Tag Archives: incident

How to make IT analysts put a correct Incident classification category in #SCSM 2012

I’ve got a request from our customer who asked for a help with a SCSM console’s customization. He complained that IT analysts in Incident classification category sometimes set values that had sublevels. Most of time it happened by mistake but in the reports it caused ambiguity and miscounts. It’s not a big trick but requires […]

Creating Knowledge in Service Manager 2012 as the art of simplicity

“Progress, far from consisting in change, depends on retentiveness. When change is absolute there remains no being to improve and no direction is set for possible improvement: and when experience is not retained, as among savages, infancy is perpetual. Those who cannot remember the past are condemned to repeat it.” George Santayana, The Life of Reason, […]

Filling gaps in Service Manager – changing incidents to service requests and vice-versa

Many of us who deploy and/or use Microsoft System Center 2012 Service Manager meet the situation when  you make an incident instead of a service request or the opposite. The typical case is an incident made by Exchange Connector or created by an end user on a self-service portal using Generic Request. Sometimes even an […]