SCSM 2012 - creating incident fro email - description issue

Hello, I have SCSM 2012 RTM and I am trying to use out-of-the-box create incident from e-mail functionality.
It is working but I have issue with description field of created incident- it comes with the last part of the eml file.
Description field of Incident looks like :
-_000_47499D6C4A5DAE4EB0FF86A4F6184D7EFB0023D9ex2010mbx1podra_
Content-Dis; filename="winmail.dat"
Content-Transfer-Encoding: base64 .....
I can not use Exchange Connector because I can not install SP1 for SCSM 2012 - Service Manager databases are on SQL 2008 - which is not supported for SP1 for SCSM 2012.
Any help is welcome.
Best regards,
Dubravko

Thanks for your reply, but my Service manager databases are on consolidated SQL 2008 SP2 cluster.
SQL 2008 SP2 is not supported for SCSM 2012 R2. Because on that SQL 2008 SP2 cluster are also other bussiness databases which has some compatibility issues I can not do the upgrade to SQL 2008 R2.
Best regards,
Dubravko

Similar Messages

SCSM 2012 - creating incident from email - description issue

Hello, I have SCSM 2012 RTM and I am trying to use out-of-the-box create incident from e-mail functionality.
It is working but I have issue with description field of created incident- it comes with the last part of the eml file.
Description field of Incident looks like :
-_000_47499D6C4A5DAE4EB0FF86A4F6184D7EFB0023D9ex2010mbx1podra_
Content-Dis; filename="winmail.dat"
Content-Transfer-Encoding: base64 .....
I can not use Exchange Connector because I can not install SP1 for SCSM 2012 - Service Manager databases are on SQL 2008 - which is not supported for SP1 for SCSM 2012.
Any help is welcome.
Best regards,
Dubravko

Thanks for your reply, but my Service manager databases are on consolidated SQL 2008 SP2 cluster.
SQL 2008 SP2 is not supported for SCSM 2012 R2. Because on that SQL 2008 SP2 cluster are also other bussiness databases which has some compatibility issues I can not do the upgrade to SQL 2008 R2.
Best regards,
Dubravko

How to generate Incident Report with incident description field? in SCSM 2012 sp1

Can incident description field be displayed in reports? in SCSM 2012 SP1
Regards
Shujjat
Metalsoft

