System Center Service Manager Administrator's Guide: Authors

System Center Service Manager
Administrator’s Guide
Microsoft Corporation
Published: April 16, 2010
Authors
Anat Kerry, Bill Anderson, John Downing, and Liza Poggemeyer
Applies To
System Center Service Manager 2010
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Revision History
Release Date Changes
April 16, 2010 Original release of this guide.

Contents
System Center Service Manager Administrator's Guide.................................................................6
Using Management Packs in Service Manager...........................................................................8
How to Create a Management Pack File..................................................................................9
How to Export a Management Pack......................................................................................... 9
How to Import a Management Pack by Using the Console....................................................10
Using Connectors to Import Data into Service Manager............................................................11
Effects of Deleting a Connector on Configuration Items.........................................................11
Importing Data from Active Directory Domain Services..........................................................12
About Importing Data from Active Directory Domain Services............................................12
How to Create an Active Directory Connector.....................................................................13
How to Synchronize an Active Directory Connector............................................................15
How to Enable and Disable an Active Directory Connector................................................15
How to Import Data from Other Domains............................................................................16
Importing Data and Alerts from Operations Manager 2007....................................................17
How to Import Management Packs for Operations Manager 2007 Configuration Item
Connectors...................................................................................................................... 18
How to Create an Operations Manager 2007 Connector....................................................19
How to Synchronize an Operations Manager 2007 Connector...........................................22
How to Disable and Enable an Operations Manager 2007 Connector................................23
How to Edit an Operations Manager Connector.................................................................23
Importing Data from Configuration Manager 2007.................................................................24
About Importing Data from Configuration Manager 2007....................................................25
How to Create a Configuration Manager Connector...........................................................26
How to Disable and Enable a Configuration Manager Connector.......................................28
How to Synchronize a Configuration Manager Connector..................................................29
How to Configure a Configuration Manager Connector for an Extended SMS_def.mof File
........................................................................................................................................ 29
Using a CSV File to Import Data into Service Manager.........................................................59
About Importing Data from Comma-Separated Files into Service Manager.......................60
How to Import Configuration Items from a CSV File...........................................................62
Configuration Items in Service Manager....................................................................................63
Creating Configuration Items.................................................................................................. 64
About Creating Configuration Items....................................................................................64
How to Manually Create Configuration Items......................................................................65
How to Create a Service..................................................................................................... 66
How to Create a View for Imported Configuration Items.....................................................68
Deleting Configuration Items.................................................................................................. 70
How to Initiate the Deletion of a Configuration Item............................................................70
How to Complete the Deletion of a Configuration Item.......................................................71
Managing Configuration Items...............................................................................................72
How to Add, View, or Remove Related Configuration Item Information..............................72
Configuring Incident Management in Service Manager.............................................................74
About Configuring Incident Management in Service Manager...............................................75
How to Set File Attachment Limits..........................................................................................77
How to Set Incident Priority.................................................................................................... 78
How to Set Resolution Time................................................................................................... 78
How to Set Operations Manager Web Settings......................................................................79
How to Create Incident Templates.........................................................................................79
How to Configure Your Infrastructure for E-Mail Incident Support..........................................81
Configuring Workflows in Service Manager...............................................................................82
How to Configure Incident Workflows....................................................................................83
How to View Workflow Success or Failure.............................................................................84
Configuring Change and Activity Management in Service Manager..........................................85
