Out-of-the-box, Service Manager cannot be used to manage multiple customers – e.g. there is no customer field/attribute when you create a new incident. Without this information it is very difficult to see which customer reported a specific incident. If you want to make this information visible, you have to do some customization.
Update: Also check the second part of the article –> http://blog.scsmfaq.ch/2011/06/08/make-service-manager-customer-aware-part-2/
First of all, a new Class is needed that will hold company objects. I create a new Management Pack, call the class “Customer” and add several attributes like Name, Address and responsible person. You can find details on how to create new classes in this blogpost.
Next a new Relationship has to be created to link Incident objects to the customer objects. Therefore, I add a new Relationship to the Incident class and call it “IncidentFromCompany”. To do that, I have to extend the Incident Class and select an unsealed Management Pack to store the extension.
When the relationship is created, the target class and cardinality needs to be configured – in this case the target class is “Customer” and the cardinality is from 0 to 1.
To choose a customer/company for an Incident, a new field has to be added to the Default Incident Form (or whatever form you use for Incidents Management). So I choose the Incident Form from the Form Browser and start customization. The form ist called “System.WorkItem.Incident.ConsoleForm” and i choose the same Management Pack for storing the customization as before.
For a very easy customization I collapse the “Contact Method” field from the Incident Form (to get enough space).
Now I drag the relationship “Incident from Company” from the Incident class (that I extended before) directly from the class browser onto the form.
After some cosmetic customization, the Management Pack is ready for Import. To create some customer/company objects, a new view has to be defined first. This blogpost gives you more details about creating views. Now, when an Incident is created (or an existing one is opened), the Customer field is visible and can be filled with a company object.
That’s a very easy but effective way to make Service Manager customer-aware. Of course, this is just the customization for Incidents, but you can do the (almost) same thing to Problems, Change Requests or Activities. Have fun trying out …