Custom notification workflow on incident assignement or re-assignment

There are couple important contributions from our users I wanted highlight There were quite a few requests to Notify additional recipients (e.g. Affected User / Primary Owner) on the assignment changes.  Andrew France has written the MP that does this.  Here is the MP.  Another useful blog post that has been created by one of SCSM… Read more

Requesting Input from User About an Incident

This question came up on the forum recently, so I thought I would blog about it so it got a little more visibility.  This should be a pretty common thing people need to set up. Here is the original question: =============== Hi, I have noticed the ‘Request user input’ task on the incident form. When… Read more

Opalis Acquisition – what does it mean for System Center Service Manager?

Check out this interview with Brad Anderson, Corporate Vice President or the Management and Services Division at Microsoft.  In it he talks about what the Opalis acquisition by Microsoft means for System Center Service Manager.  We are still digesting this and figuring out exactly how/when we can bring the Opalis technology into System Center and… Read more

Incident Resolution Satisfaction Surveys on SharePoint

A key measurement of incident management is customer satisfaction.  Typically customer satisfaction is measured using a survey which captures the customer’s satisfaction with the timeliness of the resolution, the resolution itself, and the attitude of the IT person providing the service.  In a typical incident management workflow the affected user of an incident is emailed… Read more

Creating Incidents in Service Manager Programmatically on the Command Line

Many systems in an IT organization are under management by various management systems – Operations Manager, custom scripts, products that compete with System Center, etc. They all need to have a way to get incidents into the central incident management system such as System Center Service Manager. Microsoft provides connectors out of the box to… Read more