How to Create Change Request Templates...........................................................................86
How to Create a Manual Activity Template.............................................................................88
How to Configure General Change Settings..........................................................................89
How to Configure General Activity Settings............................................................................90
How to Configure Change Management Workflows...............................................................90
How to Configure Activity Management Workflows................................................................92
Configuring Desired Configuration Management to Generate Incidents in Service Manager....93
How to Configure Desired Configuration Management to Generate Incidents.......................94
Configuring Service Manager Notifications................................................................................95
How to Configure Notification Channels.................................................................................96
How to Create Notification Templates....................................................................................97
How to Subscribe to Notifications......................................................................................... 100
How to Verify a Notification Configuration............................................................................101
Using Groups, Queues, and Lists in Service Manager............................................................102
About Groups, Queues, and Lists........................................................................................ 102
How to Create a Group in Service Manager.........................................................................105
How to Create a Queue....................................................................................................... 106
How to Edit a Queue............................................................................................................ 107
How to Add a List Item......................................................................................................... 107
Managing User Roles in Service Manager..............................................................................108
About User Roles................................................................................................................. 109
How to Add a Member to a User Role..................................................................................112
How to Create a User Role................................................................................................... 113
Managing Knowledge Articles in Service Manager..................................................................114
How to Create a Knowledge Article......................................................................................114
How to Search for a Knowledge Article................................................................................115
Using the Service Manager Cmdlets for Windows PowerShell................................................117
Getting Started with Service Manager Cmdlets for Windows PowerShell............................117
List of the Service Manager Cmdlets....................................................................................118
Managing the Data Warehouse in Service Manager...............................................................120
About Managing the Data Warehouse.................................................................................121
How to Disable a Data Warehouse Job Schedule................................................................124
How to Enable Data Warehouse Job Schedules..................................................................125
How to View the Status of a Data Warehouse Job...............................................................126
How to Suspend and Resume a Data Warehouse Job........................................................127
How to Schedule a Data Warehouse Job.............................................................................128
How to View Data Warehouse Job History...........................................................................129
How to Troubleshoot a Data Warehouse Job.......................................................................130
Managing the Self-Service Portal............................................................................................ 131
How to Set the Configuration Manager Configuration..........................................................131
How to Set End User Portal Contact IT Settings..................................................................132
How to Configure a Software Deployment Process.............................................................133
How to Publish Software Packages.....................................................................................134
Using Service Manager Tasks to Troubleshoot Computer Problems.......................................134
How to Create a Task........................................................................................................... 135
How to Run a Task From an Incident View...........................................................................136
To Configure Service Manager CEIP Settings.........................................................................137
Appendix A - List of User Role Profiles in Service Manager....................................................137
System Center Service Manager
Administrator's Guide
Welcome to the System Center Service Manager 2010 Administrator’s Guide. This guide
describes concepts that are important to Service Manager administrators, and it includes
procedures that Service Manager administrators must perform to configure Service Manager.
These procedures are typically performed one time after Service Manager is deployed. The
procedures in this guide help you configure Service Manager to match the policies and
requirements defined by your company.
In This Section
Using Management Packs in Service Manager
Provides information about how to create, import, and export management packs in
Service Manager.
Using Connectors to Import Data into Service Manager

