Tag Archives: Service Manager

SCUtils Knowledge Awareness v1.1 supports a new HTML5 #SCSM self-service portal

I’m happy to notify you that SCUtils Knowledge Awareness now supports a new HTML5 self-service portal for Microsoft System Center 2012 R2 Service Manager. This new feature dramatically helps organizations that have already deployed the HTML5 self-service portal. As many of you already mentioned, a new HTML5 self-service portal now has very limited search engine. […]

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 […]

Inform an affected user when a new attachment is added in #SCSM

Last week we’ve got a request from our customer in Latin America who wanted to notify an affected user with an attachment link when the attachment is added to Incidents. There’s a solution published on the TechNet Service Manager blog that can be used to create a notification workflow. However, using this approach you can […]

Building Your Service Catalog and Service Maps

The idea behind an IT service catalog is simple – let users pick and order IT services from an online catalog when they need them. The process is supposed to be efficient, straightforward, and transparent, enabling users to instantly see the services available, the timeframes when they can be delivered, and the costs involved. When […]

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 […]

Instrumenting the Hybrid Cloud by Microsoft MVP John Joyner

During this webinar MVP John Joyner will reveal the secrets to effectively manage distributed and hybrid cloud components. You will learn the four phases of solution deployment, and find out how tools from Microsoft partners  let you visualize topology and workflow for effective decision making in any IT scenario. Learn the right way to instrument your Cloud and on-premises infrastructure with […]

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 edit LDAP Query filter of Active Directory Connectors in SCSM2012

Yesterday I participated in the Service Manager Customer LyncUp call and even typed two messages. I expected to see a road map for the Service Manager vNext but my expectations remain my expectations. However, I noticed that some people asked the product team about a feature request/bug fix that would allow editing the LDAP query […]

Direct download file attachments from the SCSM self-service portal!

Please welcome a free SCSM extension that lets you download the file attachments directly from the self-service portal. Everyone who uses the Microsoft System Center 2012 Service Manager is well informed that it’s impossible to create a direct link to the file attached to the incident, business service, and any other type of the Service Manager […]

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 […]