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SCSM Import Incident Classification Categories

Importing Incident Classification is important, but out of the box we cannot do such import through the CSV file if the Classification has multiple tiers. In this blog, I will show you how to import Incident Classifications with multiple tiers.

Before I begin, let me say that this is not my work. I got the solution on this blog and just made more elaborations here. Now lets begin.

First download the Excel file (EnumCreator.xlsx)

1. When you open up your Excel Sheet, these 3 fields marked with a X are fields where you need to modify. In this case for me, I put this.

Management Pack ID: Incident.Classification.1 (Key in whatever you want, but only alphanumeric characters or periods are allowed. No spaces.

Management Pack Version: 7.0.6555.115 (To get your version, launch SCSM console, under help, click “About Microsoft System Center Service Manager”. Look at the Product version, that is supposed to be your Management Pack Version.

Management Pack Name: Incident Classification 1 (Key in whatever you want)

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2. Refer to the Excel file on how you’re going to structure your data. I think it’s pretty easy to get the idea, but hard for me to explain it here. There are some extra things I’d like to highlight though. Notice the IncidentClassificationEnum under the Root Level (if from another MP) column? You must have this there for every new root classification.

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3. If you’re using the Excel I gave you, noticed that at row 220, there is an entry at Column A called
IncidentResolutionCategoryEnum? Refer to Step 2. Replace IncidentClassificationEnum with IncidentResolutionCategoryEnum if you’re trying to import Incident Resolution (The dropdown that Analyst gets to choose when resolving an Incident).

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3. After you’re done structuring your data, notice that there is a big green column above? Copy the contents in that column and paste them in a notepad file, then save it as an XML file. The file name must be the same as your Management Pack ID (We keyed that in step 1), in this scenario the file name should be Incident.Classification.1.xml

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4. Next, launch your SCSM Console, under Administration > Management Packs, click Import.

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5. Browse to the XML file you created earlier

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6. Click Import

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7. We see that the Management Pack is imported successfully. Click Ok.

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8. Open up your Incident screen, go to the Classification Category, and there we go! The classifications are all there in the format we want.

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Possible Errors

 

A) If you encounter the error below, it is because your Management Pack ID that you keyed in at your Excel file is not the same as your file name. Refer back to Step 3 above.

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B) If you encounter the error below, it is because your excel sheet has way too many entries and it couldn’t finish copying everything from the green bar into the XML file. Personally I’ve tried a little over 100 entries and it worked. If you have more, continue in a separate MP import.

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C) If you get the error below, it is because your data structure in the Excel sheet is not in the right format. Use my Excel sheet again as reference and structure it properly.

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D) If you get the error below, it is because the IncidentClassificationEnum isn’t where it’s supposed to be. Refer back to Step 2 above.

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Note!

With this solution you’re actually importing Management Packs. Make sure you do not delete those MPs in the future.

That should cover most of it. If you still face other problems, let me know and I’ll assist you.

November 17, 2011 Posted by | System Center Service Manager (SCSM) | 2 Comments

Fail to Install SCSM CU2

A few errors I encountered while installing CU2.

Error 1

An error occurred while executing a custom action:_ExecuteSQLScripts

Solution

An account with insufficient rights was used to do the installation. Logging into my main SCSM account solved the problem. Unfortunately at this point I’m not able to dive down to see what rights is needed to do this, but at least if you’re facing this problem you’ll know what went wrong.

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Error 2

An error occurred while executing a custom action:_PatchMP

Solution

Simple enough, downloaded a 32bit installer when I was running on a 64bit server. No error will show when you launch the installer but it will stop here. Ran the 64bit installer and resolved the problem.

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And finally, it’s done!

 

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July 15, 2011 Posted by | System Center Service Manager (SCSM) | Leave a comment

Modify SCSM Portal Categories

Lets talk a little about the categories in the SCSM Portal from an End User’s view. Out of the box, the categories shows everything, including all the sub categories of each main one. In an environment where you have many different categories and tiers, end users are just going to get confused. Fortunately, SCSM allows us certain flexibility to counter this, and I’m going to show you 2 different methods.

Note! Before we begin there are actually certain things that you need to do first, I’ve already have steps laid out in this post, so please read it and prepare the prerequisites before you proceed with the steps below. Follow from the beginning of the post till step 4.3, then come back here.

 

First Method: Show only the first tier category

One way to allow easier selection for the users is to hide all the sub categories and only show the highest level. Lets try to do this now.

1. On the Solutions Explorer pane, go to WebParts project, expand Request, and double click on CreateRequest.cs

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2. Copy the line below and do a search for it, then comment it out by adding // in front.

AddChildCategoriesToDropDownList(category.ChildCategories, level + 1)

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3. Go to the Build tab on the top of Visual Studio, and click Build Solution.

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4. Check the output tab, it should show 5 succeeded, 0 failed and 0 skipped. If it shows any errors make sure you’ve done the steps from the beginning to 4.3 in this post.