Describes how to import data into Service Manager by using connectors.
Configuration Items in Service Manager

Describes how to manage configuration items in Service Manager.
Configuring Incident Management in Service Manager

Describes how to set configuration settings that streamline the creation of incidents in
Service Manager.
Configuring Workflows in Service Manager

Describes how to create and use workflows in Service Manager.
Configuring Change and Activity Management in Service Manager

Describes how to streamline change and activity management in Service Manager.
6
Configuring Desired Configuration Management to Generate Incidents in
Service Manager
Describes how to configure Service Manager to create incidents based on desired
configuration management reports from System Center Configuration Manager 2007.
Configuring Service Manager Notifications

Describes how to configure notifications in Service Manager.
Using Groups, Queues, and Lists in Service Manager

Describes how to use groups to manage configuration items, queues to manage
work items, and lists to customize forms in Service Manager.
Managing User Roles in Service Manager

Provides an overview of user roles and describes how to use user roles to define a
scope of activities that can be performed in Service Manager.
Managing Knowledge Articles in Service Manager

Describes how to create and search for knowledge articles.
Using the Service Manager Cmdlets for Windows PowerShell

Describes how to use the Service Manager cmdlets for Windows PowerShell.
Managing the Data Warehouse in Service Manager

Describes how to view, schedule, and troubleshoot extract, transform, and load (ETL)
jobs.
Managing the Self-Service Portal

Describes how to set the Configuration Manager configuration, publish contact
information, configure the software deployment process, and how to publish software
packages in the Self-Service Portal.
Using Service Manager Tasks to Troubleshoot Computer Problems

Describes how to use tasks to troubleshoot computer problems.
7
To Configure Service Manager CEIP Settings
Describes how to configure CEIP settings in Service Manager.
Appendix A - List of User Role Profiles in Service Manager

Lists the user role profiles.
Using Management Packs in Service Manager

Management packs are used to extend System Center Service Manager 2010 with the
information that you must have to implement all or part of a service management process. You
can use management packs to store the custom objects that you create. For example, you can
store the objects you create during your testing or evaluation process in a management pack.
Then, you can export that management pack to a file and then import the file to another
environment, such as a production environment.
A management pack is an .xml file that contains classes, workflows, views, forms, reports, and
knowledge articles. Items such as groups, queues, tasks, templates, connectors, and list items
are stored in a management pack, but items such as incidents, change requests, computers, and
other instances of classes are not. There are two types of management packs: sealed
management packs and unsealed management packs. A sealed management pack cannot be
modified, but an unsealed management pack can be modified.
By default, Service Manager contains several pre-imported sealed management packs that
enable core Service Manager features, such as incident management and change management.
Also, by default, Service Manager contains the Default Management Pack management pack, in
which you can store new items that you create. Additionally, Service Manager contains several
pre-imported unsealed management packs that enable optional features. You can delete
unsealed management packs, which might result in the loss of some views, rules, or lists.
However, the removal of these optional features will not prevent Service Manager from
functioning. You should consider exporting a management pack before you delete it. You can
import the management pack later if you need the optional features in a management pack that
you deleted.
To use a management pack, import it into Service Manager. Typically, the management pack is
stored in an .xml file that you can import by using the Service Manager console.
In This Section
How to Create a Management Pack File
Describes how to create a management pack file.
8
How to Export a Management Pack
Describes how to export a management pack.
How to Import a Management Pack by Using the Console

Describes how to import a management pack by using the console.
How to Create a Management Pack File

You can use the following procedure to create a management pack file. After you create the
management pack file, you can use it to store objects that you create.
For more information about how to create and customize management packs, see the Service
Manager Authoring Guide.
To create a management pack file

1. In the Service Manager console, click Administration.
2. In the Administration pane, expand Administration, and then click Management
Packs.
3. In the Tasks pane, under Management Packs, click Create Management Pack.
4. In the Create Management Pack dialog box, enter a name, such as Sample
Management Pack, and then enter a description for the new management pack. Click
OK.
To validate the creation of a management pack file

 In the Service Manager console, open the Management Packs view, and verify that
the new management pack appears in the Management Packs pane.
How to Export a Management Pack

After you create a management pack, you can export it to a file to back up any customizations in
the management pack. After you export a management pack, you can later import it to restore the
objects that the management pack contains. You can only export unsealed management packs
using the Service Manager console. You must use Windows PowerShell commands to export
sealed management packs. For more information about Windows PowerShell commands in
Service Manager, see Using the Service Manager Cmdlets for Windows PowerShell.
You can use the following procedure to export a management pack.
To export a management pack
9
Packs.
3. In the Management Packs pane, select the management pack that you want to
export.
4. In the Tasks pane, under the name of the management pack that you want to export,
click Export.
5. In the Browse For Folder dialog box, select a location for the file, and then click OK.
Note
You cannot change the default name of the management pack file.
To validate the export of a management pack

 In Windows Explorer, ensure that you can locate the management pack file.
How to Import a Management Pack by Using the Console

