Category: ‘Service Manager’

DCIM-B308: Advanced Lessons learned from Implementing System Center 2012 R2 Service Manager

May 13, 2014 Posted by Anders Asp

To all of you who attended to my session at TechEd yesterday – thank you! It was a great experience and I hope you learned something that you can make use for in your Service Manager environment! Now, I promised to post all the queries and links here on the blog, so here we go.

SQL Queries related to History:

-- Get the BasedManagedEntityId for a particular Incident
------------------------------------------------------------
select BaseManagedEntityId, Name, LastModified
from BaseManagedEntity where Name = 'IR12740'

-- Get the whole history of this object
------------------------------------------------------------
select * from EntityChangeLog
where EntityId = '2FD95F73-F940-E434-68AB-1ECDDA86D8D8' order by LastModified desc

-- Get all Changes in that transaction
------------------------------------------------------------
select * from EntityChangeLog
where EntityTransactionLogId = '181762'

-- When and who did the update?
------------------------------------------------------------
select * from EntityTransactionLog
where EntityTransactionLogId = '181762'

-- Which properties were changed in a particular update?
------------------------------------------------------------
select * from MT_System$WorkItem$Incident_Log
where EntityChangeLogId = '825955'

-- Which properties has been changed on a certian object?
------------------------------------------------------------
select * from MT_System$WorkItem$Incident_Log
where BaseManagedEntityId = '50494CAB-21D5-BFD8-7540-ADDD86D64239'

SQL Queries related to changing the AD connector batch sizes:
Remember! Changes directly to the database is NOT supported!


-- To retrieve the current batch size value for AD connector
------------------------------------------------------------
select DataName,DefaultBatchSize
from lfx.datatable
where DataName in (
'AD_User_Out',
'AD_UserPreference_Out',
'v_AD_UserManager',
'AD_UserNotificationPoint_Out',
'AD_GroupNotificationPoint_Out',
'AD_Computer_Out',
'AD_Printer_Out',
'AD_Group_Out')

-- To update batch size values for AD connector
------------------------------------------------------------
Update LFX.DataTable
Set DefaultBatchSize = 1000
where DataName in (
'AD_User_Out',
'AD_UserPreference_Out',
'v_AD_UserManager',
'AD_UserNotificationPoint_Out',
'AD_GroupNotificationPoint_Out',
'AD_Computer_Out',
'AD_Printer_Out',
'AD_Group_Out')

-- To reset the batch sizes back to default values again
------------------------------------------------------------
Update LFX.DataTable
Set DefaultBatchSize = 50
where DataName in (
'AD_User_Out',
'AD_UserPreference_Out',
'v_AD_UserManager',
'AD_UserNotificationPoint_Out',
'AD_GroupNotificationPoint_Out',
'AD_Group_Out')

Update LFX.DataTable
Set DefaultBatchSize = 200
where DataName in (
'AD_Computer_Out',
'AD_Printer_Out')

Useful links:

FirstAssigned Date override (incl. MP)
http://www.scsm.se/?p=853

How to manually execute WorkItem Grooming in Service Manager
http://blogs.technet.com/b/mihai/archive/2012/12/12/how-to-manually-execute-workitem-grooming-in-service-manager.aspx

Modifying the batchsizeof AD and SCCM connector
http://blogs.technet.com/b/mihai/archive/2013/08/14/tweaking-the-ad-and-cm-connectors-in-service-manager-2012.aspx

Implied Permissions (incl. MP)
http://blogs.technet.com/b/servicemanager/archive/2014/03/19/improving-ad-connector-performance.aspx

 

I’ve also attached the slide deck if you would like to take a look at the slides again.

DCIM-B308

Some quick updates

April 30, 2014 Posted by Anders Asp

Wow – so much work and so little time! Sorry for the lack of updates recently!

