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

By |2013-05-03T12:51:47+01:00May 3rd, 2013|Automation, Service Manager (SCSM)|4 Comments

About the Author:

Jakob Gottlieb Svendsen

Twitter: @JakobGSvendsen

Jakob Gottlieb Svendsen is a Microsoft Cloud and Data Center Management MVP (, Working as Global Lead Developer, Senior Consultant and Trainer at CTGlobal, where he is one of the driving forces in keeping CTGlobal a System Center Gold Partner and member of the System Center Alliance.

Since he started at Coretech in 2007, he has focused on Scripting and Development, primarily developing tools, extensions and scripts for the System Center Suite. His main area is Automation (including OMS/Azure Automation, Service Management Automation, PowerShell and Orchestrator). Another area is Windows Azure Pack / Azure Stack, where he does implementation, development, workshops and presentations. He is a world-wide renowned voice in the Automation field.

He is passionately devoted to the community, to which he contributes by being a moderator at TechNet and sharing his knowledge at

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  1. Stijn May 3, 2013 at 13:49 - Reply

    Hi Jakob,

    This is correct, it also applies to changes,…
    Instead of modifying the id in the runbook, I export/import the management pack in order to adjust the prefix issue.
    For example activities from a change template don’t have a prefix either. Adding the following piece of XML in the template section solves the issue:

    For incidents the class is troubleticket.
    Using a XML mod is easier, as you only modify it once and solve the issue at the root cause.

    Just my 2 cents.


    • Jakob Gottlieb Svendsen
      Jakob Gottlieb Svendsen May 3, 2013 at 14:43 - Reply

      Hello Stijn

      Yes you are right you can edit the XML manually, but in this case, my customer rather want to change runbooks than XML.

      i will add that solution ASAP to this article.

  2. SEM January 10, 2019 at 17:42 - Reply

    Works like a charm!! Thank you so much, big help!

  3. SEM January 10, 2019 at 17:42 - Reply

    Works like a charm!! Thank you so much, big help!

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