Authoring Friday

Every friday, adventures in System Center authoring

SCSM showcase: Incident & Request Intake task

Hello,

This blog describes an example solution to demonstrated the customization capabilities of System Center Service Manager – a customization show case. The creation of the described solution started with a request of a customer and feedback on the out-of-the-box functionality I have received. The following functionality request and feedback was the start point for the creation of the SCSM Intake task:

  • - Cascading dependencies should be available for the intake of an Incident or Request.
  • - It should be possible to display knowledge article information while service desk is completing the intake of a request.
  • - It must be possible to directly resolve the work item.

These functionalities can really have an added value for the intake of a request. In my solution and answer on the desired functionality I enable the following capabilities in the Service Manager console via a custom task:

  • - Service/Incident managers can enforce their process; impact and urgency can be set based on the selections made in the cascading dependencies dropdown list boxes.
  • - Service desk analyst does not always know the Incident routing information. The routing configuration can be set for the selections and based on the selections made in the form the correct support group is set.
  • - Intake configuration of the cascading dependencies is made in the Library workspace. Customers can apply their own settings for the intake of the requests.

 

An overview of my solution:

  • I have created a custom task for the intake of an Incident. The default Incident form is not replaced, after the intake of the request the analyst make use of the default forms in Service Manager. Service, Component and Symptom are custom configuration item classes. Views and forms are there to create and configure the intake settings in the Library workspace. Below a screenshot of the “symptom” form. Some explanation around this configuration:
  • - Display name: displayed selection in the form
  • - ID’s: currently the cascading dependencies configuration is based on ID’s. This will be changed to relationships to ease up the configuration of the functionality.
  • - Impact, Urgency and support group are set on the work item when selected
  • - Knowledge article that is presented when selected.
  • clip_image002
  • In the solution that I have build there is a four level selection, as you can see in figure below. The selection to create an Incident or request can be made in the two checkboxes. Classification Category, Service, Component and Symptom displayed items are depended on the selection you make in the list box above. For example, you will only see components from the service you have selected. 

image

  1. 1. Items in the drop down are enumerated from the custom classes that are created and configured in the library workspace. List boxes with cascading dependencies : each selection defines what will be presented in the next drop down.
  2. 2. Last selection sets the support group, Impact and Urgency on the work item.
  3. 3. Each drop down item can have a related knowledge article. This is presented to the analyst. Can be a questionnaire or simply input for resolution…

The complete intake task I have build includes:

  • - User pickers to specify Affected user and reporting user.
  • - Affected user his devices (primary owner & User uses device) are listed in the “Affected configurations items” drop down. Other can be searched via the buttons next to the list view.
  • - Via the “Assistance” button a remote assistance session can be started to the specified computer.
  • - Files can be added…
  • - Incidents can be submitted and also directly resolved.

image

This is an example solution that is created for a customer. As you can see, if it’s not in the product you can build it your self Smile

Have fun customizing SCSM on AuthoringFriday!

Kurt Van Hoecke

6 Responses to “SCSM showcase: Incident & Request Intake task”

  1. Nice one Kurt! Very valuable for customers!

    Comment by Marcel Zehner — April 18, 2013 @ 21:38

  2. [...] For a more complex example of an intake form check this link –> http://www.authoringfriday.com/2013/04/14/scsm-showcase-incident-request-intake-task/ [...]

    Pingback by Another Intake Form – less pain in this (Service Manager) world | SCSMfaq.ch — April 22, 2013 @ 22:15

  3. Hi Kurt,

    I cannot find any download link to the MP/sources? Do you mind sharing your solution?

    cheers,
    Stefan

    Comment by Stefan Koell — April 23, 2013 @ 08:21

  4. It is a great post , Kurt! However i want to know does this intake form can be display in Service manager self-Service portal . So the end users or IT Operators can submit their own request on the portal without get into SCSM console.

    Thanks ,and keep up post the great article on this :-)

    Cheers!

    Comment by Talmud — April 26, 2013 @ 20:50

  5. [...] Incident and Request Intake from Authoring Friday [...]

    Pingback by SCSM User Group Meeting Recap April 25 2013 – SCSM.US — April 29, 2013 @ 19:41

  6. [...] Incident and Request Intake from Authoring Friday [...]

    Pingback by SCSM User Group Meeting Recap April 25 2013 – SCSM.US — April 29, 2013 @ 19:41

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