SCSM 2012 R2 Exchange Connector - Close an Incident in SCSM?

Hi All
We have e-mails going from SCSM to 3rd party Ticketing tool called Footprints. We send New and Close e-mails to Footprints from SCSM. However I am exploring having Footprints to send its own Close emails to the Exchange Connector monitored
mailbox (so SCSM\SCOM will close Incidents\Alerts when they have been closed in Footprints). Is this possible? can the tool correlate an E-mail in the Monitored mailbox to an Incident in SCSM that should be closed? If so does the E-mail need to
be Formatted in a particular way? e.g. SCSM ID in E-mail Title? etc
Any thoughts much appreciated!
Kind Regards
Andrew

No need to modify the keyword cause incident ID must to be in the square brackets. Please refer to the connector's guide for a detailed explanation. Just place ID in [] and the keyword in the message's body.
Cheers,
Marat
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Similar Messages

Service Manager 2012 R2 - Exchange connector - Resolve an incident

I am trying to resolve an incident by adding [Resolved] to the subject of an email. The email already has [IR###] in it.
Responding to the email does update the incident so the Exchange connector is working. However adding the additional [Resolved] does not actually Resolve the ticket.
I verified the parsing keyboard was indeed [Resolved]
Ideas? I had trouble finding any detailed documentation on this feature.

The [IRxyz] needs to be in the
subject of the email, the [Resolved] must be in the
body of the email.
Than it should work with resolving the incident via email ;-)
Hope this helps.
Andreas Baumgarten | H&D International Group

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

Exchange Connector turn off incident templates to apply when incidents are updated

The exchange connector is great when it comes to creating incidents but not so great when it comes to updateing incidents.
It's very irritating that users receive an email whenever an incident or request changes.
Is their a way to turn off incident templates to apply when incidents are updated?
I haven't found any information on this.

it does sound like someone has configured a notification or a workflow somewhere that is sending out the action log comments. you will need to find out where that is in order to troubleshoot further.
Unless it's changed in the exchange connector 3.1 when analyst comments were sent in via email before they would not send out due to the private flag being marked as 'NULL'.
What are the action log entries showing when you email in?

SCCM 2012 and Exchange Connector some how getting wrong domain when associating devices to users

I happen to go to the SCCM software catalog site and click devices and noticed that my mobile device was not included.
After finding my device in All Mobile Devices I found the following:
For my device the connect assigned Foo\UserName where it should have actually been Bar\UserName.
Our domain is foo.domain but when we log in to computers we use bar\Username. If I login as
[email protected] authentication works.
So how do I get the SCCM Exchange connector to select Bar\UserName and not foo\username? I'm guessing that this is actually an Exchange issue but I figure I would ask here first.
Thanks!

Since no one has answer this post, I recommend opening a support case with CSS as they can work with you to solve this problem.
Garth Jones | My blogs: Enhansoft and
Old Blog site | Twitter:
@GarthMJ

Scsm 2012 r2 (ur 3) with exchange connector 3 - state never run but reveices mail in opm log?!

Hello everybody,
we have installed scsm 2012 r2 (UR 3) with exchange connector 3. We have connected the connector by the workflow Account (domain user "servicedesk" is in local admin group of the sm server and in the sm Administrators group) and have access
to the mailbox on exchange (2010; autodiscovery is working correct). We receive all mails in the servicedesk mailbox on restarting the sm services and see the mails in the opm logs. But no incidents are created and the connector stays in "never
tun" state and does not receive mails any More after the first start. What do we have missed to check? Beste regards Thomas

