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Author Archives: Marcel Zehner
Make Service Manager Customer-aware
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 … Continue reading
Mobile Devices and SIM Cards
Some customers want to manage Mobile Devices. Unfortunately, no such classes exists out of the box in Service Manager. Therefore you have to create your own classes as well as build the relationships between those. In this article i will … Continue reading
Service Manager Workflows – Part 1
To automate tasks, Service Manager brings it’s own Workflow Engine. Using the Authoring Tool you can build detailed Workflows to automate almost any task you want. And the best thing: it’s pretty easy! In this Blogpost Series i will show … Continue reading
Posted in SCSM
Tagged authoring tool, auto-close, autoclose, automation, powershell, workflow
8 Comments
Auto-Close resolved Incidents
After a Ticket has been closed, it is no more possible to reopen it – this is why the “resolved” state exists. As long as a ticket is resolved, it can be re-opened. So one thing you have to deal … Continue reading
Posted in SCSM
Tagged auto-close, autoclose, closed, incidents, opalis, problems, resolved, smlets
25 Comments
Adding a custom field to Incident Forms
Today I had an interesting Request. A Customer came with the idea of adding an additional field to the Incident Form. It should hold the User that would report the Incident. Often the user reporting the Incident is not the … Continue reading
Posted in SCSM
Tagged attribute, authoring tool, incident, reference, relation, relationship, reporting user
82 Comments
Automated Change Requests using Microsoft Opalis
If you want to automate certain processes, then Microsoft Opalis is the way to go. With this Orchestration and Workflow engine it possible to automate cross-silo processes without writing a single line of code. of course, if you have special … Continue reading
CSV Import of Objects
Sometimes it is necessary to import a bunch of objects at the same time, for instance when you create a new custom class for managing objects that only live in Service Manager and cannot be imported by using connectors. For … Continue reading
Relations between Objects
Sometimes it can be useful to group different objects together. One requirement could be, to group a Computer, a Monitor and a Printer Object together to form a Workplace Object. This could be useful to easily recognize which objects belong … Continue reading
Posted in SCSM
Tagged authoring tool, classes, customization, forms, inheritance, relations, relationship
11 Comments
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