Here’s a couple of quick things:

TENA

I’ll be going to TechEd North America to present in two weeks:

DCIM-B308  Advanced Lessons Learned from Implementing Microsoft System Center 2012 R2 Service Manager
Monday, May 12 4:45 PM – 6:00 PM
Speaker(s): Anders Asp
Track: Datacenter and Infrastructure Management
Session Type: Breakout
Topic: System Center Service Manager
 
After working with System Center Service Manager for five years, we’ve managed to learn quite a bit of what to do and what not to do. This session teaches you many of the DO’s and DON’Ts on the technic, architecture, organization, and process side.
 
The session will cover different type of scenarios of all kind of complexity. There should be something useful for anyone working with Service Manager, regardless if you’re new or been working with it for a while. So please come listen to the session if you’re going to Houston!
 

Update Rollup 2

The first Update Rollup for Service Manager 2012 R2 has been released and it contains some really important bugfixes (which we’ve been waiting for!).

Some of the fixes:

– Console maximize bug has been fixed!
This means that we can run Service Manager in full screen mode without getting any performance decrease or weird form behaviour!

– Auto update of views
Views that is configured for auto update will now correctly notify the analyst when items in the view has been changed. Additionally, these views will no longer throw an error when the FullUpdate occur.

– Service Request templates crashed the console if they contained an Assigned to User

+++ more!

For full detail and to download the update package, go here:
http://support.microsoft.com/kb/2904710

I’ve already installed this at a few customers without having any issues.

MVP Renewal

I got renewed as an MVP for the third year in a row! I’m really grateful and thrilled about being part of the MVP program for another year! Last year were pretty chaotic on my personal side, hopefully I’ll manage to contribute even more to the community this year.

Anders Asp MVP

Session Recordings

For my Swedish readers: I’ve been attending to some events lately where my sessions has been recorded. Take a look here if you’re interested (in Swedish)

Provisionera VMs i Azure från Service Manager och Orchestrator
http://www.youtube.com/watch?v=dr9rE55Xnxw&index=10&list=PLcHuyfrfAedUf3FXQXvz9mX9O8iTfsDOl

Access Management with System Center and Forefront Identity Manager
http://www.youtube.com/watch?v=GCEHDGXVhxU

 

Installer crashing with error code CLR20r3 when trying to apply UR2 or UR4

March 2, 2014 Posted by Anders Asp

A collegue of mine just ran into this error at a customer site. He was about to upgrade a SCSM 2012 SP1 environment to 2012 R2 but had to apply UR2/UR4 first, but when he tried to run the installer, he got an application crash with this error:

Description:
Stopped working

Problem signature:
Problem Event Name:                        CLR20r3
Problem Signature 01:                       scsm2012_amd64_patchwizard.exe
Problem Signature 02:                       7.5.2905.158
Problem Signature 03:                       5267ae2a
Problem Signature 04:                       mscorlib
Problem Signature 05:                       2.0.0.0
Problem Signature 06:                       503ef855
Problem Signature 07:                       34a5
Problem Signature 08:                       1c5
Problem Signature 09:                       System.IO.IOException
OS Version:                                          6.1.7601.2.1.0.272.7
Locale ID:                                             1053

Read our privacy statement online:
http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

 If the online privacy statement is not available, please read our privacy statement offline:
C:\Windows\system32\en-US\erofflps.txt

We tried various things to sort it out and after some unsuccessful attempts and a bit of searching the web, we found this forum thread:
http://social.technet.microsoft.com/Forums/en-US/b4dea854-3191-4b9a-9aa1-1fbf8b37c077/system-center-service-manager-sp1-update-rollup-2-error?forum=systemcenterservicemanager

Following the advices in the thread we eventually found a way to fix this – run Windows Update and apply the patches! As it turned out, this environment hadn’t been updated for nearly a year (!!) and after running Windows Update the installer worked as expected.

How to add a new Knowledge Article Status

February 26, 2014 Posted by Anders Asp

Knowledge Management is a component within SCSM which is rarely used. This is very unfortunately since it makes so much sense having it in your ITSM system – to be able to have information nearby and easy accessible, to be able to relate the Knowledge Articles to your Work Items and so on. I do understand the reasons why Knowledge Management is under used though, and I really hope we’ll see some investments in this area from Microsoft in the near future.