ALTER PROCEDURE [dbo].[ServiceManager_Report_Incidents]
@Classification nvarchar(max) = '-1',@SupportGroup nvarchar(max) = '-1',@ID nvarchar(max) = null,@IncludeDeleted bit = 0,@LanguageCode nvarchar(max)= 'ENU'
AS
DECLARE @tableClassification TABLE (value nvarchar(256))
INSERT @tableClassification (value)
SELECT * FROM dbo.fn_CSVToTableInt(@Classification)
DECLARE @tableSupportGroup TABLE (value nvarchar(256))
INSERT @tableSupportGroup (value)
SELECT * FROM dbo.fn_CSVToTableInt(@SupportGroup)
DECLARE @tableID TABLE(value nvarchar(256))
INSERT @tableID (value)
Select * FROM dbo.fn_CSVToTableString(ISNULL(@ID, ''))
SELECT DISTINCT
I.Id,
I.Title,
Classification = ISNULL(ClassDS.DisplayName,ClassEnum.IncidentClassificationValue),
ClassEnum.IncidentClassificationId AS ClassificationId,
ClassEnum.ParentId,
Support = ISNULL(SupportDS.DisplayName,SupportEnum.IncidentTierQueuesValue),
SupportEnum.IncidentTierQueuesId AS SupportId,
Status = ISNULL(StatusDS.DisplayName, StatusEnum.IncidentStatusValue) ,
StatusEnum.IncidentStatusId AS StatusId,
AssignedTo.DisplayName AssignedToUserName,
AssignedTo.UserDimKey AssignedToUserId
FROM dbo.IncidentDimvw I
INNER JOIN dbo.WorkItemDimvw WI ON I.EntityDimKey = WI.EntityDimKey
LEFT OUTER JOIN dbo.WorkItemAboutConfigItemFactvw ON dbo.WorkItemAboutConfigItemFactvw.WorkItemDimKey = WI.WorkItemDimKey   AND (@IncludeDeleted = 1 OR dbo.WorkItemAboutConfigItemFactvw.DeletedDate IS NULL)
LEFT OUTER JOIN dbo.WorkItemAboutConfigItemFactvw CIFctForFilter ON CIFctForFilter.WorkItemDimKey = WI.WorkItemDimKey      AND (@IncludeDeleted = 1 OR CIFctForFilter.DeletedDate IS NULL)
LEFT OUTER JOIN dbo.IncidentClassificationvw AS ClassEnum ON I.Classification_IncidentClassificationId = ClassEnum.IncidentClassificationId
LEFT OUTER JOIN dbo.DisplayStringDimvw ClassDS ON ClassEnum.EnumTypeId=ClassDS.BaseManagedEntityId
AND ClassDS.LanguageCode = @LanguageCode
LEFT OUTER JOIN dbo.IncidentTierQueuesvw AS SupportEnum ON I.TierQueue_IncidentTierQueuesId = SupportEnum.IncidentTierQueuesId
LEFT OUTER JOIN dbo.DisplayStringDimvw SupportDS ON SupportEnum.EnumTypeId=SupportDS.BaseManagedEntityId                    AND ClassDS.LanguageCode =
@LanguageCode
LEFT OUTER JOIN dbo.IncidentStatusvw AS StatusEnum ON StatusEnum.IncidentStatusId = I.Status_IncidentStatusId
LEFT OUTER JOIN dbo.DisplayStringDimvw StatusDS ON StatusEnum.EnumTypeId=StatusDS.BaseManagedEntityId                      AND StatusDS.LanguageCode
= @LanguageCode
LEFT OUTER JOIN  dbo.WorkItemAssignedToUserFactvw ON dbo.WorkItemAssignedToUserFactvw.WorkItemDimKey = WI.WorkItemDimKey     AND (@IncludeDeleted = 1 OR dbo.WorkItemAssignedToUserFactvw.DeletedDate IS NULL)
LEFT OUTER JOIN dbo.UserDimvw AS AssignedTo ON dbo.WorkItemAssignedToUserFactvw.WorkItemAssignedToUser_UserDimKey = AssignedTo.UserDimKey
WHERE
((-1 IN (Select value from @tableClassification)) OR (I.Classification_IncidentClassificationId IN (Select value from @tableClassification)))
AND
((-1 IN (Select value from @tableSupportGroup)) OR (I.TierQueue_IncidentTierQueuesId IN (Select value from @tableSupportGroup)))
AND
((@ID IS NULL) OR (I.Id IN (Select value from @tableID)))
-- exec ServiceManager_Report_Incidents @Classification=N'281,415,9,135',@SupportGroup=N'72,-1,69,43',@ID=N'IR55145'

