Missing Classification Category When Trying To Run a Report Inside SCSM!

Question

Hi Folks,
Some of my incidents categories go beyond five levels which means they have sub-sub-sub-sub categories like below :-
For Example (for a lack of better examples :D ) :-
Email Problems
     1.1 Mailbox is full
         1.1.1 Can't receive mails
                1.1.1.1 Inbox can't receive mails
                          1.1.1.1.1 No more mails
I need to run reports for the fifth level (No more mails) but it does NOT appear as a parameter , the last level I can run the reports against is level four as it is the last subcategory shown ..
Can I add the fifth level ?? or is it a limitation inside SCSM ??
Thanks ..
Tarek El-Touny MCTS | MCITP EA | MCSA | Microsoft Student Partner

Answer 1

This is run against the Data Warehouse (DWDataMart).  The data warehouse doesn't store anything close to the level of information that the CMDB keeps.  However, it does store all the important information from work items and configuration items.
The data warehouse has been normalized so the data isn't all stored in the same table.  Adding new reports isn't that simple of a task but after you learn the lay-of-land inside the data warehouse, it becomes easier.
If you are unfamiliar with transact SQL or databases, see if your organization has an individual or team familiar with reporting and database structures, I would seek their assistance on reporting.  The learning curve can be pretty steep.
First thing, you'll need administrator rights on DWDataMart so that you can create new Stored Procedures.  You will also need to review how your reporting was configured in the regards of permissions.  Basically, if you have a separate service
account for reporting, that account will need Execute permissions on the new stored procedures, otherwise, users get error when they run reports.
Next, you'll need Microsoft SQL Server Management Studio installed.  This is where all the transact sql will be written and tested before it's finalized.
The final piece is Microsoft Report Builder.  This software allows you to select a stored procedure and then build reports, complete with special formatting, and publish them directly to the Service Manager reporting server.  Once on the server,
they become available in the SCSM Console after a restart.
My steps are usually:
1. Identify Required Information
2. Identify how that information is stored in the data warehouse
3. Create a stored procedure to extract required information
4. Create a report in report builder, add necessary graphics elements and formatting to make report easier to look at
5. Publish report to reporting server