ISupport - Service Request Update page Progress section

Hi folks,
iSupport 11.5.10.2
On iSupport's Service Request Update page (IBU_CF_SR_190_G), is there any way in the Progress section to display only certain kinds of information? For example, right now, Progress section displays Notes, Status Changes, Severity Changes etc. Is there a way to display, say, only Notes?
Kind Regards.

Steps to do the configuration:
1.Login to EBS
2.Select the Application Developer Common Modules Responsibility.
3.Selct the Region Function.
4.Query for IBU_CF_SR_DTL_PROGRESS_TABLE region.
5. Using this region you should be able to enable only Notes to show up in the progress region.

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I've run into a couple of Service Request status issues. I'm convinced the SR status workflows are not as well designed as the other out of the box work item workflows. I've recently run into a problem with Service Requests failing to start (i.e. stuck forever
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import-module smlets
#Variable Setups
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the important part of that script is the bit where i'm walking each child and checking it's status. you could adapt this to your situation with some framing adjustments.

BROKEN Service Request Manager Page!

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Service Requests stuck In Progress

I have about 20-30 service requests that are stuck in the In Progress state. The activities on the Service Request have been completed.
I have tried restarting the services below and deleted the HealthServiceStore.edb file in the folder C:\Program Files\Microsoft System Center 2012 R2\Service Manager\Health Service State\Health Service Store
Microsoft Monitoring Agent
System Center Data Access Service
System Center Management Configuration
I have everything to my knowledge short of rebooting the server. Is there anything else I can try?

I wrote a blogpost on how to detect stuck SR using a script, and a script that will kickstart it again (some requests have activities that are stuck in pending which is even worse). Also finds the ones with all completed activities but SR is still active.
http://codebeaver.blogspot.dk/2014/07/restarting-workflow-scripted.html
@Thomas
Didn't know you could use -Value "Closed" as this is an enumeration. Anyways, if you wan't to be language-independent you can use (free from memory - not tested)
$ClosedStatus = Get-SCSMEnumeration ServiceRequestStatusEnum.Closed # Something like this :D
$SR | Set-SCSMObject -Propertyhashtable @{Status = $ClosedStatus}
Cheers,
Anders Spælling
Senior Consultant
Blog:
Twitter: LinkedIn:
Please remember to 'Propose as answer' if you find a reply helpful

SCSM 2012 R2 - Activities have been completed but Service Request staying In Progress

I have noticed that a number of service requests that are shwoing with the status as 'In Progress' have actually had all the related activities resolved.
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tamrep

There were in deed some needing attention under activity status changed, but no errors showing in the log.
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Hi,
In inbox search, the status change for a service request does not reflect until the user log offs or opens the service request in edit mode. PFB the steps followed. (Two users are monitoring the service request but is being processed only by one)
Web UI window 1(User 1): I open the inbox search result page. Service requests are displayed with the status field
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Observation:
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Regards,
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Edited by: Radhika Chuttani on Jan 5, 2011 7:13 AM

Radhika,
This is standard behavior in the SAP inbox. The reason is that SAP buffers search results in the Inbox in order to improve performance. So even though you hit "search" again, SAP does not update the search results because this search has already been executed in this session. Clicking "End" or logging off refreshes the buffer.
SAP released a note to update the "Responsible Employee" in the Inbox without requiring the user to log off. You can see their explanation and the solution here:
https://service.sap.com/sap/support/notes/1465966
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Hello CRM Experts,
I am trying to change value of a field - "object_id" of table "CRMD_ORDERADM_H" while creation of a service request. I am doing this by implemeting BADI - CRM_ORDERADM_H_BADI, method - CRM_ORDERADM_H_MERGE. In this method I am creating a new number and updating it in Object_id field of orderadmh table. This badi is getting called on every button click like - NEW, SAVE, even on pressing enter in service request creation page.
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Actually another way of doing this would be to create a new BTE function module instead. You can control the timing so that the function module will only fire once upon save if you configure the correct event timing.
To find out more on how to use this do a search here on CRMV_EVENT or run that transaction code in your system and click on "read this information".
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Transaction Category - BUS20001 - or specific category that you need.
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Hi there!
I am experiencing this OAF issue:
When creating a new Service Request there is a section "Problem Description" where we can see DFF, Summary and Notes.
The Notes region I can see is extended from another Region where there is the Notes Type and the actual Note to be entered (TextInput). But when creating a new Service Request I cannot see the Note Type messageChoice and don't know why. If I open the personalization page by clicking on "Personalise Page" link Ican see the Note Type item and it's visible according to the information but I still cannot see it. Is there any setup here that is used in the controller to hide the item? Is there something else happenning? Please, help.
//Patricia

Hi!
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SCSM 2012 R2 Portal - Publishing Service Request and Change Request.