i have added the registry keys.
the last log says:
EwsResponse: <Trace Tag="EwsResponse" Tid="1" Time="2014-08-10 18:38:52Z" Version="14.03.0067.001">
<?xml version="1.0" encoding="utf-8"?>
<s:Envelope xmlns:s="http://schemas.xmlsoap.org/soap/envelope/">
    <s:Header>
      <h:ServerVersionInfo MajorVersion="14" MinorVersion="3" MajorBuildNumber="174" MinorBuildNumber="1" Version="Exchange2010_SP2" xmlns:h="http://schemas.microsoft.com/exchange/services/2006/types"
xmlns="http://schemas.microsoft.com/exchange/services/2006/types" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" />
    </s:Header>
    <s:Body xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
      <m:FindItemResponse xmlns:m="http://schemas.microsoft.com/exchange/services/2006/messages" xmlns:t="http://schemas.microsoft.com/exchange/services/2006/types">
        <m:ResponseMessages>
          <m:FindItemResponseMessage ResponseClass="Success">
            <m:ResponseCode>NoError</m:ResponseCode>
            <m:RootFolder IndexedPagingOffset="1" TotalItemsInView="1" IncludesLastItemInRange="true">
              <t:Items>
                <t:Message>
                  <t:ItemId Id="AAMkAGM0NzI4Nzc5LWM0NWMtNDBiZC1iMjIyLWU5YTZlNGM0YjVjZgBGAAAAAADPPKNYSCzLRLMWL/UoJg1CBwAVmecTYATlQovl76GEizxlAAAAoyGrAAAVmecTYATlQovl76GEizxlAAAAo0kZAAA="
ChangeKey="CQAAABYAAAAVmecTYATlQovl76GEizxlAAAAo4Fd" />
                  <t:ParentFolderId Id="AAMkAGM0NzI4Nzc5LWM0NWMtNDBiZC1iMjIyLWU5YTZlNGM0YjVjZgAuAAAAAADPPKNYSCzLRLMWL/UoJg1CAQAVmecTYATlQovl76GEizxlAAAAoyGrAAA="
ChangeKey="AQAAAA==" />
                  <t:ItemClass>IPM.Note</t:ItemClass>
                  <t:Subject>Test 1</t:Subject>
                  <t:Sensitivity>Normal</t:Sensitivity>
                  <t:DateTimeReceived>2014-08-10T18:35:12Z</t:DateTimeReceived>
                  <t:Size>2858</t:Size>
                  <t:Importance>Normal</t:Importance>
                  <t:IsSubmitted>false</t:IsSubmitted>
                  <t:IsDraft>false</t:IsDraft>
                  <t:IsFromMe>false</t:IsFromMe>
                  <t:IsResend>false</t:IsResend>
                  <t:IsUnmodified>true</t:IsUnmodified>
                  <t:DateTimeSent>2014-08-10T18:34:56Z</t:DateTimeSent>
                  <t:DateTimeCreated>2014-08-10T18:35:12Z</t:DateTimeCreated>
                  <t:DisplayCc />
                  <t:DisplayTo>Service Desk</t:DisplayTo>
                  <t:HasAttachments>false</t:HasAttachments>
                  <t:Culture>de</t:Culture>
                  <t:EffectiveRights>
                    <t:CreateAssociated>false</t:CreateAssociated>
                    <t:CreateContents>false</t:CreateContents>
                    <t:CreateHierarchy>false</t:CreateHierarchy>
                    <t:Delete>true</t:Delete>
                    <t:Modify>true</t:Modify>
                    <t:Read>true</t:Read>
                  </t:EffectiveRights>
                  <t:LastModifiedName>Thomas Göttl</t:LastModifiedName>
                  <t:LastModifiedTime>2014-08-10T18:35:12Z</t:LastModifiedTime>
                  <t:Sender>
                    <t:Mailbox>
                      <t:Name>Thomas Göttl</t:Name>
                    </t:Mailbox>
                  </t:Sender>
                  <t:IsReadReceiptRequested>false</t:IsReadReceiptRequested>
                  <t:ConversationIndex>Ac+0ycOTmfHK8XrvSM2ftu9rcjREeg==</t:ConversationIndex>
                  <t:ConversationTopic>Test 1</t:ConversationTopic>
                  <t:From>
