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System Center 2012 Service Manager

12
May
2015

Related Items for Manual Activities

This morning I woke up and found in my inbox our partner’s request about attachments that SCUtils Email Connector adds to manual activities. Many of you know that the manual activity’s form in Microsoft System Center 2012 Service Manager does not have a Related Items tab. SCUtils Email Connector has an option to add the attachments from email messages related to SCSM Activities. But you cannot see and open the attached files in the manual activity’s form. That is why SCUtils Email Connector lets you attach the files to the activity’s parent work items (including Sequential and Parallel Activities) that have the Related Items.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

21
April
2015

How to get InstanceID to download a file attachment from a SCSM 2012 portal

Recently we have received a request from a customer that wanted to use our free product, SCUtils File Attachment, to let end users open file attachments related to the knowledge articles. Sometimes it is suitable to attach files like Word templates, scripts, large documents rather than place all these things into an internal content of a knowledge article. The customer planned to put direct links to the file attachments inside knowledge articles but did not want to query a SCSM SQL database each time to find InstanceID to create a link like this:

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

18
March
2015

How to edit LDAP Query filter of Active Directory Connectors

Yesterday I participated in the Service Manager Customer LyncUp call and even typed two messages. I expected to see a road map for the Service Manager vNext but my expectations remain my expectations. However, I noticed that some people asked the product team about a feature request/bug fix that would allow editing the LDAP query filters of Active Directory connectors in Microsoft System Center 2012 Service Manager. Currently you have to create a new connector because those settings are grayed out.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

18
March
2015

How to use SCUtils FileAttachment to send notifications with attachment links

After SCUtils FileAttachment was released, we started to receive questions about the use of this add-on. For those who can use Orchestrator to send the notification, using the solution is a very simple and straight task. But if you want to use the notification templates of Microsoft System Center 2012 Service manager, it could be a bit complex thing.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

09
March
2015

System Center 2012 Service Manager Knowledge Management report

In one of our previous posts, we presented a knowledge management report based on the OLAP cube. In this post, I provide management packs required to create a report that utilizes Reporting Services.

Categories: System Center 2012 Service Manager

02
March
2015

How to manage a way that makes it easy to capture experiences in Service Manager 2012

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.

Categories: System Center 2012 Service Manager

17
December
2014

How to notify an assigned user only when Manual or Review Activity is already In Progress

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. 

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

16
December
2014

How to notify an assigned IT analyst only when Manual Activity is already In Progress

It is quite easy to create a notification workflow to notify an assigned IT analyst when Manual Activity becomes “In Progress”. But sometimes it’s required to assigned the user when Manual Activity is already “In Progress”. You can create a notification that is triggered when the user is assigned (‘addrelationship’). But if you don’t want to bother people before the action, you have to check the activity’s status before the notification.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

10
December
2014

How to completely remove Exchange Connector’s instances in Service Manager 2012

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.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

18
November
2014

How NOT to email end users about converted work items or how to email in SCSM 2012 using VS C#

I spent most of my last weekend to help our customer to solve the situation with notifications for affected users. Originally, the customer had set up following the notification workflows:

  1. If a new incident is created, send an email to an affected user with details;
  2. If a new service request is created, send an email to an affected user with details.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

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.

Categories: System Center 2012 Service Manager

14
October
2014

Sample of the report for Service Requests with User Satisfaction Survey’s results for Microsoft System Center 2012 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.

Categories: System Center 2012 Service Manager

06
October
2014

Reporting trap in SCSM 2012 with Exchange Connector

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.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

22
July
2014

String was not recognized as a valid DateTime

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.

Written by: Marat Kuanyshev Categories: System Center 2012, System Center 2012 Service Manager

19
May
2014

How to get a user that marked a manual activity as completed in SCSM

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.

Written by: Marat Kuanyshev Categories: System Center 2012, System Center 2012 Service Manager, SCUTILS BLOG

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