Monthly Archives: February 2015

Close ALL work items in SCSM with PowerShell

I was at a customer that had several 1000 work items, Incident, Service Requests, Change, Activities etc. I wanted to close all items and make the test environment clean. So i created a PowerShell script based on SMlets that will take all work items and close them.

Be careful so you don’t run this script on a production environment :)

 

Get a grip on updated SR/IR by End-users in Service Manager

Introduction

As many of you that are using Service Manager are aware on is that it’s not that easy to view if an item is updated by an end-user from the Exchange Connector for example.

There is a few ways to get a grip on this situation. I know that some people are using SCSM Workflows to do this but i think it’s more easy to do with orchestrator and you can do more things with Orchestrator. So if you have it in place why not use it?

First we have to extend the SR and Incident class with new boolean. Lets use UpdatedByEndUserStatus as an example. Set the value to default false.

The point of this extension is that when a end-user comment is added we are going to change the value on UpdatedByEndUserStatus to true and have a view that lists only SR and IR with that status.

And when an analyst adds a comment to the log we remove this flag automatic with orchestrator. So if we are using for example Cireson Portal we can have a conversation in the console.

I send a email to the user. Waits for the respons and when the respons are here we can see the case in the view. When i send another respons the case is removed from the view. So only when it’s visible on the view we have something new in the case.

Extending the Class

I am not going to tell how to extend the SR class. There are plenty of blogs that will provied this information. Here are a few blogs on extending classes in SCSM.

https://technet.microsoft.com/en-us/library/hh495653.aspx

http://www.scsm.se/?p=192

https://kareembehery.wordpress.com/2013/12/30/extend-the-service-request-class-with-authoring-tool/

Setting up the Orchestrator Runbook(s)

We have to create 2 runbooks. One for analyst and one for End-user updates. We are going to change the values on the extended attribut we created when we extended the class.

runbook_monitor_analyst

 

We need to monitor the class Trouble Ticket Analyst comments. When an analyst enters a comment to a SR or IR it is in this class it is saved.

runbook_monitor_analyst_monitorNext step is to get the relationship to what SR or IR we want. In this example i am only doing it for SR.

runbook_monitor_analyst_rel

After we have the relationship we have to fetch the SR we want to update with correct status.
runbook_monitor_analyst_sr

Now when we have the SR we can update the status on the property we added when we extended the class. In this picture i don’t have a boolean value i am using a list instead. If you are using a boolean just set it too false instead. runbook_monitor_analyst_updatesr

 

Now we have to create the same runbook again but now we should monitor the class Trouble Ticket User Comments Make sure to change the last step also set the boolean value to true.

Create a view

When this is done we can now create a view that have UpdatedByEndUser = true or whatever you have configured your settings as. And now we have a nice view that lists updated cases.

viewWhen an analyst see this item and goes into it and send out a email using Cireson portal, or the someone of the other 3rd party send email apps out there. This work item will vanish from this view as there are nothing to see until a user answer the email and then the item is back on the view.

Hope this can help some people out there. It’s not a fancy way to do it but it gets the job done without spending much time to configure it.

 

UR5 For Service Manager 2012 released

Update rollup 5 for system center service manager 2012 R2 was just released.

You can download it here

      Bug fixes included in this update:

Note:

      The System Center 2012 R2 Service Manager Update Rollups are cumulative, hence this UR5 contains new fixes for the following issues along with fixes shipped with System Center 2012 R2 Service Manager UR4, UR3, and UR2.

 

    1. Change request still stays “in progress” when last activity is skipped and all previous activities are completed.
    2. ActualStartDate and ActualEndDate field values for Change Request and Release Request do not set.
    3. Multiple System Center Service Manager Connectors to System Center Configuration Manager execute and complete successfully. However, the start, finish and status property values are not updated in the Service Manager Console under the “Connectors” view and event 3334 is logged.
    4. Trying to delete a Service Request template that is being used by a Request Offering causes a cryptic and non-user friendly error message.
    5. The “Group By” functionality in a View does not work correctly when “Group By” column has empty fields.
    6. The Console crashes when the user tries to open an already opened attachment from a Work Item form.
    7. Opening the Views for Groups takes a long if there are large number of explicit members in the groups.
    8. The OM CI connector fails if one tries to import a distributed application that contains an instance of the ‘Hyper-V Virtual Network Adapter’ class.
    9. Monitoring Host process crashes if there exists a Notification after the user who created it was deleted or has moved to a hidden organizational unit (OU) in the Active Directory.
    10. An exception is raised if the user tries to open a sorted View which is created by using TypeProjection on custom Class that is neither Abstract and nor a first Concrete class.
    11. An Exception is thrown when a user tries to open the “Service Components” tab on the Service Maps form, when there are large number of services in CMDB.
    12. Enhanced in event logging for DW jobs.
      Logging the batch start and completion events for all DW job categories in event log. The start and completion event will include the following:
      Process Category

      1. Process Name
      2. Batch Id
      3. Batch Start or completion Time
    13. Enhanced in event logging for DW cube processing.
      1. Time taken by Cube’s batch id to complete will be logged in seconds.
      2. Information whether the cube is processed under Analysis Services that are running in SQL Server Standard Edition or the SQL Server Enterprise Edition.
      3. Event logs will be added during processing of each Dimension and Measure Group for each partition (if applicable) for both enterprise and standard SQL editions.
    14. Added a new PowerShell cmdlet Get-SCDWInfraLocations Cmdlet on the Service Manager management server to retrieve the following location information about its data warehouse infrastructure:
      1. Service Manager database
      2. Service Manager data warehouse database
      3. Service Manager Analysis server database
      4. Data Warehouse Reporting Server database and Report Server URL