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5. Next go to the PortalSource-New folder again, then End User Portal\bin. Sort by modified date and copy the files that has just been modified, then paste it into %systemDrive%\inetpub\wwwroot\System Center Service Manager Portal\EndUser\bin in the Server. Overwrite all the files.

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6. Launch the Portal, go to the category step, and look, the user is only presented with 1 level of Category!

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Note! Thanks to E.O over at Technet forum for this.

 

Second Method: Remove the category entirely from the portal

The second method is to totally remove the category dropdown, making it even easier for the user to log a ticket. Again, make sure you’ve done the steps from the beginning of the post till step 4.3 in this post before beginning.

 

1. On the Solutions Explorer pane, go to WebParts project, expand Request, and double click on CreateRequest.cs

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2. Look for the lines below and comment them out exactly like the screenshot by adding /* at the beginning and */ at the end. You can copy the sentence below for searching.

categoryDropDownList = new DropDownList();

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3. Next look for the lines below and comment them out according to the screenshot. Use the sentence below for easier search.

append the selected category

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4. After this, there is another place that you’ll need to commend out or else you’ll bump into a problem if you have Change Request active. This is going to be a long one. Look for the line below.

this.categoryDropDownList.SelectedItem != null &&

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5. Finally, on your Solution Explorer pane, open WebPartsResources.resx under Webparts project.

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6. Under Name, look for Category, then delete the value Category:.

Before

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After

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7. Now on top of the Visual Studio, notice the button Build? Click it, and click on Build Solution.

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8. Check the logs below, it should not have any failed or skipped. If there is, make sure all your reference has been replaced with the correct ones. Check again from the beginning of the page to step 4.3 in this post, or read step 5 in the doc that came with the source code.

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9. Next go to the PortalSource-New folder again, then End User Portal\bin. Sort by modified date and copy the files that has just been modified, then paste it into %systemDrive%\inetpub\wwwroot\System Center Service Manager Portal\EndUser\bin in the Server. Overwrite all the files.

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10. Now launch the SCSM Portal and log a new ticket, you’ll notice that the Category is no longer available for the users to select. Take note that when you open the ticket in the Console, the Category will be blank and the service desk analyst will need to fill in the appropriate category, which is exactly what we want.

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Note! Thanks to Paresh over at Technet forum for this.

I hope with these 2 solutions you’ll be able to have more flexibility for end users in your environment.

April 25, 2011 Posted by | System Center Service Manager (SCSM) | Leave a comment

SCSM Workflow Error, Invalid Character In The Given Encoding

When saving a workflow with a Power Shell Script, an error like the screenshot below might appear even though it works when you paste it directly in the Power Shell Window. This error is easily rectified though.

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Why This Happens

This is actually due to special characters getting pasted wrongly into the system, for example - or " . Try this. When typing the script in lets say a web or MS Word, special characters especially – or " might be changed. Typing a word in MS Word followed by a dash and then another word and a space, you’ll notice that the dash changes. By copying these changed special characters, Authoring Tool will prompt the error when we try to save the workflow. If you’re copying a script from the web this is even more prone to happen.

 

Solution

Make sure all the special characters are correct. Replace all your – and " by perhaps retyping them in the script. If your script is very long, try using Microsoft Word and use the search and replace function. Do this, and the problem should be resolved.

April 22, 2011 Posted by | System Center Service Manager (SCSM) | 4 Comments

Viewing Reports in SCSM Console

At times, we want a particular person to be able to view reports from the SCSM console, but we do not want to give them administrative rights, or mess with the groups. Is this possible? The answer is yes. Here I’m going to show you just that, giving 1 particular user the rights to view reports. Lets call this guy, sccm.admin.

Now as you can see, the Reporting option is not visible on the wonder bar. We want to enable this user to view reports.

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1. First we need to make sure that port 5724 is open from the client machine to the Data Warehouse server. To be sure, do a telnet from the client machine to the Data Warehouse server.

 

2. Next login to your Data Warehouse server, go to the reporting page, usually http://localhost/reports. You will need to right click on your Internet Explorer and Run as administrator or else you might get an error saying you don’t have enough privilege to view the page. Below is the page that will load.

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3. Highlight SystemCenter and an arrow will appear, click it and choose Security.

Note! By granting permission on this level, you’re actually granting the user access to everything. If you want to be specific on what they can and cannot view, you can click the SystemCenter icon to drill down, and grant access to them for specific reports.

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4. Click on New Role Assignment.

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5. Key in the domain group or specific username as you wish. Since we want sccm.user to be able to view reports, we’re going to add him by domain\sccm.user, and then check the Browser checkbox. Click Ok.

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6. Now that sccm.user is added to the list, go ahead and close the browser. Go back to the client machine and launch the SCSM Console.

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7. And as we can see, the user is able to view the reports now.

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Note! If you receive the error message below, make sure that your client is able to resolve the Data Warehouse’s hostname, and that port 5724 is opened from the client to the Data Warehouse server.

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April 13, 2011 Posted by | System Center Service Manager (SCSM) | 6 Comments

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