Send Email for SCSM 2016 – Service Request

System Center Service Manager 2016 have been released for quite a while now and more and more are starting the upgrade process. As you probably know, the .NET framework has also been bumped to 4.5.1, which effectively means that all solutions made in the old .NET 3.5 Framework also needs to be upgraded. Microsoft have done their part, but all custom solutions needs to be upgraded as well as community solutions. One of those solutions is the popular Send Email  made my Travis Wright for Incident (codeplex project uploaded by Christian Booth)and later adopted to Service Requests by Patrick Sundqvist. [...]

By | 2017-03-27T23:08:18+00:00 March 27th, 2017|Service Manager (SCSM)|4 Comments

VIP Users Part 2 or how to synchronize group membership from AD to SCSM

Dealing with VIP users is a common practice within Service Management. This old blogpost explains a very good approach to mark VIP users in SCSM as VIP users. We simply extend the User class with an extra boolean property (true/false) and we then expose that property on the Incident right under the Affected User. That way Analysts can quickly see if the person is VIP and you can also make various workflows or notifications based on this property.   What is missing in the above post is how we figure out who is VIP or not. For many, this relationship [...]

By | 2017-08-30T11:48:15+00:00 November 15th, 2016|Automation, Powershell, Service Manager (SCSM)|2 Comments

Azure Automation + Slack + Service Manager

In this post I will demonstrate an example on how to use the popular team collaboration tool Slack together with Azure Automation to retrieve data from your on-premise SCSM environment. The data in this example are Incidents retrieved via an Azure Powershell runbook. The setup is very simple and does not require any development skills (only a little powershell ). The scope could easily be extended to more useful scenarious such as sending reviewal messages to your managers or perhaps a Change Advisory Board (CAB) to accept or decline Review Activities in their small team meeting room. This is just [...]

By | 2016-09-21T16:37:43+00:00 September 21st, 2016|Azure, Service Manager (SCSM)|1 Comment

Cireson Portal – Getting started with customization and general tips & tricks

  This post is made to help you get started with customizing the Cireson self-service Portal, but also includes a collection of customization code examples and tips you perhaps didn’t know about. The blogpost will mainly focus on customization done in CSS and Javascript/jQuery and not the customization you can do via the Cireson administration GUI or JSON files. If you are new to the Cireson Portal I would recommend you to read up on some of the good knowledge articles Cireson has on the topic. I’ve gathered a list here which also include some external ressources from the community. [...]

By | 2017-08-30T12:31:18+00:00 July 12th, 2016|Service Manager (SCSM)|0 Comments

SCSM Send Email for Cireson Analyst Portal

07-12-2016 Updated to support Cireson Portal 6+ Many people still use the community solution called Send Email made by Travis Wright for Incident and later extended to Service Requests by Patrick Sundqvist. This allows the analyst to write a message to the Affected User or other related users on the Incident or Service Request and wrap the message in a nice email notification with prefilled information of your own choosing. Example:   At the same time you can control what should happen to the Incident or Service Request after the email has been sent – for example if the Message [...]

By | 2017-08-22T09:28:44+00:00 December 15th, 2015|Service Manager (SCSM), Tools|0 Comments

Service Manager & Orchestrator – Management Pack Transfer Tool by Coretech Beta 4 is OUT!

Beta 4 has been uploaded.  a bug was fixed: In some cases not all runbooks in the MP was found. Fixed the issue. Unfortunately there was a problem with the source code, which meant having to re-do the fixes from beta 2 and 3. Please report back if there is any problems! thanks! see changelog in the gallery.   Get the new version here: https://gallery.technet.microsoft.com/Service-Manager-Orchestrato-3d9b3960

By | 2015-08-10T13:35:34+00:00 August 10th, 2015|Automation, Service Manager (SCSM)|0 Comments

Impacted Business Services – Free console task for SCSM

UPDATE: 24-11-2015: Version 2.0: Added support for localization. Open the new provided Coretech.ImpactedBusinessService.Configuration.xml Management Pack and edit/add language pack sections (instructions inside) Example of German translation (thanks to Florian Schwendtner): Added ability to choose own columns related to the System.Service class (instructions inside configuration management pack) The Listview is now a Service Manager listview Added new transparent task icon   Often you want to quickly determine which Business Service(s) is affected/impacted from a Change Request when making a certain change to a Configuration Item, e.g. a database, computer, network component etc. There is no quick way to achieve this today [...]

