, or enable remote errors

    Are there anything I missed for the StoreProc to run behind?

    Please advice, thank you very much

    reply

    • Marat Kuanyshev

      Marat Kuanyshev

      16 September 2015 at 07:59 |
      Hi Andrew,
      Please make sure that all management packs for the SCSM Data Warehouse are properly imported and synchronized with the Data Warehouse. It seems that not all required tables have been created in DWDataMart database of the Data Warehouse.

      reply

  • Alexis

    Alexis

    05 March 2018 at 19:57 |
    Hi Marat.
    First of all, many thanks for your time publishing this how-to and sharing this MP.
    I have the exact same error Andrew found. It seems that the report are looking for "Table_ServiceRequests" and "Table_Incidents". In my DWDataMart I can only find IncidentDim and ServiceRequestDim (among many others, of course). I've double checked the MPs and they seems to be all imported.
    I'm using SCSM2016. Maybe is this the problem?
    Thanks again.

    reply

    • Marat Kuanyshev

      Marat Kuanyshev

      05 March 2018 at 20:23 |
      Hi Alexis,
      Are you sure that you've deployed "SCUtils SLAInstanceDuration 2016"?

      reply

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