Grouping Service Requests

Hi
Anyone advise the best way to achieve the following result?
1. Team members should only get to see and act on Service Requests assigned to them
2. Managers of those users get to see their own SRs, but also all those assigned to anyone of their team members
I use "Team" and "Managers" in a general sense, as all the threads I've seen, and searching I've done, seems to point at a number of routes that may provide this result, such as Books, Reporting Lines, Delegated Users, Profiles, etc.
It could be I'm missing something obvious, (I did find out how to limit the views of users to just their own SRs by editing their profile) but am at the limit of my knowledge here!
Thanks

Hi Kamelia
Can you paste a bit more data, with more SRs
Tim

Similar Messages

Group and Owner fields blank when viewing Service Request results via UWQ

When looking at a row that represents a service request in either the UWQ or View Service Requests (search form) the group and owner columns are blank only for some of my users.
If you look at the detail for the SR, there is a owner and group.
Not sure what the issue is..? Inherited this role.
-JP

Which release is this occuring? At the first glance it looks like an issue that cropped up in 11.5.3. and has been fixed since.

Getting Error when given access to a particular dictionary using group Newscale request Center service development.

Please help me to resolve this issue.
I have created Service in NewScale request Center ,In this service I have a requirement to give access to a third party vendor to check closed (service completed) services on a particular dictionary.
I have done it by creating a group IFD (group name) and a particular person with site Administrator, Organization designer permissions, he don't have any role . And then in Active form components ,in access control tab , In service completed event I have added that group for that particular dictionary. But when I have created a request and email to him then request_id link from email , he open that link then he is getting this error "You do not have sufficient permissions to view this page" for it have attached a file also.

Hi, Are you still having this issue?
If so there are a few things you can check, first of all, what URL is the link taking the user to, is it Service Manager (perhaps you could provide the link for some insight)? If so the user might need additional capabilities to access Service Manager.
Secondly, at what point in the delivery phase is this mail being sent, is this upon completion of the service request or during service delivery? If it is during service delivery then you would have to configure access control during the service delivery moment and not during service completion for the user to access it.

Team or Group similar feature workaround for Service Request?

Hi all,
I understand that Service Request currently has no support for Teams or Groups, but is there any work-around which can offer the same functionality where I can easily add a specific user to enable him\her to access a specific Service Request record?
Thanks.

I think your best option is Book of Business. Create two picklists in the SR object that contain your users and let workflow assign the SR to the correct user book
(each user would have a book).
Edited by: bobb on Apr 23, 2010 12:09 AM

Group ownership of Service Requests

Hi All,
Does anyone know of a way to allow group ownership of a service request in Siebel? Failing this, is it possible to delegate ownership of a service request?
Regards,
Cameron

Cameron, what are you trying to accomplish? A service request can only have one owner and that owner assignment can be done manually, service request assignment rules, or workflow. If you are looking at visibility to service requests by a group of users then I would recommend using Book of Business.

Self service - request for groups - OIM

I would like to allow end-user to request groups from end-user interface?
I would appreciate your guidance...
Out of the box only resources are available for request.

I can suggest you one approach to meet this req.
1. Create a scheduler which will fetch all groups(findGroups()) in OIM and write the result to Lookup, say Lookup.OIM.Groups
2. Create a Process Form with a a field as Groups and make the field type as lookup type and attach the lookup Lookup.OIM.Groups to this field.
3. Create an adapter which would use addMemberUser() in groupOperations and adds the user to specific group.
4. Create a RO, say "Provision Groups" then create a Process Def and attach the above created adapter to process task, say "Add User to OIM group".
Have an approval process in place which allows users to select a group and request for approval. Once approval completes the task "Add User to OIM group" gets called which adds the user to specific group.
It would be better if you show Groups field in child form which allows user to add more groups.
This is one approach which i can think of as of now.
lets see what experts say..