                    <t:Mailbox>
                      <t:Name>Thomas Göttl</t:Name>
                    </t:Mailbox>
                  </t:From>
                  <t:InternetMessageId><[email protected]></t:InternetMessageId>
                  <t:IsRead>false</t:IsRead>
                  <t:ReceivedBy>
                    <t:Mailbox>
                      <t:Name>Service Desk</t:Name>
                    </t:Mailbox>
                  </t:ReceivedBy>
                  <t:ReceivedRepresenting>
                    <t:Mailbox>
                      <t:Name>Service Desk</t:Name>
                    </t:Mailbox>
                  </t:ReceivedRepresenting>
                </t:Message>
              </t:Items>
            </m:RootFolder>
          </m:FindItemResponseMessage>
        </m:ResponseMessages>
      </m:FindItemResponse>
    </s:Body>
</s:Envelope>
</Trace>
and the one before:
EwsResponseHttpHeaders: <Trace Tag="EwsResponseHttpHeaders" Tid="1" Time="2014-08-10 18:38:52Z">
200 OK
Transfer-Encoding: chunked
Content-Encoding: gzip
Vary: Accept-Encoding
Persistent-Auth: false
Cache-Control: private
Content-Type: text/xml; charset=utf-8
Date: Sun, 10 Aug 2014 18:38:51 GMT
Server: Microsoft-IIS/7.5
WWW-Authenticate: Negotiate oYGyMIGvoAMKAQChCwYJKoZIgvcSAQICooGaBIGXYIGUBgkqhkiG9xIBAgICAG+BhDCBgaADAgEFoQMCAQ+idTBzoAMCAReibARqZCLk7OlBLjMLGg8XtQO+mutKfYPyK2jeJ2B+wq9raDj1chIZkQT0/72YftQJfdtu1DwfzmlEz8kDSD7ElFT2nF/T5LMDIMT4EpLJALsGQPTec86ubSbl1dKsIZn09qdoGDg5tGxV0bwOSg==
X-AspNet-Version: 2.0.50727
X-Powered-By: ASP.NET
</Trace>
the one before:
EwsRequest: <Trace Tag="EwsRequest" Tid="1" Time="2014-08-10 18:38:51Z" Version="14.03.0067.001">
<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:m="http://schemas.microsoft.com/exchange/services/2006/messages" xmlns:t="http://schemas.microsoft.com/exchange/services/2006/types" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
    <soap:Header>
      <t:RequestServerVersion Version="Exchange2007_SP1" />
      <t:TimeZoneContext>
        <t:TimeZoneDefinition Id="W. Europe Standard Time" />
      </t:TimeZoneContext>
    </soap:Header>
    <soap:Body>
      <m:FindItem Traversal="Shallow">
        <m:ItemShape>
          <t:BaseShape>AllProperties</t:BaseShape>
        </m:ItemShape>
        <m:IndexedPageItemView MaxEntriesReturned="1" Offset="0" BasePoint="Beginning" />
        <m:Restriction>
          <t:And>
            <t:IsEqualTo>
              <t:FieldURI FieldURI="message:IsRead" />
              <t:FieldURIOrConstant>
                <t:Constant Value="false" />
              </t:FieldURIOrConstant>
            </t:IsEqualTo>
            <t:IsEqualTo>
              <t:FieldURI FieldURI="item:ItemClass" />
              <t:FieldURIOrConstant>
                <t:Constant Value="IPM.Note" />
              </t:FieldURIOrConstant>
            </t:IsEqualTo>
          </t:And>
        </m:Restriction>
        <m:ParentFolderIds>
          <t:DistinguishedFolderId Id="inbox" />
        </m:ParentFolderIds>
      </m:FindItem>
    </soap:Body>
</soap:Envelope>
</Trace>
the one before:
EwsRequestHttpHeaders: <Trace Tag="EwsRequestHttpHeaders" Tid="1" Time="2014-08-10 18:38:51Z">
POST /EWS/Exchange.asmx HTTP/1.1
Content-Type: text/xml; charset=utf-8
Accept: text/xml
User-Agent: ExchangeServicesClient/14.03.0067.001
Accept-Encoding: gzip,deflate
</Trace>
the one before (xxx for our Domain):
Exchange Connector: Autodiscovered URL: https://sv-exchange01.xxx.intra/EWS/Exchange.asmx
Is there something we missed?