Before you can use a management pack in System Center Service Manager 2010, you must
import the management pack. To import a management pack, you must use the Service Manager
console.
When you import a management pack that was previously imported, the objects in the
management pack overwrite the existing objects. Before you import a management pack that has
dependent management packs, you must import the dependent management packs.
Alternatively, you can import the management pack and its dependent management packs at the
same time, but the dependent management packs must be in the correct order.
Use the following procedure to import a single management pack, or a bundled management
pack (.mpb file name extension) by using the Service Manager console.
To import a management pack by using the Service Manager console

Packs.
3. In the Tasks pane, under Management Packs, click Import.
4. In the Select Management Packs to Import dialog box, select the management pack
file, and then click Open.
5. In the Import Management Packs dialog box, click Add.
6. After you have added all the management packs that you want to import, click Import,
and then click OK.
To validate the import of a management pack
10
 In the Service Manager console, select the Management Packs view, and ensure that
the intended management packs appear in the Management Packs list.
Using Connectors to Import Data into Service

Manager
Service Manager connectors let you import data as configuration items from Active Directory
Domain Services (AD DS), System Center Configuration Manager, and Operations Manager
2007. In addition, you can import alerts from Operations Manager 2007, and these alerts can be
configured to automatically generate incidents in Service Manager. You can also import data from
comma-separated value files into the Service Manager database.
In This Section
Effects of Deleting a Connector on Configuration Items
Describes the effects of deleting a connector.
Importing Data from Active Directory Domain Services

Describes how to create, synchronize, and disable or enable an Active Directory
connector.
Importing Data and Alerts from Operations Manager 2007

Describes how to create synchronize, edit, and disable or enable an Operations
Manager 2007 alert or configuration item (CI) connector.
Importing Data from Configuration Manager 2007

Describes how to create a connector to System Center Configuration Manager and
how to customize configuration management to extend the hardware information that
is collected.
Using a CSV File to Import Data into Service Manager

Describes how to import data into System Center Service Manager 2010 by using a
comma-separated value (CSV) file.
11
Effects of Deleting a Connector on Configuration Items
Effects That Deleting a Connector Has on Configuration Items

Many of the configuration items that are found in the Service Manager database are the result of
the data imported by using connectors. Therefore, if a connector is deleted, the configuration
items associated with that connector will also be deleted, except where the configuration item is
related to an active incident or change request. If more than one connector defines a
configuration item, the configuration item will be deleted when all of the contributing connectors
are deleted.
If you are creating a new connector to replace an existing connector, create the new connector
first, and then synchronize the new connector before deleting the old connector.
Importing Data from Active Directory Domain Services

This section provides an overview of using a connector to import data from Active Directory
Domain Services (AD DS) into System Center Service Manager 2010. This section also
describes how to create, synchronize, and enable or disable an Active Directory connector.
In This Section
About Importing Data from Active Directory Domain Services
Provides an overview of how to use a connector to import data from AD DS.
How to Create an Active Directory Connector

Describes how to create an Active Directory connector.
How to Synchronize an Active Directory Connector

Describes how to synchronize the data in AD DS with the Service Manager database.
How to Enable and Disable an Active Directory Connector

Describes how to enable or disable an Active Directory connector.
How to Import Data from Other Domains

Describes how to import data from domains other than the domain in which System
Center Service Manager 2010 resides.
12
About Importing Data from Active Directory Domain Services
The System Center Service Manager 2010 database contains information about your enterprise
and is used by all the components of your service management structure. You can use an Active
Directory connector to add users, groups, printers, and computers (and only these object types)
as configuration items into the Service Manager database.
Note
If the same user name exists in two different organizational units within the Active
Directory domain, Service Manager cannot import both user accounts, and an event is
logged in the System Center Operations Manager application log.
The users you import from Active Directory Domain Services (AD DS) can later be assigned to a
user role, so that specific permissions are granted to specific users. However, users who do not
exist in your organization’s Active Directory may need to be assigned to an activity. In this case,
you must manually create a configuration item that contains all the necessary information about
these users.
If you must later perform maintenance operations on the Service Manager database, you can
temporarily disable the connector and suspend the importation of data. Later, you can resume the
importation of data by re-enabling the connector.
When you import a large number of users from Active Directory Domain Services or from System
Center Configuration Manager, CPU utilization might increase to 100 percent. You will notice this
on one core of the CPU. For example, if you import 20,000 users, CPU utilization might remain
high for 1.5 to 2 hours. You can mitigate this issue by creating connectors and importing the users
into Service Manager before you deploy the product in your enterprise and by scheduling
connector synchronization during off hours. Installing Service Manager on a computer that has a
multi-core CPU also minimizes the impact of importing a large number of users.
See Also