By | 2015-05-12T12:46:53+00:00 May 12th, 2015|Service Manager (SCSM)|2 Comments

SCSM 2012: Custom Forms – Simple way to lock controls in Edit mode (Only using XAML)!

A decent part of my work is in customizing Service Manager. Last year i was contributing author on the Service Manager 2012 Unleashed book, specifically writing chapters about customization (together with Kurt Van Hoecke) The chapter 23 talks about creating your own forms in Service Manager. Get the book here: http://www.amazon.com/System-Center-Service-Manager-Unleashed/dp/067233707X/ref=sr_1_1?ie=UTF8&qid=1422965008&sr=8-1&keywords=service+manager   In this article I want to show how you in a very easy way can disable controls, based on if it is a new object (creation) or existing object (editing). I have specifically used this method to lock the field that is the key. In this case I [...]

By | 2015-02-03T13:13:36+00:00 February 3rd, 2015|Service Manager (SCSM)|1 Comment

Automation / SCO / SCSM Tip: Always retry when trying to update an items or any other action in external systems (how to use looping)!

In my work on automating system center service manager, I have learned my lessons! On my blog i want to share bits of my experiences so that hopefully you do not hit the same issues in your automation.   TIP! Always retry your actions when trying to update an item in service manager and it is always a good idea to think about retried when connecting to any system! cloud or on-prem!   Why? you might ask In this case it is about the  dreadful service manager error message for “The item has been changed by another user or process. [...]

By | 2017-08-22T09:25:51+00:00 January 15th, 2015|Automation, Service Manager (SCSM)|0 Comments

Service Manager powershell snippets

Merry x-mas! In today’s December calendar tips & trick I'm going to a post some useful powershell snippets for Service Manager. As we all know, the December 11th is the special day where the Bethlehem-powershell star outshined all the others.        The scripts here is mostly for administrative purposes. They are of course provided “as-is” so feel free to expand/optimize/ include more error handling etc. Create Management Pack UPDATE: Script now works with different windows localization. Default language will now be set according to the console language user preference and not the windows locale Unfortunately we are not [...]

By | 2014-12-11T09:36:00+00:00 December 11th, 2014|Powershell, Service Manager (SCSM)|0 Comments

How many Incident Requests are resolved within the same day?

Do you use System Center Service Manager, and do you or your boss want to know how many Incident Requests the support team are resolving within the same day as it was created? If yes, then you are on the right blog post. Run the query below against the Data Warehouse database DWDataMart, and you will get a monthly trend report on resolved Incident Requests. Configure variables in the Query There are two variable in the Query you need to configure before you run it. SET @Year = 2014; define the year the request was resolved SET @Supportgroup = '1. [...]

By | 2014-12-05T08:20:00+00:00 December 5th, 2014|Service Manager (SCSM)|0 Comments

SCSM & SCO – Management Pack Transfer Tool Beta 3 – Freeware!

New version out! a few bugs have been fixed, and the mappings are now kept properly! (see changelog below)   Download from TechNet Gallery   Have you ever tried to transfer some Request Offerings that contains runbooks from one environment to the other? You will notice that is it not possible by default. Problem is that the links to the runbooks do not work anymore since all the runbooks has been re-imported and have been assigned new IDs. by using this easy 4 step procedure you can accomplish a successful transfer!   How to (also in ReadMe): Step 1 – [...]

