Tag Archives: incidents

News in SCSM12 (Beta) #5 – Parent/Child Incidents

With SM12 it’s now possible to link multiple Incidents together. For that, a Parent Incident (or Master Incident) is created that then has relations to one or multiple Child Incidents. With SM10 this was only possible by linking multiple Incidents to Problem Records … Continue reading

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Change the Incident Template used by the Web Portal

The Web Portal allows end users to create Incidents. This is pretty cool because you can move to load for the Incident creation process away from the Service Desk people to the end users. If a new Incident is created, … Continue reading

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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 … Continue reading

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Remove the extensions tab on the Incident form

I have done this many times in the past months: extending the default Incident class with additional properties. With that you are able to save additional data with an Incident, so that you have all information in place when needed. … Continue reading

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Changing the Incident Preview Form

When dealing with Incidents, you and your Service Desk people always want the most important information at hand to work effectively. One requirement could be to display information about incidents without opening them. Out of the box this is possible and … Continue reading

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Scheduled Reports

One question that comes up frequently is how Service Manager reports can be scheduled. The good news: This can be done, hooray! The bad news: It cannot be done using the Service Manager console and it can be a bit … Continue reading

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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

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