You can use the following procedure in System Center Service Manager 2010 to create an Active
Directory connector to import objects from Active Directory Domain Services (AD DS).
To create an Active Directory connector and to import objects from AD DS

2. In the Administration pane, expand Administration, and then click Connectors.
3. In the Tasks pane, under Connectors, click Create Connector, and then click Active
Directory Connector.
13
4. Follow these steps in the Active Directory Connector Wizard:
a. On the Before You Begin page, click Next.
b. On the General page, in the Name box, type a name for the new connector. Make
sure that the Enable this connector check box is selected, and then click Next.
c. On the Domain or organizational unit page, select Use the domain: <domain
name>. Or, select Let me choose the domain or OU, and then click Browse to
choose a domain or an organizational unit (OU) in your environment.
d. In the Credentials area, click New.
e. In the Run As Account dialog box, in the Display name box, enter a name for the
Run As account. In the Account list, select Windows Account. Enter the
credentials for an account that has rights to read from AD DS, and then click OK.
On the Domain or organizational unit page, click Next.
Note
Special characters (such as the ampersand [&]) in the User Name box are
not supported.
f. On the Select objects page, select All computers, printers, users, and user
groups to import all items. Or, select Select individual computers, printers,
users or user groups to import only the selected items. Then, click Next.
g. On the Summary page, make sure that the settings are correct, and then click
Create.
h. On the Completion page, make sure that you receive the following confirmation
message:
Active Directory connector successfully configured.
Then, click Close.
Note
Depending on the amount of data that is imported, you might have to wait
for the import to be completed.
To validate the creation of an Active Directory connector

1. In the Connectors pane, locate the Active Directory connector that you created. You
might have to wait for a minute before the connector appears.
2. In the Connectors pane, review the Status column for a status of Finished Success.
3. In the Configuration Items pane, expand Configuration Items. Expand Computers
and All Windows Computers, and verify that the intended computers from AD DS
appear in the All Windows Computers pane. Expand Printers, expand All Printers,
and then verify that the intended printers from AD DS appear in the All Printers pane.
4. In the Service Manager console, click Configuration Items. In the Configuration
Items pane, click Users, and then verify that the intended users and user groups from
AD DS appear in the Users pane.
14
To confirm the status of an Active Directory connector
 View the columns in the Connector pane; the columns contain information about the
start time, the finish time, the status, and the percentage of imported configuration
items.

To ensure that the System Center Service Manager 2010 database is up to date, the Active
Directory connector synchronizes with Active Directory Domain Services (AD DS) every hour after
the initial synchronization. However, you can use the following procedure to manually synchronize
the connector.
To manually synchronize an Active Directory connector

3. In the Connectors pane, select the Active Directory connector that you want to
synchronize.
4. In the Tasks pane, under the name of the connector, click Synchronize Now.
Note
Depending on the amount of data that is imported, you might have to wait for
the import to be completed.
To validate that an Active Directory connector synchronized

1. In the Service Manager console, click Configuration Items.
2. In the Configuration Items pane, expand Printers, and then click All Printers. Verify
that any new printers in AD DS appear in the middle pane.
3. Expand Computers, and then click All Windows Computers. Verify that any new
computers in AD DS appear in the middle pane.
5. In the Configuration Items pane, click Users. Verify that any new users and groups in
AD DS appear in the middle pane.

