Incident Review activity

Hi
In my SCSM 2012 for incidents, i am planning to add review activity so that if any approval is required, it can be approved by the line manager for the created user.
But if try to add activity, only manual activity is displayed. I need to add Review activity to an incident.
is it by design that Reviews activity is only for Service request?
regards Sundaresan.C

i think the problem here is that you haven't considered the need all the way though. remember that an incident is a user's report of a problem. what does it mean to have someone approve my report of an outlook problem?
anything that requires approval needs to be a service request, rather then an incident. a service request is a user's request for something; something that can require approval before being delivered.
it make sense to approve my request for a new computer, it doesn't make sense to approve my report that my computer is on fire; but you might want to reference my incident reporting a computer fire as support for my request for a new computer.

Similar Messages

How do I add a Voter to a Review Activity on a Service Request from an AD User Query on the Request Offering?

I have the query set-up and it works fine, but I cannot map it to anything, I suppose because it is an object and not a simple string. I think I get the option to Map it to related items or configuration items in the Query itself maybe, I seem to remember
seeing that, but I can not map it to anywhere on the Service Request or Activities in the Request Offering Set-Up.
However, looking at my Update Object Activity in My Runbook, I do not see how to add a person to a review activity anyway.
Can someone enlighten me?
I do not know Powershell well enough to use it with SCSM or Orchestrator yet, and I am not even sure if we have SMLets so keep it simple if possible.
Thanks for any assistance!

More info:
How to add a Reviewer to a Review Activity through Orchestrator
http://www.scsm.se/?p=895
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Can I insert the name poperty of the RequestedByUser related object of the parent Change Request workitem in a review activity email notification template?

I am working on a SCSM change control workflow driven by email.
A lot of my work is based on the information found in this post:
http://blogs.technet.com/b/servicemanager/archive/2012/04/03/using-data-properties-from-the-parent-work-items-in-activity-email-templates.aspx#pi158453=4
This is an excellent post to which my Internet searches continually return. The workflow is about 90% complete.
My question is can I insert the properties of a related object of the parent workitem in a workflow email notification?
For example, I want to include the name property of the RequestedByUser related object of the parent workitem object in a review activity notification.

Thank you for your reply. I have confirmed my template is using a projection that includes the parent workitem and requested by user. Where I am having trouble is the notification template syntax used to call the properties of the related
object of the parent workitem. The picker in the GUI won't show that related object, so I have no example to follow. I hope this reply makes sense!

Review Activity (RA) Approval Condition is Changing

Hello everyone,
I am running SCSM 2012 R2 version 7.5.3079.0 (no CUs). I am having an odd issue where it seems as though the approval condition is changing on review activities. I can't seem to figure out if I've done something or if there is something else
going on. This is causing some tickets to "stall" and not actually get processed or is delaying actual approvals.
So as an example, the person who originally designed the system put an Automatic Approval Review Activity at the beginning of every SR. In the template, the Approval Condition was set to Automatic and there were no reviewers. All of a sudden
a reviewer with no name would show up and the approval condition would become unanimous. I since removed that RA.
Now there is a similar issue I am finding on my Change Requests (CRs). I have only done three as we are basically doing dry runs before we convert off our old system. In my template, I have a review activity that has the six members of our
change approval board as reviewers. The members rarely change so I saw no reason to make this dynamic. The template has the stage set to Approve with an Approval Condition set for Percentage. The threshold is 66% or 4 of the 6 reviewers.
At some point, the approval condition was changed to unanimous. If I look at the history of the RA, I can see where the activity was created and it says Approval Percentage 66. The RA went from Pending to In Progress and then about a minute later,
the approval condition and percentage changed. The name on that time entry is just one of my service accounts.
If it helps...here is that process that the CR template follows
Automatic Review Activity, which has not been an issue so far.
Runbook Automation Activity - Updates some fields on the CR with information based on fields. Also modifies the reviewer in the next step to be the Business Owner of a system.
Business Owner Approval Review Activity - Template is set to unanimous and has one blank reviewer that is updated by the previous runbook.
Change Approval Board Review Activity - Explained above.
Runbook Automation Activity - Converts the Change Request to a Release Record.
I appreciate any and all assistance that someone could provide.