Reporting In Service Manager 2012 - How To Get A List Of All Service Requests Regardless of Status

Within the Custom Reporting Options available to users of Ssystem Center Service Manager 2012, which would one use to create reports that do not contain any agregated data but are instead detail level info such as a list of all Service Requests reardless
of status? I want to include within the report the same data you see on the main page of a Service Request when you double-click a Service Request within Service Manager and it pops opne the details of the Service Request.
I'm trying to get the following info for each Service Requests
SR ID (i.e. SR1234)
Affected User
Title
Description
Priority
Source
Area
Support Group
Assigned To
Created By and Created On
I know the cubes w/Excel offer a great way to get data for a **piece meal report or for getting agregated data (I.E. counts, sums, avergares, Max's & Mins) but I need a report that has zero totals and no agregations.
Thanks
** A piece meal report is a report that has to be manually pieced together by combining data from others reports and other sources because no single report can be constructed to bring all the data togethere into a single report. If you've ever
worked with an accountant taht uses Excel for everything but who has no idea how SQL or databases in general are deisgned then chances are you've either been asked to create a piece meal report for them and or seen them do one them selves when they open a
spreadshet and dump into it disperate data from a variety of sources and then ask you why you can't automate that same report for them.

the following thread covers some good SQL queries to get details about the Incident Request, just amend them to cover the Service Request
http://social.technet.microsoft.com/Forums/systemcenter/en-US/e703641d-3e05-4df4-be2b-bf9bd62534f8/how-to-generate-incident-report-with-incident-description-field-in-scsm-2012-sp1

How do I set-up my Dataset to pull data for Service Requests for a report

I am using SQL Server 2012 Report Builder 3.0.
I have my Data Source added - DWDataMart
I want to build my Dataset to query and find a very specific item. Basically I am creating a daily report that will show what each "team" or Support Group (AD Object) Closed that day. He also wants the ability to open it by date, so if he misses
a day he can get it later.
I am totally new to this report building and only got this far by following a guide on a blog, but he used incident Reports in his example, and I do not know what objects to query for service requests.
Thanks for any information you can provide.

First, you will need to get the support group ID's in the warehouse before you can run reports for them. I found that putting these queries in their own stored procedure was a better path.
select IR.IncidentTierQueuesId, IR.IncidentTierQueuesValue
from dbo.IncidentTierQueues as IR
where IR.IncidentTierQueuesId != 0
select SR.ServiceRequestSupportGroupId, SR.ServiceRequestSupportGroupValue
from dbo.ServiceRequestSupportGroup as SR
where sr.ServiceRequestSupportGroupId != 0
Enter the the support group ID's into your work item query.
Incident information is in dbo.IncidentDim and Service Requests are found in dbo.ServiceRequestDim. Both incidents and service requests link to relationship data through dbo.WorkItemDim. You can INNER JOIN on BaseManagedEntityId to link the incident
or service request to the workitem entry and from there to the Assigned Users, Affected Users, or Affected Configuration Items. Each relationship has it's own separate fact views.
If you poke about in the tables, you will find it pretty easy to pull back all sorts of information from the data warehouse.

Why is it so hard to get reqular updates to Service Requests

I have a number of Service requests that have been running for a long while with no updates.
That is despite my posting requests for updates and hanging for extended periods of time on the "chat" facility (usually in vain as no-one picks up the chat thread).
In a couple of cases I have done extensive pre-work and built repeatable test cases etc so there should not be any siginificant delay in getting these issue esculated to the back line for support. If they have been escalated, there is no sign in the SR records.
It's probably "bad form" but here are specific SR numbers that show the lack of customer feedback..
10891239511, 10891256291 & 10891420901
In the latter case i was able to get the SR re-assinged to a new support tech who seemed helpful and promised to send me aun update... then... silence...
This is very unprofessional as I too have customers and they DEMAND regular updates to any incidents that I'm working on, so this leave me "hanging" which reflects both badly on Me and also on the Attachmate group of companies (Novell, NetIQ, SUSE).
All I ask is that SR's get regularly updates, even if it's "awaiting backline engineer response , will update in 5 days if they do not respond sooner".

