Partner Demo: Cased Dimensions Service Level Management

re: Partner Demo: Cased Dimensions Service Level Management

Winnie Lim — Sat, 07 Jan 2012 04:45:08 GMT

Could you please advise how should I mitigate SLA breaced by external service provider?

re: Partner Demo: Cased Dimensions Service Level Management

Travis Wright MSFT — Wed, 20 Apr 2011 12:59:28 GMT

@gk2009 - The functionality will be similar in some ways but it will not be the same implementation. We'll have more details and a demonstration in a month or two.

re: Partner Demo: Cased Dimensions Service Level Management

gk2009 — Wed, 20 Apr 2011 07:44:57 GMT

@Travis

will MSCSM2012 have the same SLA functionality as it is actually provided by the Cased Dimenson solution?

Thanks

re: Partner Demo: Cased Dimensions Service Level Management

Travis Wright MSFT — Thu, 10 Mar 2011 15:47:02 GMT

@SAM -

I listed the areas that I think might be problematic about renaming display strings directly in the database on that forum post. There might be others... I just don't know. Haven't spent much time looking at it in detail.

re: Partner Demo: Cased Dimensions Service Level Management

SAM — Wed, 09 Mar 2011 18:36:42 GMT

Hello Travis

I was under the impression that SP 2010 web parts will be released by the team so i did not try to work on creating these web parts. Knowing that the team will not release these web parts, I will start working on creating the Portal within SP 2010 and i will document the process and share it with you when i am done. Thanks for the AD, you saved me a lot of time there, I owe you a big time for that one so let me know if you are in the DC Area 

Regarding the “Pending Status”, I was able to locate the text in the LocalizedText table and based on response that this is not supported I assume that If I change the pending status, any update my changes will be lost (I can totally live with that). Are there any other issues that making that change will produce on the system? Unfortunately I am at a point where I can’t test this right now but once i can test this in a couple of weeks and I would not care if I break the system, I can redeploy.

Thanks again Travis

re: Partner Demo: Cased Dimensions Service Level Management

Travis Wright MSFT — Fri, 04 Mar 2011 19:42:52 GMT

@SAM-

We won't be having web parts that are special built for SP 2010 until R2. In theory you can take the web parts today and deploy them on SP 2010 - some customers have done it. I dont know what the gotchas are though. If there are any issues we have provided the source code to those web parts now so you can change them if you need to.

RE: Updating AD - check out this blog post:

blogs.technet.com/.../creating-an-ad-connector-to-update-ad-when-the-service-manager-cmdb-is-updated-using-powershell-and-workflow.aspx

re: Partner Demo: Cased Dimensions Service Level Management

SAM — Fri, 04 Mar 2011 17:30:27 GMT

Thanks Travis, i knew that this would be a long shot. I offered these solutions to the client but i just wanted to make sure user that these is no other way that i was not aware off so i thought i would check with you. I have two more questions for you:

Any idea when the web parts for SharePoint 2010 will be ready?

Many of my client’s users have missing information in AD and I was thinking that i can create a work flow to update this information when the tech support open a ticket for them. My idea is to use a workflow when the incident is created that uses a powershell script. Would that work and is there any resources that can help me do that it is possible?

Thanks again.

re: Partner Demo: Cased Dimensions Service Level Management

Travis Wright MSFT — Thu, 03 Mar 2011 20:17:00 GMT

Unfortunately there isnt a way to remove that Pending status option because it is in a sealed management pack.

Only users that are in Active Directory can access Service Manager.

I would suggest setting up a simple web site that uses the Service Manager SDK to create/update/get incidents. Have that web site run as a AD user but have it use forms authentication or something like that instead of windows integrated.

re: Partner Demo: Cased Dimensions Service Level Management

SAM — Thu, 03 Mar 2011 18:39:36 GMT

Is there a way to remove or hide the Pending incident status. We have a client who does not want to have pending as a status?

Also, this client has a group of users who are NOT in active directory due to the nature of their jobs, how can we let these users create incidents? I thought that we can create a separate page that sends an e-mail to the system to enable them to create requests. It is a local government client and so they can’t add these users to their active directory.

re: Partner Demo: Cased Dimensions Service Level Management

SAM — Thu, 10 Feb 2011 14:20:19 GMT

Thanks Travis, I really appreciate your help