How to create a Service request using Exchange connector in SCSM 2012

HI ,
I am able to create Incident request using exchange connector.Could you please let me know that how can i create Service request using Exchange connector 3.0.
Thanks in advance.

Hi,
Select a service request's template for new work items on the last wizard's page.
Cheers,
Marat
Site: www.scutils.com Twitter:
LinkedIn:
Graveyard:

SCSM 2012 Exchange connector 3.0 Status Never Run.

HI ,
SCSM exchange connector was Running for almost 8 months . all of sudden it stopped pulling email from Exchange Server.
I looked in to the issue and did not found any major error in the Event log “Operation Manager”
Only event were warning, “OpsMgr Config Service failed to send the dirty state notifications to the dirty OpsMgr Health Services. This may be happening because the Root OpsMgr Health Service is not running.” I did not installed SCOM at
all. This server is not connected to any SCOM server.
I have reinstalled the Exchange web Service API (copied file to SCSM folder)
I have reinstalled exchange connector 3.0 (copied files to SCSM folder and imported management packs)
Created new Exchange connector and all test passed.
But the connector status stays “Never Run”
In my regedit ,I also made the following changes
KEY_LOCAL_MACHINE\SOFTWARE\Microsoft\System Center Service Manager Exchange Connector
EnableEWSTracing = 7
LoggingLevel= 7
I have also looked and tried every option with “Run as Account” and also making admin Role.
I am not getting any error in the log apart from following warning .
I did not found any major error in the Event log “Operation Manager
Only event were warning, “OpsMgr Config Service failed to send the dirty state notifications to the dirty OpsMgr Health Services. This may be happening because the Root OpsMgr Health Service is not running.
Can someone help me , what should be the next step.

the reason you are seeing operations manager errors is because Service manager uses the operations manager SDK to do all of it's work. the error that you are seeing "OpsMgr Config Service failed to send the dirty state notifications to the dirty OpsMgr
Health Services. This may be happening because the Root OpsMgr Health Service is not running." means that the service manager configuration service can't notify the data access service that there are changes to it's MP base, for whatever reason.
i would stop all the system center services on this server, go into the service manager folder, find the "Health state" and "Config State" folders, and move them somewhere else on the system, then restart both services. assuming your
system isn't otherwise damaged, this will force both the config and data access services to rebuild their cache from the database, and should unstick your workflows.

Scsm 2012 - exchange connector 3

Hi,
I have been asked to check that we are on exchange connector 3, am i correct in saying that the bit I have highlighted below shows we are on exchange connector 3 already?
Plus i noticed the version number of 7.5.8501.0 is old and this maybe why we have no option to select/or unselect 'log items for user from CMDB only' when we set up an exchange connector. Does
anyone know how I can update this?
<ManagementPack ContentReadable="true" SchemaVersion="2.0" OriginalSchemaVersion="1.1" xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
<Manifest>
    <Identity>
      <ID>Microsoft.SystemCenter.ExchangeConnector</ID>
      <Version>3.0.0.0</Version>
    </Identity>
    <Name>Microsoft.SystemCenter.ExchangeConnector</Name>
    <References>
      <Reference Alias="ServiceManager.LinkingFramework.Library">
        <ID>ServiceManager.LinkingFramework.Library</ID>
        <Version>7.5.3079.0</Version>
        <PublicKeyToken>31bf3856ad364e35</PublicKeyToken>
      </Reference>
      <Reference Alias="Console">
        <ID>Microsoft.EnterpriseManagement.ServiceManager.UI.Console</ID>
        <Version>7.5.3079.61</Version>
        <PublicKeyToken>31bf3856ad364e35</PublicKeyToken>
      </Reference>
      <Reference Alias="Windows">
        <ID>Microsoft.Windows.Library</ID>
        <Version>7.5.8501.0</Version>

oh, you did start another thread....
ok, you might want to make sure you are using
the RTM version, rather then the RC version which was also called 3.0.
the version number you reference is the expected minimum version of the Microsoft.Windows.Library (which explains why it has the somewhat odd version number). it's ok if it's below the current version, since this is just the minimum accepted version
for that Reference Alias.