On Mon, 02 Jun 2014 03:56:02 GMT, darrenjthompson
<[email protected]> wrote:
>
>@world
>
>I have received the following feedback "Yes, the support engineer should
>have provided you with an update on the issue. Generally, the support
>engineer should follow up or provide an update to the customer within a
>maximum of 3 days for issues that are "awaiting Novell support" and
>within a maximum of 5 days for issues that are "awaiting customer"
>action."
>
>I'm now curious, if anyone is getting SR updates as frequently as is
>suggested here, could you post to this list. I'm genuinely curious if
>the difficulty of getting updates is just me or if others have been
>having the same/better results.
>
>I have to say that things seem to have improved for me recently but I'm
>wondering if it's just "the squeaky hinge getting some oil" or if the
>practices really have improved.
Most of the time I get good responses to my SRs and I leave feedback
stating so. The few times I haven't, I push for escalation or I
contact others I know at Novell and usually it gets resolved. And
then I also leave feedback about that. NTS isn't perfect, but most of
the time I am pleased with support.
Ken

Unable to Create Service Request Template in CRM

Hello,
I need to create a service request template in crm web ui,
Following are the steps followed.
I have identified the transaction type as SRQT screen shot attached below
However when I click on on the work center link groups of the service pro role, I am not able to find the same for the service request template
As per the post below it says that you need to go navigation bar profile and add the SM-SUPPORT work center and the work center link group as SM-SRQT-CR
How to customize service request templates
The error appears when I try to add the logical link id,
Because of the above error I am not able to create service request template in sap crm, please advice which logical link ID, I need to use so that the service request template can be created in the system.
Kind Regards
Atul

Hi Atul,
1. Screen shot 1 is correct
2. Screen shot 2 - You are at end of all work centers in your custom role which you might have copied from standard or Z role. If you look in standard role SERVICEPRO, navigation bar profile SRV-PRO, work center - SRV-ORD, you will find service request template
In Cases work Center in standard SERVICEPRO role you can create service request template.
Try copying this to your custom role in your required work center. It should work.
Regards,
Niraj

Configuring my first Service Request

Hello all,
I'm just starting to learn Service Manager and wanted to begin with the Request Management bit.
Therefor I created an orchestrator runbook to add a user to a group.
In the 'initialize data' step, I created 2 string variables: User and Group.
I then went into SCSM and let the SORCH connector run.
After that I could see my runbooks imported.
From my runbook, I created the Runbook activity Template and made sure to check the 'is ready for automation' flag.
I placed this template in a custom MP.
Next off I created a Service Request in the same MP as here above and in the activities tab, I added my Runbook Automation Activity.
Then I went on to create a new Request offering.
Inside the request offering, I selected my newly created Service Request Template and configured 2 prompts with the query type.
In the configure part, I made it so that they write the input as a related item to the service request.
My problem arises when I have to map my prompts to something.
It seems that the prompts that I configured aren't available to map to the orchestrator input fields.
See attached file: http://1drv.ms/173fWJD
How can I accomplish this?
What did I do wrong?
Thanks in advance!
Filip

Hey
Selected CIs from query prompts can only be related to the SR or one of the activities. Therefore the SCORCH runbooks needs to connect back to SCSM and get those related objects. You cannot submit those values when the Runbook is triggered.
1 good Option is to always only accept the Runbook activity template id and map this id to the Input Parameter when you configure the RB template. After that you can connect back to SCSM, go through the relationship to the SR and then to the selected/related
user and Group. Once you have all together you can do the modification in ADDS.
Cheers
Marcel
Marcel Zehner // Blog --> http://marcelzehner.ch // Twitter --> @marcelzehner // Business --> http://www.itnetx.ch

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:
Create Cataloge about Services we provide such: Create VM, Delete VM, Create User and Mailbox, Add user to group
How to publish this request to Portal
Create Change request approval flow such: approve creating user and mailbox
How to publish above change request
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
There is only one minor mistake in this chapter on page 153:
"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

Retrieving the Affected Configuration Items from a Service Request

I have a service request that gathers the usernames of AD Users that need to be added to a new security group. I have Query Result field set to add the users that are selected as Affected Configuration Items. My problem is when I get the SR's related AD
Users it gives me all of the Affected CIs but it also gives me the user that submitted the form. Is there any way to filter the relationship to only get users in the Affected CI list?
Here's the steps I'm using:
Identify Runbook Automation Activity
Get Parent Service Request Relationship from RBA
Get Parent SR Object
Get related AD Users from SR
Get AD User Objects
Any help is much appreciated.