You can use the following procedure to disable or enable an Active Directory connector.
To disable an Active Directory connector

15
3. In the Connectors pane, select the Active Directory connector that you want to
disable.
4. In the Tasks pane, under the connector name, click Disable.
5. In the Disable Connector dialog box, click OK.
To enable an Active Directory connector

1. In the Service Manager console, click Administration, and then click Connectors.
2. In the Connectors pane, select the Active Directory connector that you want to enable.
3. In the Tasks pane, under the connector name, click Enable.
To validate the status change of an Active Directory connector

1. Wait for about 30 seconds. Then, in the Service Manager console, click
Administration, and then click Connectors.
2. In the middle pane, locate the connector for which you have changed status, and then
verify the value in the Enabled column.

You can import data from domains other than the domain in which System Center Service
Manager 2010 resides. For example, Service Manager is installed in domain A (where the fully
qualified domain name [FQDN] is a.woodgrove.com), and you want to import data from domain B
(where the FQDN is b.woodgrovetest.net). In this scenario, you must think about how to specify
the data source path and how to specify the Run As account.
In domain B, either identify an existing service account or create a new one for this purpose. This
service account must be a domain account and must be able to read from Active Directory
Domain Services.
Next, in Service Manager, create a new Active Directory connector in the Active Directory
Connector Wizard. Follow these steps on the Domain or organizational unit page.
To specify the data source path and Run As account

1. Use the appropriate method:
 If the two domains are in the same forest, in the Server Information area, select
Let me choose the domain or OU, and then click Browse to select the domain
and organizational unit.
 If the two domains are in different forests, in the Server Information area, select
Let me choose the domain or OU, and then type the domain and organizational
unit in the box. For example, type LDAP://b.woodgrovetest.net/OU=<OU
Name>,DC=b,DC=woodgrovetest,DC=net.
2. In the Credentials area, click New.
16
3. In the Run As Account dialog box, in the User name, Password, and Domain boxes,
type the credentials for the service account from the b.woodgrovetest.net domain.
Note
If the two domains are in different forests, you must type the domain name in
the User name box. For example, type b.woodgrovetest.net\<user name>.
Importing Data and Alerts from Operations Manager 2007

If your organization uses System Center Operations Manager 2007 to monitor systems in your
enterprise, the agents that are deployed gather information about configuration items that are
discovered and, as problems are detected, Operations Manager 2007 generates alerts. Two
connectors for Operations Manager are available in System Center Service Manager 2010: the
configuration item (CI) connector that imports objects that are discovered by Operations Manager
into the Service Manager database, and an alert connector that can create incidents based on
alerts.
Operations Manager 2007 collects information about many different types of objects, such as
hard disk drives and Web sites. To import objects that are discovered by Operations Manager,
Service Manager requires a list of class definitions for these objects; the list of definitions is in the
Operations Manager 2007 management packs. Therefore, you must import some Operations
Manager 2007 management packs into Service Manager. When you install Service Manager, a
set of Operations Manager 2007 management packs for common objects and the required
Windows PowerShell script are copied to your Service Manager installation folder. For more
information, see How to Import Management Packs for Operations Manager 2007 Configuration
Item Connectors. If you have installed additional management packs in Operations Manager, and
you want to add the data from those additional management packs to Service Manager, you can
modify the configuration item (CI) connector to add the additional management packs. For more
information, see How to Edit an Operations Manager Connector.
In This Section
How to Import Management Packs for Operations Manager 2007
Configuration Item Connectors
Describes how to import the management packs necessary for the Operations
Manager 2007 configuration item connectors.
How to Create an Operations Manager 2007 Connector

Describes how to create an Operations Manager 2007 connector and import
configuration items and alerts from Operations Manager 2007.
How to Synchronize an Operations Manager 2007 Connector

Describes how to synchronize an Operations Manager 2007 connector to reflect
17
changes that you made in Operations Manager.
How to Disable and Enable an Operations Manager 2007 Connector