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

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

Getting error when trying to create Exchange Connector in System Center Service Manager 2012

Getting error when trying to create Exchange Connector in System Center Service Manager 2012
The connection to the server was unsuccessful. Please check the server name and/or credentials entered.
Additional Information: The server URL is not accessible or the user does not have permission to access it (message: The request failed. The remote server returned an error: (401) Unauthorized.
Warm Regards, Pramod Kumar Singh Manager-IT

Someone sorted out this issue by installing API 1.2 and copying the dll files to the service manager server ,service folder and replacing it with API 2.0 dll files.
Also, your question is related to SCSM, please post at SCSM forum if you have further question.
Juke Chou
TechNet Community Support

How to configure SCSM exchange connector when exchange server is in different domain.

We installed/configured SCSM in ABC domain and now need to use exchange connector for incident alert mail.
But exchange server is in different domain, say XYZ.
How do we configure?
Thanks,
Abhilash

Cannot configure trust at AD level. But in the config article, following points are given.. but not clear on first 2 steps. Also, we did not find option to "navigate to certificate template and right click certificate templates".
sorry, i dont have much exp with certificates. If steps are described little more clear, would be helpful.
a. If your Service Manager management server does not have a trusted relationship with the Exchange Server, open Certificate Services and create a duplicate copy of the Web Server Certificate Template. Ensure that Private Key Export and Publish
in AD are selected, and then add Read and Enroll permission to Authenticated Users.
b. In Certificate Services, navigate to Certificate Template and right-click Certificate Templates. Click New and then click Certificate Template to Issue. Select the template that you created in the previous step.
c. In Exchange Server, open the Microsoft Management Console and add the Certificates snap-in for the local computer. Right-click the Personal logical store, and then hover over All Tasks.
d. Select Request for New certificate and in the Certificate Enrollment wizard, select Active Directory Enrollment Policy and select the template that you created previously. When you select the certificate, you can click More Information to type
the Exchange Server’s FQDN name as the common name in the Subject tab. You can also type the FQDN name as the Friendly Name in the General tab.
Thanks,
Abhilash

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 and connectors are not triggered

Hi All,
Suddenly in my SCSM 2012 R2 Production environment , the connectors stopped synchronising at the schedule time and the Service request was in New state for very long time (stuck in New state).
When I started troubleshooting , I saw the workflow status in SCSM console , oops!! no entries
In operations manager event log , no logs generated regarding the connector issue or the SR workflow issue .
Then I tried starting the AD connector manually , two event logs (information-LFX service) generated
SyncBegin:Connector Id
SyncEnd:Connector Id
Then I stopped the services
Microsoft Monitoring Agent
System Center Data Access Service
System Center Management Configuration
deleted the health service state folder content and restarted the services
Then issue is solved , the connector started syncg and the service request state changed from New to In progress and all the workflows were triggered.
Since there is no events logged for this issue , this gonna make a huge impact in SCSM environment since workflows are the key feature in SCSM .
Is this a known issue in SCSM 2012 R2 and are there is any fix in the update rollups
Are there is any reason behind why we need to flush the SCSM health service state and how this affect the functioning of SCSM?
since we have the SCOM agent installed as part of SCSM installation and scom uses the same Health service state folder to monitor the SCSM server ??
sorry for too many questions , just to clarify my all doubts
Is there any permanent solution ?
Thanks,
Kalai

Hi,
This issue seems like a performance issue. It is recommended that you schedule the AD/SCCM connectors to run when console/system usage is low since it can have an impact on performance. You can use the following instructions to reschedule the AD connectors.
http://blog.scsmsolutions.com/2012/03/update-ad-and-sccm-connector-scheduler-with-powershell/
And here is a similar thread for you referenc, please go through it for more details:
Connectors are not Syncing in Service manager 2012 Sp1 RTM
https://social.technet.microsoft.com/Forums/systemcenter/en-US/2824c769-99ea-4ec6-ab7b-1007efdcb339/connectors-are-not-syncing-in-service-manager-2012-sp1-rtm?forum=connectors
Here is a link about Description of Update Rollup 2 for System Center 2012 R2 Service Manager:
https://support.microsoft.com/kb/2904710?wa=wsignin1.0
It seems that it does not have fix for this.
In addition, the newest one is Update Rollup 4 for System Center 2012 R2 Service Manager:
http://support.microsoft.com/kb/2989601
Regards,
Yan Li
Please remember to mark the replies as answers if they help and unmark them if they provide no help.

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