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.
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not only the assigned analyst about a new assignment to the service desk’s ticket but also the analyst who has been withdrawn from that ticket.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.
Our product, SCUtils SurveyLite for System Center 2012 Service Manager, provides the functionality to gather user opinions about IT support team’s work. And some of our visitors have been asking about how to make this information available in SCSM reports. For SCSM super-pros this is an easy task but for others it isn’t so obvious. That’s why we’ve decided to make a sample report to present the approach how to achieve the goal. In our scenario we will create the report that lists SCSM incidents with user rate and comment if any.
Our team has a pretty bunch of exps in deploying Microsoft System Center products especially Service Manager. In one project the customer requested an interesting feature that could be valuable for you too. The client wanted to share the information about a voting progress with the Service Request’s initiator. It also wanted to provide the affected user with the voting decision (yes/no and the comment if any) of each voter.
This issue occurs because the system cannot retrieve trusted and untrusted certificate trust lists (CTLs). If the system does not have access to Windows Update, either because the system is not connected to the Internet or because Windows Update is blocked by firewall rules, the network retrieval times out before the service can continue its startup procedure. In some cases, this network retrieval time-out may exceed the service startup time-out of 30 seconds. If a service cannot report that startup completed after 30 seconds, the service control manager (SCM) stops the service.