There are many occasions when you will want to manage Service Manager configuration items or work items from within Runbooks in Orchestrator. Whilst the activities in the Service Manager integration pack make this task relatively easy, these activities are somewhat limited in the properties that can be managed. Unfortunately if you extend a class and add new properties, the only way you will be able to manipulate those properties using a runbook is using the Service Manager PowerShell CmdLets (SMLets). SMLets can be downloaded from Codeplex at
After deploying Service Manager for many customers, I have come across a number of issues with the Self Service portal. So I wanted to put together a post that will be continually updated with identified issues and fixes. The following list details the issues that I will be discussing:
- Access denied for standard users when accessing the Self Service Portal
- Missing scroll bars for standard users on the Self Service Portal
- Self Service Portal Service Catalog empty
- File Not Found error when accessing the settings for the Self Service Portal
- Missing Brief Description for the Service Offerings in the Self Service Portal
So lets take a look at how these were resolved. A number of these were thanks to different blog posts that I used and I have referenced each of them within.
This blog will discuss how you can extend the incident class to add a new relationship with the user class. This is the second post in a series that details how to add the ability for an organisation to add an “Affected Group” to a user. The first post in this series is available at here.
So to extend the incident class we need to go into the Service Manager Authoring Tool. The below steps will explain the process for extending the class:
I was recently working with a customer that had a requirement to be able to log an incident by what they called “Super Users” and select an “Affected Group” that must be kept up to date with the status of the incident. The primary driver behind this requirement was that an office manager could log an incident, select a group of users that contained all the users from the selected office and then all users in that office would be kept up to date with updates to the incident.
There were a couple of challenges with this requirement, firstly, when a user logs an incident from the portal, they become the “Affected User” and there is no default way to allow the user to select an additional affected group of users. Secondly, notifications are only delivered to related users ie Affected User or Primary Owner. So there were a few things that we had to do so that we could make this solution work, the below list explains these as a high level:
When referencing a sealed management pack in a Service Manager or Operations Manager management pack, you will also need the Public Key Token. When referencing a Microsoft management pack, it is easy as Microsoft always have the same key which is 31bf3856ad364e35. However if you have sealed your own management pack and need to reference that management pack in another management pack, then you will need to know what the public key token is. The below block of text details how you reference a management pack.
Well I went the lazy option this year and only presented at TechEd Australia, I did do two sessions though . Once again I focused on System Center 2012 and the fabulous features that are delivered through the components included in the product. The sessions are available to be viewed online now and I have detailed them below:
Configuration Manager 2012 still has the Service Manager tool that you would be used to from Configuration Manager 2007, as you still need the ability to control the Configuration Manager services. However, if you have had trouble finding the Configuration Manager Service Manager in 2012, then you are not alone. I also experienced trouble locating it.