News in SCSM12 (Beta) #2 – Service Requests

One cool new process that Service Manager now supports is Service Request Management/Fulfillment. In Service Manager 2010 you had to use Incidents or Change Requests to address Service Requests – or you built a complete new Work Item type from scratch. It’s much easier now as Service Request is a Work Item than comes out of the box and allows you to separate Requests for Service from Incidents and Changes.

The complete SCSM SM12 (Beta) Series:
#1 – Service Level Objectives (SLO)
#2 – Service Requests
#3 – Automation of Service Requests
#4 – Enable Self-Service for Service Requests
#5 – Parent/Child Incidents
#6 – Release Management
#7 – Connectors
#8 – Permissions for triggering System Center Orchestrator runbooks

First let’s take a look where you find the new Service Requests.


Now, to implement Service Requests you first should prepare appropriate Service Request templates that have some preconfigured settings ans also reflect the business process for your Service Requests types. So lets first create a new template and choose “Service Request” as the class this template is used for.



After the form opens you can configure the template as needed, In this example I create a template for ordering/creating new ADDS user objects. I only define few values here.


Now comes the most interesting part, the activities tab. This is where your business process is reflected with several activities. You can add different kind of activities in the needed order – this is almost the same as with Change Requests in Service Manager 2010. But wait, what’s that? The interface looks completely new and there are new types of activities available? Yes! This is one of the most important new features that now allows you to use parallel, sequential or dependent activities to build your process.



To demonstrate I add a review activity and a parallel activity that contains to parallel manual activities. Let’s see how this looks like – wow, pretty cool!


Now after the template is ready it’s time to create a new Service Request based on the new template. When switching to “Service Request Fulfillment” you should see a task named “Create Service Request from Template”.  The template prepared before should be visible.



A new Service Request is created that can now be configured with all the details you need. Don’t forget to configure the activities with all the needed details so that the technicians that get an activity to work on have all the information they need.




After the Service Request is created it is displayed in the Service Request views. After a short time, the business process workflow engine will recognize that a new Service Request has been created and will then put the first activity to the status “In Progress” and allows the technician to work on it. From here, it’s almost the same as with Change Requests in Service Manager 2010. As soon as the last activity is marked as completed, the Service Request itself changes it’s status to “completed”.


It’s possible that you have defined Service Levels for Service Request types. To make sure you can measure the Service Levels and do some reporting, it’s possible to use different kinds of Service Level Objectives together with Service Requests. For more information how this works, check this blog post –>

This is pretty cool stuff, but wait, it gets even more exciting! Why not give end users access to Service Request Templates so that they can directly create Service Requests on their own? And why not automate the process to configure things? Wow, even this is possible with Service Manager 2012. I will cover these things in the next blog posts, so stay tuned!


About Marcel Zehner

Microsoft Azure MVP
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15 Responses to News in SCSM12 (Beta) #2 – Service Requests

  1. Pingback: News in SCSM12 (Beta) #3 – Automation of Service Requests |

  2. Pingback: News in SCSM12 (Beta) #4 – Enable Self Service for Service Requests |

  3. Pingback: News in SCSM12 (Beta) #1 – Service Level Objectives (SLO) |

  4. Pingback: News in SCSM12 (Beta) #5 – Parent/Child Incidents |

  5. Pingback: News in SCSM12 (Beta) #6 – Release Management |

  6. Pingback: News in SCSM12 (Beta) #7 – Connectors |

  7. Pingback: News in SCSM12 (Beta) #8 – Permissions for triggering System Center Orchestrator runbooks |

  8. Marat says:

    Hi Marcel,
    The talk is about “Area” field on the Service Request form.
    It presets values from ServiceRequestAreaEnum$ which is part of ServiceManager.ServiceRequest.Library management pack which is sealed.
    And there’s no ability to change if via Library->Lists. I was trying to saw it with remove-scsmenumeration – didn’t suceeded.
    Do You have any suggestions regarding this?
    Thanks in advance!

    • Marcel Zehner says:


      I quickly checked that and you’re right. I guess at RTM there will be a List called Service Request Area that can be changed.


  9. Marat says:

    I’ve solved partially this issue “using Travis’s resource”. I’ve succeded – works fine.
    So really it’s not possible to change/delete because of signature. But it’s possible to append Items

    …And waiting The RTM…

  10. Pingback: Service Requests, Service Catalog, Service Offerings, Request Offerings… how it all fit together in SCSM 2012. - System Center Service Manager

  11. Britta says:

    Hi, I was planning to make som knowledge articles, but when i attach a document ec. PDF or Word2010, it shows up blank on the serviceportal – why does it convert the attached file into RTF? Any idea?

  12. Andrew says:

    Hi Marcel,

    We are implementing SCSM 2012 in our organization. We have configured a number of Service Request templates and are running into an issue with the Activities. I will use a simplified example of a new user template – The New User template has 2 Activities: 1) Create Active Directory Account, 2) Deploy Hardware.

    Activity 1 has to be completed before Activity 2 can be marked complete. Often, our system administrators have completed both activities by the time they go into the Service Request. So, they would like to mark Activity 1 complete and then immediately mark Activity 2 complete, thereby completing (closing) the SR ticket.

    We are finding that when we mark Activity 1 complete, the Activity status changes however before Activity 2 can be marked complete, we have to completely exit out of the SR and then open it again before we can mark Activity 2 complete. This is very inefficient and slows our administrators down.

    Can you provide any input on this? I hope I have been clear enough in my description.

    Thank you.

    • Marcel Zehner says:


      Why dont you approve/complete activities from the activities view? Also, when you want to completeboth activities at the same time, why dont you just merge those together to 1 activity?


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