I figured it out. If anyone else is having this issue, you have to filter the Get User Relationship to exclude everything that does not match the Affected User Relationship Class:
http://blogs.technet.com/b/servicemanager/archive/2012/05/22/working-with-relationships-in-the-scsm-orchestrator-integration-pack.aspx

View of organizational unit in Service request

Hi everyone,
In our service request, we are trying to visualise all the organizational unit (of the organization model) of a BP.
We achieve to see the direct service group where the BP is assigned but we are trying to see more of the link to the organizational model.
For example : our organizational model looks like this:
For user AJAUSSAUD1, I can see the direct link to PSE Equiment in my service request (this is determined in the partner schema determination)
However, we would like to be able to see MC1 (here 3 level above) in the service request.
We are using service organization as function and all the organizational unit are determined as service organization as we are using it to authorizations access.
Does anyone know if there is a way to see the link with all the organizational unit of a user in a service request?
Would it be with the attribute available in the ppoma-crm, but how to add the field and make them available in the service request view?
Thank you,
Regards,
Anaïs

Hello Anais,
As far as I know, there is no standard way to view an organizational hierarchy in a service request. You will need to do some developments. There are two options -
1. If you want the 3 org levels to be stored in data base table for future reference and reporting
You can add 3 fields in ORGMAN sub object using AET. This will add the fields to table CRMD_ORGMAN. After org determination has happened in your service request, you can use BAdi - CRM_ORGMAN_BADI, methd - CRM_ORGMAN_MERGE to fill values of these 3 org levels. You have to recursively use functions or query table HRP1001 to get the parent of determined service org and then its parent and so on.
Remember once these 3 fields are added at database level, they are available for all transaction types of one order. These fields can be made available to BW queues also at time of adding them.
2. If you do not want the 3 org levels to be stored in data base table
This would mean you only want these fields for display to end user.
Add 3 model nodes in the web ui component. In the getter method of 1st field, add select query or call function to get parent of determined service org. Similarly for other 2 fields.
Hope this will help. Maybe you also get some different suggestion from other guys.
Regards,
Niraj

Permissions Web Service Requests

Okay, I'm moving from "Groups" to "Permissions".
This post is just an FYI…not sure it's a bug or a feature…or even a little bit of both at the same time.
In the "Permissions" web service requests (AddPermission, etc.) if you do not specify either a ParentHandle or ParentPath, the web service request is applied to your site root. You can still use a single forward slash as ParentPath for "root"…it has the same effect as leaving ParentPath and ParentHandle empty.
If I recall correctly, most requests that take either a handle or path will return an error if neither is specified. I think this may be one of a small subset of requests that assumes "root" if both are missing.

More notes on permissions…again, I think things work as intended, but I thought I'd mention this tidbit in the event that it might be useful to others.
MergePermission can only work with an existing permission (access-level/credential pair)…this is as expected. If you try to "merge" a permission for a credential which does not exist, or if you do not specify a credential, you get an error saying that MergePermission cannot find the target credential. In effect, MergePermission changes the access-level for any permission it can find by-way-of an existing credential.
Similarly, you cannot ask MergePermission to change the form of a credential. For example, you cannot use MergePermission to "change the credential whose associated access-level is 'Download' from 'Test@urn:mace…' to 'Student@urn:mace…'." MergePermission must always find that a target credential exists.
However, when dealing with an existing permission, there is no effective difference between AddPermission and MergePermission. That is, if you add a permission whose credential already exits, then you overwrite it as-if you had merged it. Again, this works as expected. A "student", say, cannot have both "Downlaod" and "No Access" within the same iTunes U page. The only warning I would give is that AddPermission can act destructively…you are not warned, when using it, that if the permission you wish to add corresponds to a permission which already exists, then that permission will be overwritten.

Grouping Service Requests

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