SCSM 2012 R2- Workflows not generating email notifications and other issues

hace tres días que no corren mis flujos de trabajo en SCSM 2012, veo el visor de eventos y lo único que conisgo es el siguiente error:
The request to synchronize state for OpsMgr Health Service identified by "f85f05c3-0e7b-d49d-b849-98faad4ad74a" failed due to the following exception "Microsoft.EnterpriseManagement.Common.DataItemDoesNotExistException: An instance was deleted
before its properties could be read.
   at Microsoft.Mom.ConfigService.SvcMgrDataAccess.ConfigurationDataAccessor.QueryInstanceProperties(ReadOnlyCollection`1 instances)
   at Microsoft.Mom.ConfigService.DataAccess.DatabaseAccessor.QueryInstanceProperties(ReadOnlyCollection`1 instances)
   at Microsoft.Mom.ConfigService.Engine.ConfigurationEngine.CommunicationHelper.StateSyncRequestTask.ConfigurationItems.Instances.CollectPublicProperties(ReadOnlyCollection`1 identities, IConfigurationDataAccessor dataAccessor)
   at Microsoft.Mom.ConfigService.Engine.ConfigurationEngine.CommunicationHelper.StateSyncRequestTask.ConfigurationItems.ConfigurationItemCollection`2.CollectPublicProperties(IConfigurationDataAccessor dataAccessor)
   at Microsoft.Mom.ConfigService.Engine.ConfigurationEngine.CommunicationHelper.StateSyncRequestTask.ConfigurationItems..ctor(StateContext stateContext, IConfigurationDataAccessor dataAccessor)
   at Microsoft.Mom.ConfigService.Engine.ConfigurationEngine.CommunicationHelper.StateSyncRequestTask.CreateResponse(Managers managers)
   at Microsoft.Mom.ConfigService.Engine.ConfigurationEngine.Managers.Synchronize(OnDoSynchronizedWork onDoSynchronizedWork)
   at Microsoft.Mom.ConfigService.Engine.ConfigurationEngine.CommunicationHelper.StateSyncRequestTask.Execute(Managers managers)
   at Microsoft.Mom.ConfigService.Engine.ConfigurationEngine.CommunicationHelper.StateSyncRequestTask.Run(Guid source, String cookie, Managers managers, IConfigurationDataAccessor dataAccessor, Stream stream, IConnection connection)".
Como puedo hacer para volver a instalar los MP de flujos de trabajo, he borrado cache peor sin éxito.

Iffectatodosworkflowsfrom the dayJuly 18began tofail andno longersendingnotifications, I have reviewedthe
databasewithqueries thatprovideSubscriptionStatus.sql
WorkflowPerformanceTroubleshootingQueriesV2
and I note thatit isthe difference betweenucha Workflow Watemark and Trasaction Log Watermark

Error while creating SCSM 2012 sp1 self-portal on SP2013

Hell to everyone
today dive into SCSM installation and self-service portal setup. the environment i use is as following:
Windows 2008 R2 Datacenter x64 SP1
SQL 2012 BI Edition
Sharepoint server 2013 Enterprise Edition
SCSM 2012 SP1
i have successfuly set up SCSM 2012. everything is workig fine.
but when i go to sel-service portal setup (all components on one server - both Web-Content server and SP WebParts) i face with an error
_CreateSharePointWebSite.F175D191_81C3_4A7D_A05B_6A250575B468
the error is related to Site creation and SP webparts installation.
i tried to setup just Web-Content Server and installation was finished successfully.
Please help me with the issue! very urgently
there is no honda without racing

Hi Pavel,
According to your description, my understanding is that you got an error when you set up Service Manager 2012 SP1 running on SharePoint 2013.
Please check whether you have configured SCSM and SharePoint 2013 correctly. You can check as the following link:
http://blogs.technet.com/b/thomase/archive/2013/08/19/how-to-get-service-manager-2012-self-service-portal-running-on-sharepoint-2013.aspx
Please make sure you used the same account to instal SharePoint and Service manager.
If this issue still exists, please do as the followings:
Open Central Administration\Monitoring\Review job defintions, select the servers in the farm one-by-one , then click Application Server Administration Service Timer Job, click Disable.
Restart "Sharepoint 2010 Timer " in services.msc on all servers in the farm.
Try to install the SCSM portal.
Click Central Administration\Monitoring\Review job defintions\Application Server Administration Service Timer Job, click Enable.
Restart "Sharepoint 2010 Timer " in services.msc on all servers in the farm
Here are some similar links for your reference:
http://social.msdn.microsoft.com/Forums/sharepoint/en-US/47d43d25-6e14-464a-b899-c13dcbad880f/error-while-installing-service-manager-selfservice-portal?forum=sharepointcustomizationprevious
http://scug.be/valerie/2011/12/01/scsm-2012-self-service-portal-setup-can-t-create-a-new-site/
I hope this helps.
Thanks,
Wendy
Wendy Li
TechNet Community Support

IN SCSM 2012 SP1 email notification duplicating

We use SCSM 2012 SP1 in our environment. We create mail notification's for incident assignment. But a mail notification for an incident under same template going 2 times.
How can we configure it like for an incident same mail go for single time not twice.
Please help me ASAP.
Mithun Dey Web: http://cloudmithun.wordpress.com If this may give your necessary resolution please mark it as Answre.

