How to update views to change the criteria from “Assigned to me” to “Assigned to me or a group that I belong to”

Our out of the box views contain a few views like “Change Requests: Assigned to Me”, “Activities Assigned to Me”, “My Incidents” etc. These views only display objects where the criteria match the current user. You can update these views or create new views where you would want the criteria to match the current user… Read more

Create View for Incidents that have not been modified in last 7 days

There have been some requests for viewing Incidents that have not been touched over a period of time.  This blog post demonstrates how to create an Incident View for incidents that have not been modified in the last 7 days and have a Status of Active or Pending. You’ll need to be at least an… Read more

E-mail user from Service Manager Console

I came across a number of requests for creating a task so that an analyst can e-mail the “affected user” directly from the console in the context of an incident.  This blog post demonstrates how easy it is do so. You’ll need to be at least an Author or an Admin to create the task described in… Read more

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

TechEd EMEA 2009: Demo of using SCSM, SCOM, SCVMM to Manage LOB Apps

Here is the video capture of the demonstration that Kenon Owens did at TechEd EMEA demonstrating how you can use System Center Service Manager, Operations Manager, and Virtual Machine Manager together to manage a line of business application. In this demonstration you can see the same “HRWeb” distributed app designed in SCOM show up in… Read more

Implementing Sample Helpdesk Scenario in Incident Management – 2

This post is the second in the series of implementing a sample helpdesk scenario in Service Manager. Please refer to this earlier post for details on configuring Incident Management             Implementing Sample Helpdesk Scenario in Incident Management – 1  I’ll recap the sample scenario for reference 1.       Joe analyst is a member of the Tier2… Read more

Implementing Sample Helpdesk Scenario in Incident Management – 1

My earlier post provides a high level overview of Incident Management in Service Manager. I also recommend reading on MOF and ITIL procesess.   The best way to learn about Incident Management in Service Manager is going through a real life scenario.  I have outlined a scenario here that was requested by a customer and… Read more