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Posts tagged ‘service manager’

17
Feb

SCSM: Include Affected/Assigned To User of Parent Work Item in Notifications

If you have ever wanted to include data properties from parent work items in your Service Manager activity notifications, you may have come across this blog: https://blogs.technet.microsoft.com/servicemanager/2012/04/03/using-data-properties-from-the-parent-work-items-in-activity-email-templates/.

This information is great as long as you want to include properties from the Work Item class. However, if you want to include the Affected User or Assigned To User in these e-mails, this gets more complicated as this cannot be generated using the UI. Read moreRead more

11
Apr

Service Manager 2012 SP1 CU2 Install Error

I ran into an issue when attempting to install CU2 for Service Manager 2012 SP1.  I wanted to share the error and solution in case anyone else came across the problem.  In my scenario, I was able to successfully update all Console, my Data Warehouse Management Server, and my Self-Service Portal servers, without issue.  However, on my Primary Management server the update failed and provided the following error:

An error occurred while executing custom action: “_Installhealthserviceperfcountersforpatching”

Read moreRead more

9
Jul

Notification workflow on Work Item assignments (Part 2)

This is a follow-up post to my original post on this topic: SCSM: Notification workflow on Work Item assignments.

With the release of Service Manager 2012 there are now two new work item types, Service Requests and Release Records.  It is also possible to create notifications for assignments of these new work item types.  This is done just like it was done in the original post using the same concepts.

I have attached two new working management pack examples.  One more Service Request and one for Release Records.  Just like the previous packs, you will need to update the notification template GUID to get them to work.  Also, the Service Request example that is attached works similar to the Incident example is my previous post (it also notifies the Affected User that their ticket was assigned).

<WorkflowArrayParameter Name=”NotificationTemplatesType=”guid>
<Item>Change this GUID</Item>
</WorkflowArrayParameter>

AssignmentChanges.Notification.ManagementPacks2.zip

 

10
Mar

SCSM: Notification workflow on Work Item assignments

Update: I have written an additional blog entry on this topic to address both Service Requests and Release Records.  This post can be found here: Notification workflow on Work Item assignments (Part 2)

The Microsoft Service Manager team has written two great blogs on how to create the workflows required in Service Manager to send out notifications when a work item has been assigned/re-assigned.  Initially you might think this could be done in the UI, but actually it must be done in XML.  The Service Manager team has provided great examples on how to do this for both Incidents and Activities.

The blog for Incidents can be found here: http://blogs.technet.com/b/servicemanager/archive/2009/12/15/custom-notification-workflow-on-incident-assignement-or-re-assignment.aspx?PageIndex=2.

The blog for Activities can be found here: http://blogs.technet.com/b/servicemanager/archive/2010/03/12/custom-notification-workflow-on-activity-assignment-or-reassignment.aspx.

I followed the blogs above and got it working in no time for both my Incidents and Activities.  However, I also wanted to do this for my Problems and Change Requests.  Read moreRead more

14
Feb

Coming Attractions: Service Manager & IPv6

On this fine evening, we wanted to share with you a little preview of coming attractions, which will hopefully appear in future posts. Two of our projects revolve around Microsoft System Center Service Manager and IPv6 (separate endeavors). Both of these hold good promise for our organization and where we go with each may help you as well.

Through the years, we’ve used a couple different help desk and change management tools–Track-It! and Alloy Navigator–and in each, we’ve run into issues and shortcomings. Track-It! was fine as a ticketing system, but provided very little correlation (if any), no audit trail, and sparse asset management. Alloy is a step in the right direction with a pretty comprehensive set of features, ranging from Purchase Orders to Incident and Change Management to Asset tracking, but the application and system itself are fraught with bugs, counter-intuitive processes, etc. In other words, lots of ongoing work which is worthy of many tickets itself.

So we’re venturing into Microsoft’s Service Manager territory and are very interested in the integration with the rest of the System Center suite (Configuration Manager and Operations Manager), as well as Active Directory. We’re also checking out Provance IT Asset Management, a management pack for SM, which enhances the product and provides an otherwise absent financial piece. Looking good so far!

On the networking side, we’ve been in the R&D phase with IPv6 (Internet Protocol version 6) for a few months now since receiving our own /48 block of addresses from ARIN. The documentation online is a bit sparse and mostly targeted to either consumers (Teredo) or ISPs, but we’re finding some nuggets in the digging.  Some good resources thus far are:

IPv6 is quite the undertaking, but as we work to roll it out in our organization, we’ll be sharing info to help in yours.