Describes how to disable and enable an Operations Manager 2007 connector to
pause or resume data synchronization.
How to Edit an Operations Manager Connector

Describes how to edit properties for an Operations Manager connector.
How to Import Management Packs for Operations Manager 2007

Configuration Item Connectors
For the System Center Operations Manager 2007 configuration item (CI) connector to function
correctly, you have to import a set of management packs into System Center Service
Manager 2010. The management packs and the Windows PowerShell script that you need to
import the management packs are in the Service Manager installation folder. The default
installation folder is \Program Files\Microsoft System Center\Service Manager 2010\Operations
Manager Management Packs. Use the following procedure to import the management packs into
Service Manager.
To import management packs for the Operations Manager 2007 CI connector

1. On the computer that is hosting the Service Manager management server, on the
Windows desktop, click Start, point to Programs, point to Windows PowerShell 1.0,
right click Windows PowerShell, and then click Run as administrator.
2. In Windows PowerShell, type the following command, and then press ENTER.
Get-ExecutionPolicy
3. Review the output and note the current execution policy setting.
4. Type the following commands, and then press ENTER after each.
Set-ExecutionPolicy Unrestricted
Set-Location \"Program Files\Microsoft System Center\Service Manager 2010\Operations Manager

Management Packs"
5. Type the following command, and then press ENTER.

.\installOMMPs.ps1
This command starts the Windows PowerShell script that installs the management
packs. Wait for the management packs to be imported.
6. Change the execution policy back to the value that you noted in step 3. For example,
18
type the following command to set the execution policy to Restricted, and then press
ENTER.
Set-ExecutionPolicy Restricted
7. To exit Windows PowerShell, type the following command, and then press ENTER.
Exit
How to Create an Operations Manager 2007 Connector

In System Center Service Manager 2010, there are two types of connectors for System Center
Operations Manager 2007. You use the first type of connector, the alert connector, to
automatically generate incidents that are based on Operations Manager alerts. You use the
second type of connector, the configuration item (CI) connector, to import discovered objects from
Operations Manager as configuration items into the Service Manager database. You can use the
following procedures to create both connectors.
Note
For the System Center Operations Manager 2007 configuration item (CI) connector to
function correctly, you have to import a set of management packs into System Center
Service Manager 2010. For more information, see How to Import Management Packs for
Operations Manager 2007 Configuration Item Connectors .
Alerts that are generated by Operations Manager 2007 and that are sent to Service Manager do
not contain user information. Therefore, when you open the incident in Service Manager, the
Affected User box will be empty. You will not be able to save the incident form until you select an
affected user. We recommend that you create a special user in Service Manager specifically for
this purpose. For more information about how to create a special user, see How to Manually
Create Configuration Items. This user is the user that you will assign to the Affected User field
for all incidents created by Operations Manager.
You have the option of defining Service Manager templates that run when alerts of certain types
are received. If you decide to add an alert routing rule, you can configure Service Manager to use
a particular template based on alert criteria such as priority or severity as described in the
following procedure.
There are two phases for creating the Alert connector. The first part involves creating the Alert
connector on the Service Manager management server. The second part requires that you start
the Operations Manager console and set up a subscription for the newly created connector. The
subscription you create must be unique for the Alert connector; no connector created to point to
Operations Manager should have a subscription that overlaps with another Operations Manager
internal connector. Both phases are described in the following procedure.
To create an Operations Manager 2007 alert connector