Dear Mithun,
if email notifications are duplicated, it means that 2 workflows that send emails are running on the same incident, kindly check your workflows and their criterias.
Best Regards
Jreij12

SCSM 2012 R2 AD connector sync issue

Hi Guys,
I have a very strange
issue with the AD connector and have been struggling with it for a couple of days now. Frankly I’m out of options and hope some here can help me out.
Let me start by telling you briefly how our environment is setup.
Domain1 : 500 users, 600 workstations, 100 servers
Mainly used for office automation, with Exchange2010, MS SQL2008R2, Link, SCOM 2012 R2, SCCM2012 Windows 7 clients etc. Domain level is 2008 R2, with two domain
controllers.
Domain2 : 50 users, 250 servers
Web and Application servers.
Domain3 : 80 workstations, 100 users
Just a bunch of workstations for public use.
Service Manager : is member of Domain1
Version             : SCSM 2012 R2
OS
: Windows Server 2012 R2 x64
SCSM-SRV-1
: management server
SCSM-SRV-2
: Datawarehouse server
MS SQL cluster 2008 R2 x64
Instance1
: Service Manager database
Instance2
: Datawarehouse databases
Domain1
AD_Connector1 : Users
AD_Connector2 : Servers/workstations
AD_Connector3 : Printers
SCCM connector
SCOM CI connector
Exchange connector
Domain2
AD_Connector4 : Users
AD_Connector5 : Servers
Domain3
AD_Connector6 : Users
AD_Connector7 : Servers/Workstations
The problem is only with the AD connectors for Domain1, the ones for domain 2 and 3 are working as they should.
What happens;
1. Create AD_Connector1 succesfully
2. Start a manual sync, all goes well. CMDB now contains all users from domain1
3. Create some new users in AD
4. Start a manual sync, new users are not synced.
When I reboot SCSM-SRV-1 and do a manual sync users are populated again.
Doing a second sync after adding users they again don't get synced. When I leave it at this the users apear in the CMDB after a couple of days (varies from 1 to
5 days).
When succesful the evenlog shows event id, 3102, 3103, 333, 3305, 3339, 34011 and 34012
When it goes wrong the evenlog shows event id, 3102, 3103, 333, 3305
and 3339. Further no errors.
I tried;
- recreating the connectors
- using different service accounts
- created a second service manager environment for testing purposes. (freshly installed SCSM with only 2 AD connectors one for domain1 users (TESTOU) and one for
domain2 users (TESTOU). Same problem the one for domain2 manualy syncs well each time I try and the one for domain1 only the first time after a reboot.
Since the problem occurs only with domain1, and the connector at least works well the first time, I assume there is no problem with the Service Manager
installation.
I checked the domain controllers and see no problems everything looks oke.
Hope some one can shed some light on this for me.

Hi there,
ve tried installing the upgrade
SCSM Rollu2

Detect End User Computer for Incident Request -SCSM 2012 Self Service Portal

Hi all,
We want to automatically select user computer name when user submitting a incident request through SCSM 2012 Self Service Portal. I would like to know is there are OOB feature or workaround without code.
Our client does not want to select computer from the list. :) Hence they need Self Service Portal to detect the user computer
Thanks in Advance

Follow the step
1. Create Request Offering and select "Query Results" for Computer
2. Select Class : Computer (Advanced)
3. Configure Criteria Primary User Set Token : Portal User Name
4. Choose Display Column example: NetBIOS Computer Name
5. Go to portal, once the form loaded it will auto populate the Primary User Computer
Hope this help !

Incident Assigned - Workflow - SCSM 2012

Hi,
I have recently implemented SCSM 2012 at our organisation and am implementing workflows for notifications.
I have created an "Incident Assigned to Analyst" workflow that will send a notification to the user and Analyst in question but am receiving a notification every single time the incident is updated with anything.
The logical fix would be to specificy the event criteria as follows:
Changed from
Incident, assigned to user is empty
Chanted to
Incident, assigned to user is not empty
... but the changed from class doesn't allow me to select the "assigned to user" property group.
... ... and on top of this, this also obviously won't trigger when an incident has changed hands.
I'm clearly going about this the complete wrong way - could you kindly advise if there is another way I direction I should be headed to achieve this goal?
Any advice is much appreciated.
Thanks in advance!

