System Center 2012 - Service Manager 101: Focus on Incident Management System Center 2012 - Service Manager (SCSM) includes Incident Management, Service Request fulfillment, Problem Management, Change Management, Release Management and Activity Management...

After all my customer engagements, I tend to share a long list of Links, Resources and Guidance.  I though it was waaaayy time that I blogged a list like this, so here it is! VERSIONS AND UPDATES List of Build Numbers http://social.technet.microsoft...

How to Raise an Incident on Behalf of a different person in the portal, using System Center 2012 Service Manager and Orchestrator

SCENARIO

I was working with a customer this week who had an interesting scenario - in the System Center 2012 Service Manager Self Service Portal (SSP), they wanted users to be able to raise incidents on behalf of other people.  Out of the box, you can pick an affected user in the full Service Manager console, but you cannot pick an affected user in the SSP (it uses who you are logged on as).  Therefore, to achieve this via the SSP, we need some other means of taking a user input and populating the affected user field with it.  This is a great example of how Orchestrator can add extra desired functionality like this to Service Manager.  

This method could easily be adapted for service requests (just use the Service Request Class where I use Incident) and the approach used here to integrate Service Manager and Orchestrator could be used in many other scenarios.

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I get asked this almost every engagement I deliver, and there are a lot of great blogs out there talking about how to do this in Config Mgr 2007 / Service Manager 2010 but I always struggle to find one that details how to do this using remote control...

Last week, System Center 2012 SP1 became generally available – Download, New Features and release Details available here . The day after release, I assisted a customer in upgrading successfully from System center 2012 – Service Manager to...

Hi, and thank you for accessing my blog! A number of colleagues have told me I should blog, so here we go :-) I am a Premier Field Engineer working for Microsoft (originally from England but based in San Diego now), specializing in System Center Operations...

FYI, System Center Operations Manager 2012 RC is now public http://blogs.technet.com/b/server-cloud/archive/2011/11/10/system-center-operations-manager-2012-release-candidate-from-the-datacenter-to-the-cloud.aspx Also now is a GREAT time to sign...

I had a customer who had a need this week to manually force the status of service requests / activities into ‘in progress’ or ‘Completed’. The most common example I see of this is a need to automatically close service requests / incidents after they have...

All these recordings can be accessed on the MSDN / Channel 9 website. This post organizes the sessions by product / technology  to try and make it easier to find what you’re looking for!  Where a combination or the integration between products...

This blog walks through the steps needed to create a dashboard in Excel that looks like this: HIGH-LEVEL STEPS: 1) From the Service Manager Console in the data Warehouse pane and the Cubes node, click on a cube and select ‘Analyze Cube in Excel’ 2) Create...

Recently, I have been working a lot on integration scenarios with System Center 2012 Service Manager, Orchestrator and Operations Manager. I figured it would be good to blog about some of these. I plan on posting more blogs as time permits, demonstrating...

When an analyst adds a comment to the action log, it may be desirable to send this new comment out to the affected user with a nice email update like this:   This blog post walks through how to do it. Firstly, in order to get a nicer looking email...

I wrote this as a reference for the Out of the box (OOB) Widgets in Operations Manager 2012 SP1.  This is intended to help in putting together custom dashboards using the OOB functionality. A great example of putting this all together can be downloaded...