This is a common issue.... try restarting the following three services: Microsoft Monitoring Agent, System Center Data Access Service, System Center Management Service and deleting your health service cache (Installation Folder/Health Service State) (it
will regenerate once you restart the services)

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
Service Request class. Click on this arrow to expand the node, and select the
Contains Activity class.
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.
Select the ElementID and search the entire file for this string. You want the instance that resides within a Presentation | Views | View element. From this point, scroll down until you get to a Criteria element. Within the Criteria element you will find
the two Expressions that were entered via the GUI. One of the Expressions corresponds to the Service Request.Status=In Progress criteria, the other corresponds to the Activity.Status=In Progress criteria. We will be changing the Activity criteria so that it
explicitly refers to a Manual Activity.
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'
Save this file and import the management pack into SCSM

Exchange Connector adds Workflow user as related Item to Review Activity

We use Servcie Manager 2012 R2 with Exchange Connector 2.0
For some reason, the Exchange Connector adds the workflow user to the review activity as a related config item. The sender of the email would make sence, but the workflow user does not.
Does the Exchange Connector 3.0 Rerelease also add the workflow user?
Is there a possibility to avoid this behavior?
tia
Patrick Wahlmüller

Hi Patrik !
Never saw that before, what i can say is that the upgrade/change to Exchange COnnector 3.0 is easy low-risk and you add MS-Support possibilities for it.
Go for 3.0 !
R.

Approve / reject review activity from mail notification

Hi SM Expert,
It's possible to approve or reject review activities from mail notification on Lotus Notes ?
Thanks

If lotus notes can send e-mails - YES.
Maybe this helps:
http://blogs.technet.com/b/servicemanager/archive/2011/02/08/tricky-way-to-handle-review-activity-approvals-with-the-exchange-connector.aspx
Patrick Wahlmüller

Review activity -- Send email to reviewers, with mutilple review stages

I am trying to make a series of review activities. I want the reviewers to be notified only when their activity is in focus. I have tried several ways but have ran into issues.
Method 1: I had a series of Review activities that ran in sequence. I created a workflow to run "on update" when the stage changed. The workflow was to notify the reviewers. I assumed that it would only notify reviewers
of the current review activity but it notified all reviewers in all review activities. I couldnt get passed this issue so I went to method 2.
Method 2: I had a review activity that upon completion would run a workflow. The workflow would initiate a new template that would add the next set of reviewers. In addition the workflow would notify the reviewers that action was required.
The problem is that the original reviewers recieved the email as well. I only want reviewers who have an action required to get the email.
Please note that I am fairly new to system center, so if you could provide a little detail to potential solutions that would be great.
Thanks in advance for your help.

Thanks for your reply... I sure hope I am doing something wrong.
1. I am targeting the RA... I.E. The workflow is set in the activity event workflow config; then Review activity. I tried it a couple of ways. One way to target the RA when it changes, and the other is to target a specific RA based on the
stage (I.E. Changed to approve). Also this is for change requests, but the concept should be the same.
2. I tried a rule that was: "on update; status not equal to in progress" Which worked, but all Reviewers in all RA's got an email. The other rule I tried was: on update, stage changed to approve. Which also worked, but all approvers
in all RA's got the email.
3. Each RA has am independant list of reviewers... If someone is listed more that once, it is because there input is needed at that particular time in the process.
4. This may be the answer.... I am going to test now. I had them all listed one by one, and hadnt investigated the sequential activity "activity"... I.E. I had listed all of my RA's whcih in the flow diagram were sequential, rather thatn using
the sequential activity "activity".
I am going to test, Ill respond in a few on my progress.
Thanks

Exchange Connector - Review Activity Votes not updated

Hi All,
I have System Center 2012 R2 Service Manager with Exchange Connector 3.0 (last version, incl bug fix).
I have configured Exchange Connector to check emails in Office365 Mailbox. I've created Run As Account (named O356 RAS) with username of the cloud mailbox user "o365domain.cz\leaservice" (email [email protected]). Our internal domain is
not the same! it is domain.local.
When I create Service Request with Review Activity and I try to Approve this RA by email by sending email with:
From: [email protected]
To: [email protected]
Subject: [RA12345]
Body: [Approved]
nothing happens. I've configured the EWS logging in the registry to level 7, so I can monitor the Exchange Connector in Eventlog. I can see that the connector can see the incoming approval email and process it, because email is deleted in mailbox and in
RA history I can see related object to O365 RAS. But the vote is not processed, Decision Field contains "Not Yet Voted"
RA is in status "In Progress"
The same email status change for Manual Activity is working!!!! I'm using status [Completed] and everything works just fine.
I have problem only with Review Activities... Any ideas pls?
Thanks
Jan Marek MCT | MCITP | MCTS

