SCSM Video Series – #1 Extending the Incident class and form

This is the very first part of a new Video Services that will show basic and advanced configuration and customization of Microsoft System Center Service Manager. This is a test run, because I got feedback of customers and also community guys that asked me to do something like this. And here’s the result. I’m very interested what you think about these kind of videos, if they are helpful, if they clarify things etc., so Feedback is very appreciated by using the blog comments function or (even better) by sending me an email to zehner at itnetx dot ch.

This first Video show the extension of the Incident class. The goal is to add additional information when an incident is created.

For this example, I have chosen a very simple property called “Cost Center” where technicians can add a Cost Center for every Incident if needed. I know, this is not a very good real world example because too much manual interaction is needed (this process should be automated, and I will show you how to do that in a later video). But I think it’s a good starting point to learn more about extending classes. To manage the new property, I will show how to extend the default Incident form with the new property. After that, the property is fully manageable by using the GUI.

The file size of this video can be large because I wanted to make sure that the quality is good enough so that everything is clearly recognizable.

Update: Check this link to access the videos >!ALZYWQJL21JXpRw


About Marcel Zehner

Microsoft Azure MVP
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11 Responses to SCSM Video Series – #1 Extending the Incident class and form

  1. Pingback: Adding a custom field to Incident Forms |

  2. Ali Gomaa says:

    I can’t believe no one left a comment, but this seriously helped me out today, I really appreciate the time and effort you put into this!!!!

  3. Reese says:

    Hi Marcel,

    Is it possible to bring in the incidents related to the affected user and displaying them on the incident form?

    • Marcel Zehner says:


      I have never used this, but this should be possible. But why dont you just doubleclick on the affected user and go to the related items after the CI opens? Is this too many clicks? I mean even if the incidents would appear on a separate tab you had to do some clicks. If you still want to Display the incidents related to the affected user on a separate tab you had to modify the Default incident form and add a custom control to it that gets the related incidents. Check out Antons solution here –>


  4. Many thanks, looking forward for more of these videos 🙂

  5. Ruben says:

    Great work! It helped me to move forward with customization, really. Thank you!

  6. Excellent video, a must for beginning to learn about the Authoring Tool. For some helpful ways to add new Labels and Controls exactly where you want it, go to

  7. Kaushal says:

    This was awesome video .. Do we also have any other videos published under the series yet ??

    • Marcel Zehner says:


      Unfortunately not. Maybe I will produce some more videos later. But time is my enemy 🙂


  8. Nicholas A Kingston says:

    Marcel, a guide like this is exactly what I’m looking for, and every solution to this problem that I can find links to this video! Unfortunately all these links are dead. I can’t seem to actually find the video anywhere. Any chance the video still exists somewhere, and you could point me in the right direction?

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