Technician can resolve (IR) incident request in scsm 2012 R2
Hello,
can technician resolve assigned IR in scsm 2012. If yes, kindly suggest how i setup this requirement.
Regards
Sheetla Maurya
Hi
I am unable to find out this Criteria : "Assigned
to me" can you tell me which work items i choose and filter for new queue creation. than i will test this option.
Regards
Sheetla Maurya
Similar Messages
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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 -
Editing Request Form - SCSM 2012 - Have an item span two StackPanels
Hello!
I'm finding this to be near impossible, perhaps someone out there can help.
I'm trying to add a 'List Picker' object to my Service Request Form. The Default form looks like this (just for reference):
And I'm trying to shuffle Urgency and Priority down, while leaving Source where it is. I've managed to get a visual mockup so you can see below:
The problem is that I can't find a way to have the new list picker span two stack panels. I can have it easily span one stack panel (the middle, or the leftmost work fine) but it limits it to expanding only within that stack panel. I can adjust the margins
so that the list picker does span the entire width of the form at a fixed width, but if the user scales the form on the machine they are running the console on, everything looks horrible.
Anyone have any idea how to get a list picker (or an additional panel object) spanning two Stack Panels so that everything scales properly?
Thanks!Hi Eli,
You are correct, the SR form does not have Stack Panels, like the IR form does. This does make the customizations much more difficult. When I added a field to the SR form, I just used the Authoring Tool and it was a bit challenging to get the
positioning correct. You could always create a new tab and implement a custom control that would allow you to put in some Stack Panels. I agree, the SR and IR forms are built differently.
http://blog.scsmsolutions.com/2011/08/create-custom-user-control-for-scsm-2010/
Until the Whole World Hears -
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 AdvanceFollow 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 ! -
Where can I download SDK for SCSM 2012 RTM? (version 7.5.1561.0)
Where can I download the SDK for SCSM 2012 RTM (version 7.5.1561.0)?
I have an older SCSM 2012 system that I'm not sure what SDK is compatible with it.
The reason is that I need to run SMLets on that older version in PowerShell.
Thanks!Hey
Are you looking for the SDK binaries? They are located in the "SDK binaries" folder in the SCSM installation folder of the Management Server.
Cheers
Marcel
Marcel Zehner // Blog --> http://marcelzehner.ch // Twitter --> @marcelzehner // Business --> http://www.itnetx.ch -
Adding Resolution Comment with an e-mail in SCSM 2012
Hi,
I installed Exchange Connector 3.0. Using Parsing Keywords Technicians can resolve or close incidents with sending an e-mail. But it's unable to use it because they can not add resolution comment.
Dou you have any idea about adding resolution comment when resolving the incident with an e-mail?
ThanksI took a closer look at the exchange connector v3 manual. And in the manual it says the following. In the 3rd paragraph. That is what you want to do? resolve an incident and the mail you are sending will be added as a resolution. Then the exchange connector
can achieve this.
I am not using the connector myself but according to it's manual it is possible.
When an email message with an incident ID in the subject also contains the configurable keyword for resolving, for example
[Resolved], or closing
[Closed], the connector does the following
1. Changes the status of the incident accordingly, updates the action log, and attaches any files.
2. Adds the sending user as the resolving or closing user.
3. Adds the content of the most recent email message to the resolution description field when the [Resolved] keyword is sent.
4. Resolves and closes the incident (in separate transactions) if both the [Resolved] and the [Closed] keywords are present. First, the resolution is logged in the database immediately,
http://www.microsoft.com/en-us/download/details.aspx?id=38791
www.zgc.se - Sysadmin blog. -
SCSM 2012 - Old Technician notification of incident reassignment
We have a dispersed Service Request environment where technician are spread out geographically. I would like to setup a notification that notifies the the technician of an Incident assignment change but i want to notify the previous technician of the change.
For example
Technician A is working on an incident that was assigned to them. Technician B see's the incident in the Q and assigns it to themselves because the see no notes in the log that the Technician has done anything. Now technician A and B are working on the same
incident. Technician B resolves the ticket but Technician A is still researching the incident because he/she did not know that someone else was working on it nor that it was resolved.
I have a notification setup that notifies they new technician on assignment change but I need on to notify the old technician the their incident was reassigned to another technician.
