Category Archives: Workflows

More transparency in SLO Management by reusing the “Target Resolution Time” field

Posted on 19/05/2012 by

SM12 has a great feature for Service Level Management. I will not go into any details because this was already described here or here. With SM12 you are very flexible to deal with different service levels, metrics and also time … Continue reading →

Posted in Automation with Opalis, Classes and Relations, Incidents, Service Level Management, Workflows | Tagged , , , , , | 33 Comments

News in SCSM12 (Beta) #3 – Automation of Service Requests

Posted on 28/10/2011 by

In my last blog post I talked about the new Service Request Work Item type and how to use them. Service Requests are great, but it would be even cooler to automate the IT processes behind it. This is possible when … Continue reading →

Posted in Automation with Opalis, Service Requests, Workflows | Tagged , , , , , , , , | 11 Comments

Notifying Analysts when Action Log was updated

Posted on 06/08/2011 by

There are several possibilities to update the action log of an incident. Service Manager can update the action log automatically, an analyst can update the action log with a manual antry from the console and endusers can update the action … Continue reading →

Posted in Notification, Workflows | Tagged , , | 52 Comments

SCO (System Center Orchestrator) 2012 Beta 1 – Overview

Posted on 20/06/2011 by

The next Release of Service Manager (SCSM 2012) will be available around end 2011. To drive automation to the next level, SCSM 2012 will contain a connector to System Center Orchestrator 2012 (today known as “Microsoft Opalis”) that allows us … Continue reading →

Posted in Automation with Opalis, Preview, Workflows | Tagged , , , , | Leave a comment

Get the SMTP Address of a User CI

Posted on 17/05/2011 by

Due to a notification requirement of a customer, I needed to somehow access the SMTP address of a User CI in the CMDB. This is not that easy, because the SMTP address is not directly stored on the user object, … Continue reading →

Posted in Automation with Opalis, Classes and Relations, Managing Objects, Notification, Workflows | Tagged , , , , , , , | 7 Comments

Using the Exchange Connector and the default Incident-by-Mail function together to get the best of both worlds

Posted on 14/05/2011 by

Wow, what a long title for a blog post! Due to a customer request I built the solution mentioned in the title some days ago. It works very good and satisfies the customers needs. What it does? It allows very … Continue reading →

Posted in Notification, Workflows | Tagged , , , | 23 Comments

Auto-Assign unassigned Incidents by using the SCSM Extensions V2.0 OIP

Posted on 03/05/2011 by

What about days when no one feels responsible for assigning Incidents to Support Groups and/or Analysts? In such cases a workflow that reports unassigned Incidents would be helpful. If needed, the workflow could also assign these Incidents automatically to a … Continue reading →

Posted in Automation with Opalis, Classes and Relations, Notification, Workflows | Tagged , , , , , , | 8 Comments

SCSM Extensions V2.0 OIP (Opalis Integration Pack)

Posted on 01/05/2011 by

Some weeks ago I released the first Version of the SCSM Extensions OIP. This OIP allows Administrators to create workflows in Opalis to automate things. It contains some activities that are not contained in the SCSM OIP from Microsoft. During my work with Service … Continue reading →

Posted in Automation with Opalis, Managing Objects, Notification, Workflows | Tagged , , , , , , | 9 Comments

Opalis Integration Pack Extension for Service Manager

Posted on 02/04/2011 by

I started a new Opalis Integration Pack project that allows administrators to easily communicate with Service Manager. The Integration Pack that Microsoft delivers is great, but some often used activities (I use) are not present and you have to use … Continue reading →

Posted in Automation with Opalis, Workflows | Tagged , , , , , , , | 10 Comments

Creating special Activities – Part 2/2

Posted on 09/02/2011 by

Using Activities in Service Manager allows you to collect Information about tasks and build them together in Change Requests. In the first Part I talked about custom activity classes and how to use them in Templates. In the second Part I … Continue reading →

Posted in Automation with Opalis, Classes and Relations, Managing Objects, Workflows | Tagged , , , , , | Leave a comment