MEMOEXP

Our System Center Memo

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

image

 

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

AddChildCategoriesToDropDownList(category.ChildCategories, level + 1)

image

 

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.

image

 

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.

image

 

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

image

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

image

 

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.

image

 

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.

image

 

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.

image

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.

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April 25, 2011 - Posted by | System Center Service Manager (SCSM)

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