Thank youHi,
I wrote a blog post about that some time ago
http://www.scutils.com/blog/scutils-blog/system-center-2012-service-manager/how-to-inform-ex-assignedto-analyst
Cheers,
Marat
Site: www.scutils.com Twitter:
LinkedIn:
Graveyard: -
Hello MSSCSM community,
is it possible to change the request offering mapping of the "Create a request" button (Image1)? By default it points to "Generic Incident Request" request offering. But this is related to a sealed MP and cannot be edited. So i cannot
change name, image, user prompts etc. I created a new custom request offering "Incident request" and disabled "Generic Incident Request". But now the "Create a request" button throws an error (Image2) because Generic
Incident Request is not available anymore. How to map the button to a custom request offering?
Thanks an regards
VespThanks a lot for your replies. The blog entry is very interesting for having a diffrent "Request offering" mapped to the button instead of standard "Genereic Incident Request (EN)". But i now figured out a very easy solution for me.. i unpublished and disabled "Genereic
Incident Request (EN)" and then system takes the sealed "Genereic Incident Request" (without (EN)) that cannot be edited. I simply reenabled and published "Genereic Incident Request (EN)" and now i can modify this completely and its mapped to the button
by default. I think system always uses sealed "Genereic Incident Request" as fallback. Only constraint is that i cannot change the MP and Template in Request Offering "Genereic Incident Request (EN)". But template can be edited also.. so its fine for
me. Sorry for this kind of questions, i am new to the MSSCSM topic.
Maybe this will get more flexible in future releases of scsm.
Thanks
Vesp -
Is there any way to query who resolved a Service Request in Service Manager?
Hi,
I have a query that pulls the last name of the user who resolved an Incident in Service Manager. The name is pulled from a view called "IncidentResolvedByUserFactvw." I need to pull the last name of the person who completed a Service Request. There
is no view or table that I can find that has this info. Is there a "IncidentResolvedByUserFactvw" type view with the Service Request info? If not where is this data stored?
Thank you for any help!couple of notes:
necromancy!
Closed -ne Completed. Completed means the work has been delivered. Closed means the work has been delivered, the client has been contacted, we've finished all of our followups and process checks, and we're ready to archive this ticket in the historical
database.
it doesn't really make sense to talk about who completed a service request. a service request is a structured process. as well as who built an item that came off the assembly line; the assembly line did. who completed the services request? if your service
requests are well designed, the overwhelming majority of requests will be completed by the system once the last activity in the process is completed. -
SC Orchestrator Incident Request Status update monitoring
Hi,
Is there a way to set up an incident request status update monitoring with orchestrator ?
SCSM 2012R2 and Orchestrator 2012R2.
I've tried to use "Monitor Object" when IR is updated but it didn't work as I expected. I've extended IR class by adding custom date field named "PendigDate" and need to update these field by running a Runbook with Monitor Object and
Update Object but I did not find any possibility to set up (in Monitor Object) condition for "When IR Status chaged FROM Active TO Pending" as it can be set up in SCSM Workflow but when I try to use workflow I am not able to update
"PendigDate" custom field in IR.Hi,
please choose your extended Class of Incident in the "Monitoring Object" in Orchestrator, not the original Incident Class
Seidl Michael | http://www.techguy.at |
twitter.com/techguyat | facebook.com/techguyat -
Automatically add a users primary computer in an incident request submitted through the portal
Hi,
How could i automatically add a users primary computer in an incident request submitted through the portal in a way that is transparent to the user? Is this possible to set up in scsm 2012 R2?
If not, is it possible to set up an orchestrator runbook or something for this?Hi,
Yes, you could do this with a Runbook in Orchestrator. There's some things to think about though.
- If the user have several primary computers, how would you know which one to relate to the incident?
- How can you be sure that the user is reporting an issue about his Primary Computer?
- Are you sure you want to relate the computer to an Incident even if the incident is about something else, like a mobile phone issue?
Regards
//Anders
Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se -
I'm running the DNS server role on Windows Server 2012 R2 on a physical machine on my home network.
My AD is configured with a non-registered name - let's say it's "home.acme.ca" and the DNS server is configured to host that zone. I also configured a 2nd zone in the DNS server called "myinf.acme.ca". They both run on a physical
server with an IP of 192.168.1.10
The DHCP server on my Cable Modem is configured to hand out 192.168.1.10 as the only DNS server to every device on my network. On my servers (with static IP addresses), 192.168.1.10 is configured as the only DNS server available for them.