I fixed it! Workflow Account's AD User has to use the same email address as the Exchange Connector.
I've been using email [email protected] for SCSM workflow account and as the reply address in the scsm smtp notification channel and different email [email protected] for exchange connector. this was causing the review activity problem.
Jan Marek MCT | MCITP | MCTS

Create reviewer fails after a create review activity

I have a runbook where I create a related Review Activity for a Service Request. The runbook is then has a create reviewer which fails. Details of the failed object Source Class=Review Activity, Target Class=Reviewer, Relationship Type=Reviewers,
Source Object Guils {SC Object Guid from "Create Review Activity"}. It complains that the Object Guid is not an instance of class is not [System.WorkItem.Activity.ReviewActivity]. However, if I test with a different runbook and
do a get object on the review activity with the same ID it works. Is there a known issue when creating reviewers after a create review activity?

You may be returning the incorrect ID for the Review Activity. I would suggest running it through the Runbook Tester using the step through. Then take a look at the GUIDs that are populates in the in create relationship activity. If you can post a screen
shot of what is displayed and what your runbook looks like, it would help us assist with troubleshooting.
Matthew Dowst |
Blog | Twitter

Review activity re-assigment

Hello,
we have SCSM 2012 R2, as you know there is no possible way to make notifications for assigment/reassigment and we need to use custom MPs. I found this management pack for example
http://www.scsm.se/?p=1053. But we have a problem with reassigment of review activity, if I create a new reviewer, I recieve a notification, if I change current reviewer (me) to another person from AD and back
to me, I do not recieve notification, is it possible to create such notification?

So it's important to understand that a review activity is actually a collection of objects, not just a monolithic work item. (I don't have the reference in front of me, so don't take any names in this post as gospel).
you have the Review Activity itself, which has the parliamentary rules for voting, title, desc, RA#### id, etc.
you also have a "Review" object for each reviewer that is related to the parent RA by the ReviewActivityHasReviewer relationship. each "Review" object contains the decision, must vote and veto properties, as well as relationships to users, specifically ReviewerhasReviewuser,
that relates the review object to the voting user, and the Voted By Relationship that records who actually voted in the case of proxy votes.
So in this model, there are two relationships that can change to trigger a notification. you can have a new Review object added to the review activity, or you can have a new user added to the review object. you're going to need to have two notification
rules to make this work.
From my reference above, you'll want to use the console to create two notification subscriptions with dummy criteria, Export out the MP that contains those rules, and replace the existing subscription block with a custom subscription block based
on RelationshipSubscription targeted at either the review object or review user relationships instead.

Review activity set to notify Affected User of Approval Required - Service Request

We are trying to setup a new employee on boarding process. We have a service request form that gathers information.
We also have a review activity that the affected user (who is the manager on boarding the employee) has to approve when they get a signed confidentiality agreement, etc.
We cant set Affected User as a Reviewer but the affected user can approve.
How can we notify the affected user to review and approve the review activity.
On the screen shot below it is the first review activity.
Note: we have some workflow activity events setup that work when the reviewer is assigned in the template.
Thanks Lance

You want to set the affected user of the SR as a reviewer on the RA? In essence approving their own request. Why not just make the signed confidentiality agreement mandatory (cannot create request without it).
Anyways you have two ways to go. A custom workflow/scheduled PS-script or a runbook. If you have Orchestrator that is the easiest. Setup a "Monitor Object" that targets new SRs and a criteria that uniquely identifies the SR (Title may do). Then get the related
user from the SR and add this to the RA as a reviewer. Should be fairly easy to google a blog on specifics on how to do this.
http://www.scsm.se/?p=895
and a long one:
http://blogs.technet.com/b/servicemanager/archive/2012/05/22/working-with-relationships-in-the-scsm-orchestrator-integration-pack.aspx
http://codebeaver.blogspot.dk/

Review Activity: Approve\Deny Issue

Can someone help me understand what im doing wrong:
I currently have 5 approvers setup under my review activity. I set the Approve threshold to 20% so one person can approve the request. My issue is when someone rejects the request the activity sits until everyone votes.
Why doesn't the rejection process work in the same fashion as the approval process?

Thanks for the quick reply. One of the reasons for so many approvers was due to timezones however since we just need one out of the group to approve or deny the veto option will work. I added the option HAS VETO to all of the approvers. Once approved or
rejected that one vote does it all.
thank you!