Some customers does however use Knowledge Management, and the majority (if not all) of these have asked how they would be able to add new Knowledge Article Statuses. Most of them want a new status named Internal for KAs only targeting the analysts. By default only Knowledge Articles with the Status set to Published will be visible for End Users in the Self-service Portal, so by doing this you can have internal articles only visible to IT.

By default there’s three different statuses, like this:

KAStatuses

As this is a ordinary list you would think that you would be able to edit it under Library –> Lists, but as you probably already have found out if you are reading this post, the list isn’t listed here.

KALists

In order to add new items to this list we have to do some XML editing. The Knowledge Article Status list is stored in a sealed MP named “System.Knowledge.Library” and since it is sealed, we have to add new list items in a new MP. So create a new MP or open an existing in which you would like to store this list item. Then add a reference to the System.Knowledge.Library MP. Just like this:

<Reference Alias="Knowledge">
  <ID>System.Knowledge.Library</ID>
  <Version>7.5.3079.0</Version>
  <PublicKeyToken>31bf3856ad364e35</PublicKeyToken>
</Reference>

Then add the actual new list by adding the EnumerationValue tag just like below. The ID can be anything you want, in this example I’m just following the same standard as Microsoft used when they created the original list items.

<TypeDefinitions>
  <EntityTypes>
    <EnumerationTypes>
      <EnumerationValue ID="System.Knowledge.StatusEnum.Internal" Accessibility="Public" Parent="Knowledge!System.Knowledge.StatusEnum" Ordinal="12" />
    </EnumerationTypes>
  </EntityTypes>
</TypeDefinitions>

The ordinal of the Out-of-the-box Knowledge Article Statuses are:
Draft – Ordinal=”5″
Published – Ordinal=”10″
Archived – Ordinal=”15″

So by giving my new Internal status the Ordinal 12, it will be placed in between Published and Archived.

The last thing you need to add in the MP is the DisplayString for your new list items. Remember that you need one DisplayString for each new list item and for each language you are going to support.

<DisplayString ElementID="System.Knowledge.StatusEnum.Internal">
  <Name>Internal</Name>
</DisplayString>

When you’ve added all this to your MP, save it and import it into SCSM. This should result in you having a new KA Status:

KAStatusesUpdated

I’ve added the complete MP so you can download it and take a look at the XML code as a whole if you would like.

Lumagate.KnowledgeArticle.Lists.zip

The future of Service Manager

February 18, 2014 Posted by Anders Asp

Even though I’m pretty sure most of the readers here also reads the official Service Manager blog over at TechNet, I still think it’s worth mentioning this:
http://blogs.technet.com/b/servicemanager/archive/2014/02/18/system-center-service-manager-a-phoenix-in-its-own-right.aspx

It’s about Service Manager, rumors around it and the future of it. If you haven’t read it, read it now!

I’m really excited to hear this from Microsoft and I know many of you are as well! I think it’s safe to say that Service Manager is here to stay and with the investments mentioned in the blogpost, we will see an even stronger product that will help customers with their ITSM challanges!

Strange error message when trying to upgrade SCSM 2012 Sp1 to SCSM 2012 R2

January 22, 2014 Posted by Anders Asp

Today when I was helping a customer doing an upgrade of their SCSM 2012 SP1 UR2 environment to R2, we got a strange error message when trying to upgrade the Data Warehouse management server:

“The Data Warehouse management group to which this management group is registered must be upgraded or unregistered before this management group can be upgraded”

ErrorMessage

The error message appear as soon as you try to initiate the upgrade by starting the Setup.exe and you don’t really get any information on what causes this. Searching the internet didn’t get me anything regarding this error at all (except one other person having the same error) so I turned to my fellow MVP colleges for some input. As it turned out, a couple of them had seen and worked their way around this issue before (thanks Christian and Steve!).

