Incident SLA Management in Service Manager

re: Incident SLA Management in Service Manager

Travis Wright MSFT — Tue, 17 Jul 2012 16:20:27 GMT

@Gayathri Kandukuri -

Service Level Management is built into SCSM 2012. Please see this blog post for details:

blogs.technet.com/.../notifying-before-sla-breaches.aspx

re: Incident SLA Management in Service Manager

Gayathri Kandukuri — Tue, 17 Jul 2012 08:57:20 GMT

Dear SCSM team,

Warm Greetings!

We are in the evaluation process of SCSM for a prospective client. We tried this with SCSM 2012.

We needed to trigger a workflow on SLA breach.

Is this compatible with SCSM 2012, in the first place? Because, once the MPs are imported, Service Manager gets closed. It gives the following error:

Description:

Stopped working

Problem signature:

Problem Event Name: CLR20r3

Problem Signature 01: MIISDOYLP4JANZLHYCZWCU3FX1QY0RNK

Problem Signature 02: 7.0.5000.0

Problem Signature 03: 4f31c199

Problem Signature 04: PresentationFramework

Problem Signature 05: 3.0.0.0

Problem Signature 06: 4f350630

Problem Signature 07: 5861

Problem Signature 08: d

Problem Signature 09: System.ArgumentException

OS Version: 6.1.7601.2.1.0.274.10

Locale ID: 1033

Read our privacy statement online:

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If the online privacy statement is not available, please read our privacy statement offline:

C:\Windows\system32\en-US\erofflps.txt

Stuck with this issue from a week. Please help!

Regards,

Gayathri

re: Incident SLA Management in Service Manager

Michael Barry — Fri, 08 Jun 2012 15:53:15 GMT

I've implemented this solution to our environment, and it seemed to work perfectly.

However i've noticed that it is marking every open incident as 'Breached'.

We use the entire System Center suite, but in particular SCSM 2010 SP1 v 7.0.6555.0 and we are in the UK.

Could you give me a clue as to where i can start looking to find the answer to make this work? Could it be a simple setting, the locale, bug in source code etc?

I'm about to download the source code to see if i can see anything in there.

Thanks in advance

Michael

re: Incident SLA Management in Service Manager

Vamshi Gupta — Mon, 28 May 2012 13:53:11 GMT

Hi Travis,

We got SCSM 2012 in our environment, and I had configured SLA management by refering to site thelazyadmin.com/.../scsm-2012-sla-management-part-1.

Email from due to SLA management are not getting triggered and looking at even log I find error as below..

"While processing notification templates

(1): 50dc32c2-6517-e9ea-dd99-0455383cab17

for subscription 00000000-0000-0000-0000-000000000000, the System Center Data Access service client failed to find an e-mail address for the following recipients:

(1): scsmSD

Weird part is email's are getting triggered when ticket being assigned to anyone or something like that.

I have got SCSU as service account, and notification channel id is configured as support.

Thanks & Regards,

Vamshi Gupta

re: Incident SLA Management in Service Manager

Ozge Ozkaya — Mon, 19 Dec 2011 15:01:26 GMT

Hi Travis,

I have the same issue with others. The workflow doesnt set the status to warnin neither breached. We have install the SQL with Latin_100 for Turkish support and the system locale on the server is EN (USA). Then we have changed the system locale to Turkey but this doent solve the issue neither.

Any advice would be appreciated on how to operate the SLA MP solution.

Regards

ozge

re: Incident SLA Management in Service Manager

James Yeoh — Wed, 14 Dec 2011 07:31:10 GMT

Hi Travis,

Is there at least a workaround for the locale issue? Would be good to know, thanks.

James

re: Incident SLA Management in Service Manager

shumail — Mon, 21 Nov 2011 10:11:32 GMT

Hi,

I have imported SLA management pack it works when i just imported and capture all breaching incidents but its not running after 15 minutes

i am usin SCSM SP1 2010 CU2

kindly reply its urgent

re: Incident SLA Management in Service Manager

shumail — Thu, 17 Nov 2011 12:57:47 GMT

Hi travis

After importing Incident SLA Management pack i got an error when i am going to edit settings in administration tab

ERROR "Could not load assembly file"

i have SCSM 2010 SP1 CU2 installed.

re: Incident SLA Management in Service Manager

Jo — Mon, 24 Oct 2011 08:26:26 GMT

i'm trying to import the management pack but the service manager console hangs for ever. i have to restart the Service manager service to be able to open the console again. i followed all the instructions and copied the dll files, what did i do wrong?

no event is pointing out the problem.

thanks

re: Incident SLA Management in Service Manager

Travis Wright MSFT — Mon, 29 Aug 2011 20:43:34 GMT

@Ulvenator

Have you checked out the source code for this project yet?

You need to exposed DependencyProperty in your workflow activity something like this:

public static DependencyProperty UserNameProperty = DependencyProperty.Register("UserName", typeof(string), typeof(GetSLABreachingIncidents));

[DescriptionAttribute("If not specified, the defined workflow account will be used.")]

[CategoryAttribute("Test configuration")]

[BrowsableAttribute(true)]

[DesignerSerializationVisibilityAttribute(DesignerSerializationVisibility.Visible)]

public string UserName

{

get

{

return ((string)(base.GetValue(GetSLABreachingIncidents.UserNameProperty)));

}

set

{

base.SetValue(GetSLABreachingIncidents.UserNameProperty, value);

}

Then you need to bind the property to the appropriate property of the object that is triggering the workflow. To do this you need to drop your workflow activity onto the designer. Then your dependency properties will show up in the properties pane. Click the ... button next to the property name you want to bind. Select the bottom radio button in the dialog that comes up. Then choose the property that you want to bind to.

See some of the other demo videos on the blog here to get an idea for this binding stuff.

Hope that helps!