Review Activity Notification to Direct Reports

We have a workflow, thats creates review activity to manager of useraffected. Works Perfectly.
But in some cases, aduser have direct reports, and SCSM aggregate this people to reviewers, from a review activity and send email to manager and direct reports.
I was investigating, y apparently direct reports and manager are "reviewers".
Is this situation a bug, an error, or it's OK?
There is anyway to avoid that direct reports are agregated to reviewers?
Thanks

Hi,
How do you determinate direct report users?
Cheers,
Marat
Site: www.scutils.com
Twitter: LinkedIn:
Graveyard:
from Ad properties. The users in active directory have direct reports

Review Activity - Change Comments window 256 character limit

The Comments window for review activities is by default set to a 256 character limit. We need to change its size so reviewers can fully comment on their approval/rejection of a CR. As a workaround for now, we have them providing larger comments
in the Notes section of the CR. What would be the best approach to customize Comments to meet this need?

Hi Jalass
Here's what I meant, not sure if this will satify your requirements, but I suggest it anyways.
Using the authoring tool, I extended the class and added Larger_Comment_Property. Then I added a text box below the Reviewers section bound to the Larger_Comment_Property that would take as much as 4000 characters. It is not per reviewer but is generally
available to all.
Hope this helps
Jep
<ManagementPack ContentReadable="true" SchemaVersion="1.1" OriginalSchemaVersion="1.1" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
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<PropertyChange Object="reviewerListview" Property="Margin">
<NewValue>0,0,0,30</NewValue>
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<PropertyChange Object="TextBox_1" Property="Margin">
<NewValue>10,0,0,1</NewValue>
</PropertyChange>
<Move X="10" Y="-1.39999999999839">
<Element Name="TextBox_1" />
</Move>
<PropertyChange Object="TextBox_1" Property="Margin">
<NewValue>0,255,10,-0.399999999998386</NewValue>
</PropertyChange>
<PropertyChange Object="TextBox_1" Property="Margin">
<NewValue>0,0,10,-0.399999999998386</NewValue>
</PropertyChange>
<PropertyChange Object="TextBox_1" Property="Margin">
<NewValue>0,0,10,0</NewValue>
</PropertyChange>
<PropertyChange Object="TextBox_1" Property="Margin">
<NewValue>0,0,0,0</NewValue>
</PropertyChange>
<PropertyChange Object="LayoutRoot/Index:0" Property="Margin">
<NewValue>-2,20,0,0</NewValue>
</PropertyChange>
<PropertyChange Object="LayoutRoot/Index:0" Property="Margin">
<NewValue>0,20,0,0</NewValue>
</PropertyChange>
</Customization>
</Form>
</Forms>
</Presentation>
<LanguagePacks>
<LanguagePack ID="ENU" IsDefault="true">
<DisplayStrings>
<DisplayString ElementID="ManagementPack.c09959e1_6a5f_44b7_ab87_b908fe7698f9">
<Name>ManagementPack.c09959e1_6a5f_44b7_ab87_b908fe7698f9</Name>
</DisplayString>
<DisplayString ElementID="NewClass_1">
<Name>NewClass_1</Name>
<Description>Specify your class description.</Description>
</DisplayString>
<DisplayString ElementID="NewClass_1" SubElementID="Property_10">
<Name>Property_10</Name>
</DisplayString>
<DisplayString ElementID="NewClass_1" SubElementID="Property_11">
<Name>Property_11</Name>
</DisplayString>
<DisplayString ElementID="CustomForm_710c2cf6_93ec_4f89_a3c4_eab2c6afa7a1">
<Name>Microsoft.EnterpriseManagement.ServiceManager.ActivityManagement.Forms.ReviewActivityForm (Customized)</Name>
<Description>Microsoft.EnterpriseManagement.ServiceManager.ActivityManagement.Forms.ReviewActivityForm (Customized)</Description>
</DisplayString>
<DisplayString ElementID="ClassExtension_210829b0_39b3_4022_969a_0bfd171e5e2c">
<Name>Extension of Review Activity</Name>
<Description>Extension of class Review Activity</Description>
</DisplayString>
<DisplayString ElementID="ClassExtension_210829b0_39b3_4022_969a_0bfd171e5e2c" SubElementID="Larger_Comment_Property">
<Name>Larger_Comment_Property</Name>
</DisplayString>
</DisplayStrings>
</LanguagePack>
</LanguagePacks>
</ManagementPack>

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