Tag Archives: microsoft system center 2012 service manager

A way to get SLO instance duration without Pending time in #SCSM 2012

When SLA management was presented in Microsoft System Center 2012 Service Manager, one of the first things we did was SCUtils SLAInstanceDuration. It occurred because all our customers using SCSM 2012 wanted to know how they performed against Service Level Objectives (SLO) targets. For instance, if the target resolution time was 16 hours for Low […]

Related Items for Review Activity in #SCSM 2012

After my blog post about adding Related Items tab to Manual Activity form in Microsoft System Center 2012 Service Manager, we have found out that some people just need the same ready-to-go solution for Review Activity. As I wrote in my first blog post, you can use the same control with Review Activity form. All […]

New features of SCUtils Email Connector v 1.9 that #SCSM admins will definitely love

As many of you might know, a maximum number of attached files to an incident can be set in the range from zero to ten (0-10) in the SCSM console. For a regular incident is quite enough… in a perfect life. You are probably very well informed that many end users do love to add to […]

SCUtils Email Connector’s connection settings for popular email platforms used with #SCSM

We periodically receive requests about the SCUtils Email Connector’s connection settings for popular messaging platforms. I’ve decided to post about the connection settings used for those email systems. First of all, I have to mention that the connection settings of the on-premise systems could be changed on the server side. So it’s a good idea to […]

Setting status of declined Service Requests to Rejected instead of Failed in #SCSM 2012

Introduced in SCSM 2012, Service Request has lacked a Rejected status from the very beginning. If any Review Activity of a Service Request is declined, the Service Request gets a Failed status. It’s a very confusing behavior that also affects the reporting. One of our customer wants to solve the situation but with a minimum […]

How to help users help themselves with #SCSM Knowledge?

Let them know. That’s the answer. Microsoft System Center 2012 Service Manager has a knowledge base and self-service portal that provides a search function for end users. But such is life, and even if you have a full pack of knowledge articles, it doesn’t automatically mean that all your end users try to find an […]

How to use SCUtils FileAttachment to send notifications with attachment links

After SCUtils FileAttachment was released, we started to receive questions about the use of this add-on. For those who can use Orchestrator to send the notification, using the solution is a very simple and straight task. But if you want to use the notification templates of Microsoft System Center 2012 Service manager, it could be […]

How to manage a way that makes it easy to capture experiences in Service Manager 2012

The reality proves that the comprehensive and up-to-date knowledge base is an essential and laborious tool. We can accumulate tons of the resolved incidents with detailed (sometimes not so detailed) resolutions but our knowledge base may stay a desert. Some of the ITIL implementers think that an ability to edit the knowledge article in the […]