So, to get around this issue you have to Unregister SCSM with the DW, and then do the upgrade. Once the upgrade is completed on both the DW mgmt. server and the SCSM mgmt. server, you can safely register SCSM with the DW again. All data should still be present in the database, but of course you did a backup right before the upgrade – just in case. Right?

I don’t know what caused this error, maybe it was the fact that the customer was having a space in their management group name (I have to try that in my lab later on) cause it caused another issue when we tried to unregister SCSM with the DW. Unregistering from DW if you have a space in the management group name is not possible from the console obviously. Instead, we hade to use PowerShell to do this.

On the DW mgmt. server, load the SCSM DW PowerShell module and then run the following commands.

Get-SCDWSource 

The command above will retrieve all data sources and display the information needed to run the next command.

Unregister-SCDWSource -DataSourceTypeName <DataSourceTypeName> -DataSourceName <NameOfDataSource>

This command will unregister the datasource from the Data Warehouse.

If you run into this error – do you have a space in your management group name? Please drop a comment below!

Install Data Warehouse Management unattended on a named SQL instance

January 18, 2014 Posted by Alexander Axberg

A bug in the installation wizard for the Service Manager setup can cause you to not be able to complete the wizard when installing the Data Warehouse Management server if you are planning on putting your databases on named instance on the SQL server (in other words, NOT the default instance).

To get around this issue you have to do an unattenden installation from the command prompt.

So, start by logging in to the Data Warhouse Management server with an account with all necessary permissions, fire up the command prompt (cmd.exe).

Go to your Service Manager installation media where you can find setup.exe (for example: cd D:\amd64\)

Type in the following commandline, and replace all text in red with your own values. This commandline is actually what the wizard produces after asking you about all settings and paths.
Wait until the installation finishes, and then your done. Examine the SCSMInstall.log in your profile after the installation is complete to verify that everything went well, look for “return value 3”.

 

Start /Wait Setup.exe /Install:Datawarehouse /AcceptEula:YES /RegisteredOwner:SCSM /RegisteredOrganization:”My Company” /ProductKey:ABCDE-ABCDE-ABCDE-ABCDE-ABCDE /CreateNewDatabase /AdminRoleGroup:DOMAIN\SCSM_Admins /StgConfigSqlServerInstance:SQL01.scsm.local\INST3 /RepositorySqlServerInstance:SQL01.scsm.local\INST3 /DataMartSqlServerInstance:SQL01.scsm.local\INST3 /ReportingServer:SQL01.scsm.local\INST3 /ReportingWebServiceURL:”http://sql01.scsm.local:80/ReportServer/ServiceRunUnderAccount:AD\svc_scsm\p@ssw0rd /DatasourceAccount:AD\svc_scsm_report\p@ssw0rd /CustomerExperienceImprovementProgram:NO /EnableErrorReporting:NO /ManagementGroupName:DW_SCSM /OMDataMartSqlServerInstance:SQL01.scsm.local\INST3 /CMDataMartSqlServerInstance:SQL01.scsm.local\INST3 /AnalysisServerInstance:SQL01.scsm.local\INST3 /ASRunUnderAccount:AD\svc_scsm_analysis\p@ssw0rd

Nordic System Center Summit

November 11, 2013 Posted by Anders Asp

Early in December there is a new event called “Nordic System Center Summit” which is being hosted by Lumagate (which is my employer – just for the record). A full day with focus on System Center – one track for technicians and another track for business decision makers.

The event is free and is being held in Stockholm the 4th of December and Oslo the 5th of December and if you are able to, I really think you should come listen to all the great sessions!

Some of the speakers:
Me – Anders Asp (MVP)
Robert Hedblom (MVP)
Kristian Nese (MVP)
Chris Ross (MVP)
Travis Wright (SC God)

NCSC

Read more at http://www.nordicsystemcentersummit.com

Hope to see you there!