I took the DNS servers from my Cable Provider and configured a Forwarder on my server to send name resolution requests to them only if my DNS server can not answer the request - basically for any name resolution request that does not end with ".home.acme.ca"
or ".myinf.acme.ca"
The "home.acme.ca" zone is populated with 'A' records for all of the physical and virtual servers and PC's on my network.
The "myfin.acme.ca" zone is populated with 'CNAME' records that point directly to the 'A' record in "home.acme.ca" - for example, I have a serve named s000abc123ww.home.acme.ca with an 'A' record providing an IP address of 192.168.1.20 and
I created a 'CNAME' (alias) record named 'webserver.myinf.acme.ca' which points to the 'A' record 's000abc123ww.home.acme.ca'
2 of my 6 machines can resolve the alias but not the real name of the server!
.10 is the Domain Controller. All of the other machines (except .98) are members of the home.acme.ca domain.
I attempted to ping 's000abc123ww.home.acme.ca' AND 'webserver.myinf.acme.ca' on the following 6 computers. I used the fully qualified name in all cases.
4 of the below machines are able to resolve BOTH names. The other 2 can resolve the Alias but not the real name!
I don't understand how this is possible, but I would like to fix it...!!! Please help?
.10 - Server 2012 R2 (Physical) - Hosts Active Directory and DNS.
.20 - Server 2012 R2 (Virtual) - Runs SQL Server
.21 - Server 2012 R2 (Virtual) - Runs Apache
.22 - Server 2012 R2 (Virtual) - Runs Apache. This is the device I am trying to ping (s000abc123ww)
.98 - Windows 7 (Physical)
.99 - Windows 7 (Virtual)
.21 (which is configured nearly identically to .20 and .22) can resolve and ping the Alias, but not the real name.
.98 can also resolve and ping the Alias, but not the real name.
The rest of the machines can resolve and ping both the alias and the real name.
All of the Virtual Machines are running under Hyper-V on the .10 physical server.
All the devices are on the same subnet.
Thank in advance to anyone who can help me understand and correct this problem!
JimHi,
CNAME resource records are recommended for use in the following scenarios:
• When a host that is specified in an A resource record in the
same zone needs to be renamed
• When a generic name for a well-known server, such as www, must resolve to a group of individual computers (each with individual A resource records) that provide the same
service, for example, a group of redundant Web servers
Therefore please try to create your CNNAM record in the same zone and try again.
The related KB:
Adding, Changing, and Deleting Resource Records
http://technet.microsoft.com/en-us/library/cc779020(v=ws.10).aspx
Hope this helps.
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
Thanks for helping make community forums a great place. -
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
MetalsoftALTER 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 - service requests auto complete even with activities in them
I introduced SCSM 2012 on Monday at out company. I have a number of service requests templates that the service desk use.
I have seen a major fault. Occasionally when a request is raised from the template the goes straight to complete and therefore the manual activities are stuck in pending and i have to kill the activities using a powershell script. Below is a screen shot
showing an example.
THis was raised from a template the service desk use frequently. The template is ok because we have used it several times. In the example below service desk raised the template - as ever when you raise a request the system moves it from 'new' to 'In Progress'
- which is fine you should expect this - but then it automatically moves it from 'In Progress to 'Complete' - this is without the activity being completed. The activity is then stuck in pending. No one is marking the request as complete, the system is doing
it - but why??????? there are no workflows set up at all for Service RequestsHi CCOTS-KN
You can actually quite easily test this.
Create an SR from a template that has 3 Manual Activities. Once created it will progress through the 'Submitted' status to the 'In Progress' status. The first Manual Activity should also be 'In Progress'. Now complete the first Manual Activity,
then wait for the second Manual Activity to go to the 'In Progress' status. Now, put the SR 'On Hold'. Wait for a couple of minutes - until the 2nd and 3rd Manual Activities are paused. Now resume the SR. What should happen is that
the Manual Activity resume workflow should trigger before other workflows, resulting in the SR and the Manual Activities remaining 'In Progress'. If the issue is not fixed, the completion workflow will trigger first resulting in a completed SR with paused
activities.
HTH
Cheers
Shaun -
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:
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