By | 2014-01-29T15:03:04+00:00 January 29th, 2014|Automation, Service Manager (SCSM)|6 Comments

AD-Connector – Running with Error: Stopping at 92% – Object instance not set to an instance of an object

Yesterday I encountered an error I haven’t seen before when trying to set up a new AD Connector in SCSM. The connector always stopped at 92% and generated the following error in the eventlog: [crayon-59c504c0d9a4d423769110/]   As I couldn’t find anything on the net, I started digging into the error. The error says something about Managers relationship, so I figured I needed to look there. It turned out that there was 10 disabled users in AD that still had Direct Report Users in their AD User. So in other words: some people had a Manager that was disabled. And since [...]

By | 2014-01-29T10:47:38+00:00 January 29th, 2014|Service Manager (SCSM)|1 Comment

Set-SCSMTemplateWithActivities powershell script

UPDATE 02-01-2014: Fixed some issues in script   When dealing with the cmdlet: Set-SCSMTemplate in SMLets, you might have noticed that if you apply a template with activities, the prefix of the ID’s (e.g. RA300 or MA250) is all missing. And it’s the same issue if done via the SDK or Orchestrator. One workaround, described by Lee Berg here: http://www.leealanberg.com/blog/2013/03/13/scsm-automated-service-request-smlets-creation-issues-and-work-arrounds/ is to modify the management pack that contains the template, and then insert the prefix like this: MA{0}. This approach works, but can be quite cumbersome as it takes time to do and also “locks” the template so any modification [...]

SCO/SCSM 2012: Approval does not work from portal when review activity was created by runbook/script/SDK!

Today i had this weird problem.   The Review activities i created from my orchestrator runbook, did not work! I was able to approve, but they never completed! But this was only the case when approving from the portal. It worked as expected from the console!   After some research i managed to find the problem: Approval Condition was NULL! This means that the Review activity will never complete.   So why did it work from the console? Well you see, the default dropdown value for the “approval condition” is unanimous! and therefore, whenever i opened it in the consoel [...]

By | 2013-12-20T11:32:47+00:00 December 20th, 2013|Automation, Service Manager (SCSM)|5 Comments

How to create a link to a Knowledge Article in an email template

What if I told you.. you could make a direct link to a knowledge article that is attached to an Incident (or other workitems) and present it in an email template to a user. Scenario:   1) The supporter gets a new Incident from an end-user: 2) Instead of writing the same message over and over, he or she decides to attach a knowledge article related to the issue and send a little message along to the end-user: 3) The end-user then receives a new email triggered from the SendEmail worklfow 4) He can then click on the link and [...]

By | 2013-08-01T21:29:56+00:00 August 1st, 2013|Service Manager (SCSM)|1 Comment

Service Manager 2012 R2 Preview – Features and updates

Just installed Service Manager 2012 R2 Preview version! Download available here: http://www.microsoft.com/en-us/server-cloud/system-center/system-center-2012-r2.aspx As I couldn't find any good release notes information, I thought I'd make a first-move on any new stuff.  I will try to update this post regularly as I discover things. These are the official release notes: What's new in Service Manager 2012 R2: http://technet.microsoft.com/en-us/library/dn299380.aspx  Release notes for Service Manager 2012 R2: http://technet.microsoft.com/en-us/library/dn299381.aspx The links sound promising, but doesn't actually state anything. Installation I installed this on a virtual machine running Windows Server 2012 R2 Preview Standard edition with SQL2012(yeah why not go all in on R2? ). [...]

By | 2013-06-25T16:42:48+00:00 June 25th, 2013|Service Manager (SCSM)|1 Comment

SCO 2012 / SCSM 2012: Using Create Incident With Template

  The Service Manager 2012 Integrations Pack includes an activity to create Incidents using a template. Unfortunately, by default it does not create the incident correctly. Luckily the Solution is really very easy!   All you need to do is 1. Add the optional field ID 2. Change the value from {0} to IR{0} This makes sure that the Incident is correctly created. This method might apply to other classes and activities too