 

Type Projections Management Pack

October 25, 2013 Posted by Alexander Axberg

(Last update, 2014-09-09)

A couple of years ago, Travis released some excellent Management Packs containing several different Type Projections for a specific type of Work Items, which you could use to speed up the Query in your views instead of using the “(advanced)” type projections. Very useful.

The one for Change Requests is located here: http://blogs.technet.com/b/servicemanager/archive/2011/09/19/new-change-request-type-projections-management-pack.aspx
and for Incidents: http://blogs.technet.com/b/servicemanager/archive/2010/12/02/faq-why-is-my-custom-incident-view-so-slow.aspx

So what I’ve done is to gather all of these  type projections and put them all in the same Management Pack (and added some own too).

The Management Pack i sealed, so you can use these type projections in any view you want, regardless of what Management Pack the view is stored in. You can download it at the bottom of the post.

It will probably be updated in the future with more useful type projections

The following type projections are included in the pack:

Incident (Primary Owner)
Incident (Affected User)
Incident (Assigned To User)
Incident (Created By User)
Incident (Resolved By User)
Incident (Closed By User)
Incident (Assigned and Affected User)
Incident (Assigned To, Affected, and Primary Onwer User)
Incident (Assigned To, Affected, Primary Owner, Created By User)
Incident (Assigned To, Affected, Primary Owner, Created By, Resolved By User)
Incident (Assigned To, Affected, Primary Owner, Created By, Resolved By, Closed By User)
Incident (Created By, Resolved By, Closed By)
Incident (Created By, Assigned To, Resolved By, Closed By)
Incident (Created By, Assigned To, Primary Owner, Resolved By, Closed By)
Incident (Related Work Items)
Incident (Related Work Items, Assigned To, Affected User)
Incident (Related Knowledge Articles)
Incident (Affected Services)
Incident (Affected Configuration Items)
Incident (Related Manual Activities)
Incident (Affected User, Assigned To, Related CIs – both ways)
Incident (Affected User, Assigned To, SLA)
Incident (SLA, Affected, Assigned To)
Incident (SLA, Affected, Assigned To, Affected Services)
Problem (Assigned To)
Problem (Affects Service)
Problem (Related WorkItems)
Change Request (Created By, Assigned To, Affected User)
Change Request (Created By User)
Change Request (Assigned To User)
Change Request (Affected User)
Change Request (Assigned To, Affected User)
Change Request (Created By, Affected User)
Change Request (Created By, Assigned To User)
Change Request (Activities)
Change Request (Related Work Items)
Change Request (Related Configuration Items)
Change Request (File Attachments)
Change Request (Knowledge Articles)
Change Request (Activity, Assigned To)
Service Request (Assigned To, Affected User)
Service Request (Activity)
Service Request (Related Configuration Items)
Service Request (Affected User)
Service Request (Assigned To)
Service Request (Related Work Items)
Service Request (Activity, Assigned To)
Service Request (SLA, Affected, Assigned To, Affected Items)
Service Request (Knowledge Articles)
Service Request (Affected Items)
Service Request (File Attachment)
Service Request (Assigned To, Affected User, Created By)
User (Manager, Reporting)
Manual Activity (Created By, Assigned To)
Manual Activity (Parent WI Assigned To)
Manual Activity (Parent WI Assigned To, Assigned To)
Service (Owned By, Service Customers, Affectes Users)

Lumagate.TypeProjections1.0.0.26

Exchange Connector 3.0 re-released

October 8, 2013 Posted by Anders Asp

Short but important post – The Exchange Connector 3.0 RTM has just been re-released to include an important bugfix for the bug that caused the connector to malfunction if you had created any class extension. Previously you had to register a support case at Microsoft to get the fix but it’s now included in the connector itself. So go ahead and download the new connector: http://www.microsoft.com/en-us/download/details.aspx?id=38791

Remember that you will have to have SCSM 2012 SP1 UR2 or higher for the connector to function.