You need to use a relationship subscription like this:
<Rule ID="IncidentAssignmentChanges" Enabled="true" Target="SystemCenter!Microsoft.SystemCenter.SubscriptionWorkflowTarget" ConfirmDelivery="false" Remotable="true" Priority="Normal" DiscardLevel="100">
<Category>Discovery</Category>
<DataSources>
<DataSource ID="DS" TypeID="SystemCenter1!Microsoft.SystemCenter.CmdbInstanceSubscription.DataSourceModule">
<Subscription>
<RelationshipSubscription RelType="$MPElement[Name='WorkItem!System.WorkItemAssignedToUser']$" SourceType="$MPElement[Name='CoreIncident!System.WorkItem.Incident']$" TargetType="$MPElement[Name='System!System.Domain.User']$">
<AddRelationship />
</RelationshipSubscription>
<PollingIntervalInSeconds>10</PollingIntervalInSeconds>
<BatchSize>100</BatchSize>
</Subscription>
</DataSource>
</DataSources>
<WriteActions>
<WriteAction ID="WA" TypeID="SystemCenter1!Microsoft.EnterpriseManagement.SystemCenter.Subscription.WindowsWorkflowTaskWriteAction">
<Subscription>
<EnableBatchProcessing>true</EnableBatchProcessing>
<WindowsWorkflowConfiguration>
<AssemblyName>Microsoft.EnterpriseManagement.ServiceManager.Incident.Workflows</AssemblyName>
<WorkflowTypeName>Microsoft.EnterpriseManagement.ServiceManager.Incident.Workflows.AutomaticIncidentChangeWorkflow</WorkflowTypeName>
<WorkflowParameters>
<WorkflowArrayParameter Name="InstanceIds" Type="guid">
<Item>$Data/BaseManagedEntityId$</Item>
</WorkflowArrayParameter>
<WorkflowParameter Name="NotificationRulesEnabled" Type="boolean">True</WorkflowParameter>
<WorkflowArrayParameter Name="NotificationTemplates" Type="guid">
<Item>D53D4D1A-F924-E53D-780B-120E8C9C04B7</Item>
</WorkflowArrayParameter>
<WorkflowArrayParameter Name="UserAliasOrRelationships" Type="string">
<Item>15e577a3-6bf9-6713-4eac-ba5a5b7c4722</Item>
</WorkflowArrayParameter>
</WorkflowParameters>
<RetryExceptions />
<RetryDelaySeconds>60</RetryDelaySeconds>
<MaximumRunningTimeSeconds>1500</MaximumRunningTimeSeconds>
</WindowsWorkflowConfiguration>
</Subscription>
</WriteAction>
</WriteActions>
</Rule>
Full details on the SCSM blog here:
http://blogs.technet.com/b/servicemanager/archive/2009/12/15/custom-notification-workflow-on-incident-assignement-or-re-assignment.aspx
Rob Ford scsmnz.net

Issue with permission while creating incident

We have an issue. Sometimes our analytics get "no sufficient permission to perform the operation".
First of all they assigned roles with different queues. They have access to edit incidents with user role profile advanced operators and queue for incidents with status New. And they have access to read incidents with user role profile read-only operator
and queue for incidents with statuses Closed or Canceled.
When open new form for creating incident and wait a few minutes they may can't save incident and get permission error. But object in newly opened incident form isn't added in any queues. And then I find that incident was actually created.
Also when they save incident successfully, they can't even see it for up to 5 minutes while incident isn't in queue.
That's really annoying and confusing. As I can't get any way to troubleshoot what exactly form can't save.
Any workarounds to this? Or how do you separate access to closed and active incidents?