Dears,
Sorry for this questions, it is very basic.
I want links on how to create below things:
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How to publish this request to Portal
Create Change request approval flow such: approve creating user and mailbox
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Thanks

In addition to Thomas and regarding your assumption "I am not sure if the books help on this points":
In the
Microsoft System Center 2012 Cookbook in the chapter 5 starting on page 148 the detailed steps "how to create a request offering for a new user request" are described.
Each recipe in this chapter describes how to setup a request offering with all related components to get this done.
The recipes you need in this chapter are:
Creating Service Request templates, page 148
Creating Service Request activities, page 151
Creating Service Offering categories, page 157
Creating Service Catalog Request offerings, page 159
Creating Service Catalog Service offerings, page 167
Publishing Service offerings and Request offerings, page 176
Working with Service Requests in the portal, page 183
Creating Service Request notifications, page 187
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"Unanimous (only one reviewer
needs to approve)" -> it must be "Unanimous
(all reviewers
must approve)"
I am pretty sure the recipes will work because I wrote the chapter. And sorry for the mistake on page 153! ;-)
Andreas Baumgarten | H&D International Group

Create a view - All Service Requests that contain a Completed Review Activity

In the Service Manager 2012 console, is it possible to create a view that displays Service Requests, with the view criteria being something like as follows:
Service Request status is In Progress
Service Request contains a Review Activity where the Review Activity status is In Progress
My intent is to provide a way for Service Desk Operators to be able to identify requests that are ready for implementation.
From what I'm seeing in the console, this sort of view is not possible as it appears that any view criteria must be derived from the view's target class.

Nothing like a bit of thread necromancy in the morning.
It turns out the solution to this question was quite straight forward (once you know where to look...)
The trick is creating a view based on one of the Service Request combination classes rather than the basic class itself, and then rephrasing my requirement after realising that what I was really after was a view containing Requests that have an In Progress
Manual Activity.
So...open the console, go to Work Items, right click on
Service Request Fulfillment and select Create View
On the General tab, give your view a name and select a Management in which it will be stored.
On the Criteria tab, click Browse to select a specific object class. Change the
Frequently used basic classes filter to Combination classes then enter 'Service Request' in the filter field.
Pick the Service Request and Activity class.
Now when configuring the criteria, you'll notice a little arrow next to the
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Under the Available properties box, enter 'Status' in the search field. In my environment, I got two Status fields. Each corresponds to a specific Activity class. Select both of them and click
Add.
One of the Criteria will look like 'Contains Activity[Activity]Status'. Keep this one and delete the other from the Criteria box. Change the value to 'Completed'
While we're at it, select the Service Request class and add a criteria for the Service Request Status = 'In Progress'.
Click on the Display tab and select whatever fields you want to display in this view. Click
OK to save this view.
Now go to the Administration workspace and select the
Management Packs node. Export your management pack that contains your view and open the management pack in a text file viewer. Notepad++ works for me...
First search for the string that you used to name your view. It will be found towards the bottom of the MP in a DisplayString element in the LanguagePacks XML element. This element will have an ElementID.
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Identify the Expression that has the Property containing the string 'System.WorkItemContainsActivity'. We will be changing the TypeConstraint attribute of this criteria.
In this line, Replace the string 'System.WorkItem.Activity' with 'System.WorkItem.Activity.ManualActivity'
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Drilldown on Service Request Charts

Hi guys,
Need help.
On the vanilla chart on the Service Request home page. If you click on one of the segments, it drill's down to a list of the SR's within that segment.
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@[html]"<span onClick=\"javascript:LinkOccam (this, ''service'');\">"@"</span>"
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Min,
Have you gone into the properties of the Chart view and set the interaction type to Drill?
The option is on the Navigate tab under the Additional Charting Options button.
Mike

Display Service Request Detail screen when saving a Service Request

I have created a weblink that creates a new service request with the Contact field already populated.
Is it possible to stop the application from returning to the contact detail page when I save the Service Request. Ideally I would like to display the service request detail page when I save a service request.
Thanks.

The first button option is useful if the table to maintain is a "Customizing" type, and you need to transport easily its values. If the table is of type "Master Data" or even "Transactional data" then the data has not to be copied between environments.
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Regards

Workflow issue - on service request

I have a workflow on Service, which is to create several tasks automatically right after a Service Request is created by the user. I test and it works well as expectation by my side. The issue which is suffered by some users is that, it doesn't work when they create Service Request by the "New" button on a Service Request detail page, however, it works normally if they create Service Request by Create box on the left bar. And I also tried to login using the issue account by my side, no problems happened.
So I guess could it be any problems with user's IE setting or something? Is there any suggestion to help? Thank you in advance!
Regards, Lucy

Hi,
Thank you for your advise. I tried but still failed. Now the problem is turning to only with admin account could the workflow work well. Because I've done testing on the same pc. The result is admin account works, while user account doesn't..

ISupport - Service Request Update page Progress section

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