Hi
Rather than creating queues for these, you may be better creating Views for this instead, unless you specifically need to deny access to work items in these states.
Queue membership is calculated on a schedule and incurs a performance overhead. Therefore I tend to use these sparingly for things like support group separation and SLO targeting.
Also, if your analysts are opening an incident and waiting for a while, it is likely that a background workflow is updating the incident while the analyst has the record open. This will prevent the changes from being committed and will generate an
error.
HTH
Shaun

Issue when creating a new email account on Adobe BC

Hi,
I got a big issue when I tried to create a new email account for my site, which is a very email account to me, and I had been using that email address for over 10 years.
Here is the issue, When I created this email account, Adobe BC keep telling me that account has been created (please see the screen shots below), but I did not see this email account on the BC's backend email account list at all. I tried to create that email for over dozen times, it just won't work!
Please anyone who can help me on this, or anyone from Adobe BC tech support team, please contact with me. Becasue I having hard time finding your tech support telephone numeber.
Thank You.

Hello designonly.
You are saying that you have been using that email address for over 10 years. So you are trying to make an address which already somewhere exists?
That brings me to another thing - is the DNS setup made well? In order to make email address work, you should edit the A-Name & NS. Sometime even more settings (depend on domain registrar).
designonly, is this your first email setup?

Deleting queued email notifications in SCSM 2012

Hi,
We have disabled the email notification channel in SCSM 2012 and the workflows which are used to trigger the email notification were running.
Now, we need to enable the notification channel. But, we suspect that all the old emails which are queued in workflow will trigger once we enable the notification and will spam the customers mailbox.
If this is the case, how can we find and kill the pending email notifications in SCSM 2012.
Please suggest how to proceed with this.
Thanks
Kumaresan Lakshmanan

Hi,
Take a look at the end of this post, right Before the appendix:
http://blogs.technet.com/b/servicemanager/archive/2013/01/14/troubleshooting-workflow-performance-and-delays.aspx
You will need to increase your watermark if you want to make sure that old notifications won't trigger.
Regards
//Anders
Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

Early iMac (not Lion eligible), does my mobile me email address cease to work after June, 2012? Can one create an iCloud email address?

Cannot update to Lion on this early intel iMac. Now I find out I cannot move mail, contacts to iCloud. My question is, will my mobile me email address continue to work after June, 2012? Can one create an iCloud email address to use with iPhone and iPad?

If you own a iOS5 idevice like a ipod touch you are eligible to use icloud. This will preserve your current Email and Adress Book data after MobileMe dies next year.
Else you would need to purchase a Lion capable Mac or set up a Vista/Win7 PC with office2007/10 to use icloud.

Create and send email issue with UCCX/IP-IVR 8.0 script

Hi all,
I am facing issue with create and send email option with script. In my call flow there is an option to offer call to key in their phone number and script need to pass that phone number to supervisor as an email. I have created the script but every time when I key in the phone number is pass through the unsuccessful node. Please find the script as attachment.
Thanks and Regards,
Ashfaque

Hi How Yee,
Which version of UCCX/IPIVR you are using and what is the type of license? Because this feature is only supported with Premium License. Please check the UCCX data sheet from the below link.
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-629807.html
You will get the information under "Integrated IVR Features with Server Software" of table:4.
Thanks and Regards,
Ashfaque.

Performance issue SCSM 2012 R2

Hellol
We have SCSM 2012 R2 (no RU), we have a performance issue, when we set implemener for Manual Activity and press OK, CPU utilization raises to 25-30% for 1,5 minutes and during this period console is not working. What can be a reason of it? On the SQL Servers
(CMDB) there are enough resources, servers are virtual (cluster mode). How can we investigate this issue? SCSM is not used in the production yet.
Disabled 4 subscriptions for manual activity, but did not help.

In the UR2/UR3 of SCSM 2012 R2 is a console performance fix. You should consider to install the latest UR and give it a try again.
Andreas Baumgarten | H&D International Group
We installed UR3 today and problem is not solved, also we defined problem more clear, it happens when we specify user AD login without pressing check button even.... also same problem when we press "..."button to find AD users. So problem not when
we save MA, it is related to searching AD users. SQL servers have 8 cores each, cluster mode, enough free space. "Users" tab shows ~57 000 user accounts.

SCSM 2012 - creating incident fro email - description issue

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