19
3. In the Tasks pane, under Connectors, click Create Connector, and then click
Operations Manager Alert Connector.
4. Follow these steps to complete the Operations Manager Alert Connector Wizard:
b. On the General page, in the Name box, type a name for the new connector. Make
sure that the Enable check box is selected, and then click Next. Make note of this
name; you will need this name in step 7 of this procedure.
c. On the Server Details page, in the Server name box, type the name of the server
that is hosting the Operations Manager root management server. Under
Credentials, click New.
d. In the Run As Account dialog box, in the Display name box, type a name for this
Run As account. In the Account list, select Windows Account.
e. In the User Name, Password, and Domain fields, type the credentials for the Run
As account, and then click OK. For more information about the permissions that
are required for this Run As account, see Accounts Required During Setup
(http://go.microsoft.com/fwlink/?LinkId=182907) in the System Center Service
Manager Planning Guide.
f. On the Server Details page, click Test Connection. If you receive the following
confirmation message, click OK, and then click Next:
The connection to the server was successful.
g. On the Alert Routing Rules page, click Add.
h. In the Add Alert Routing Rule dialog box, create a name for the rule, select the
template that you want to use to process incidents created by an alert, and then
select the alert criteria you want to use. Click OK, and then click Next.
i. On the Schedule page, select Close alerts in Operations Manager when
incidents are resolved or closed or Resolve incidents automatically when the
alerts in Operations Manager are closed, click Next, and then click Create.
5. Start the Operations Manager console, and connect to the Operations Manager root
management server.
6. Use the appropriate method based on the version of Operations Manager 2007 you
are using:
 In Operations Manager 2007 SP1, in the Administration pane, click Product
Connectors.
 In Operations Manager 2007 R2, in the Administration pane, click Product
Connectors, and then click Internal Connectors.
7. In the Connectors pane, click the name of the alert connector you specified in step 4b.
8. In the Actions pane, click Properties.
9. In the Alert Sync: <name of connector> dialog box, click Add.
10. In the Product Connector Subscription Wizard dialog box, on the General page, in
the Subscription Name box, type the name for this subscription. For example, type
20
All Alerts, and then click Next.
11. On the Approve groups page, click Next.
12. On the Approve targets page, click Next.
13. On the Criteria page, click Create.
14. In the Alert Sync:<name of connector> dialog box, click OK.
To validate the creation of an Operations Manager 2007 alert connector

 Confirm that the connector you created is displayed in the Service Manager console in
the Connectors pane.
 Confirm that incidents are created in Service Manager from alerts in Operations
Manager.
To create an Operations Manager 2007 CI connector

Operations Manager CI Connector.
4. Follow these steps to complete the Operations Manager CI Connector Wizard:
a. On the General page, in the Name box, type a name for the new connector. Make
sure that the Enable check box is selected, and then click Next.
b. On the Server Details page, in the Server name box, type the name of the server
that is hosting the Operations Manager root management server.
c. Use one of the following methods:
 Under Credentials, select the Run As account you created for the alert
connector, and then go to step 4d.
 Under Credentials, click New. In the User name, Password, and Domain
boxes, type the credentials for the Run As account, and then click OK. For
more information about the permissions that are required for this Run As
account, see Accounts Required During Setup (http://go.microsoft.com/fwlink/?
LinkId=129134) in the System Center Service Manager Deployment Guide.
d. On the Server Details page, click Test Connection. If you receive the following
confirmation message, click OK, and then click Next:
e. On the MP Selection page, click Select all, or select the management packs that
define the configuration items you want to import, and then click Next.
f. On the Schedule page, click Next, and then click Create.
To validate the creation of an Operations Manager 2007 CI connector

 Confirm that objects discovered by Operations Manager are listed as configuration
items in Service Manager.
21
To confirm the status of an Operations Manager 2007 connector
start time, the finish time, the status, and the percentage of import completion.
How to Synchronize an Operations Manager 2007 Connector

When you create a System Center Operations Manager alert connector for System Center
Service Manager 2010, it polls Operations Manager every 30 seconds. When you create an
Operations Manager configuration item (CI) connector, it synchronizes data from Operations
Manager every day at the time you specified in the configured schedule. However, you can use
the following procedure to manually synchronize either type of connector.
Note
The Start Time and Finish Time values are not updated when an alert connector is
synchronized. These values are only updated when alert data is transferred between
Operations Manager 2007 and Service Manager.
To manually synchronize an Operations Manager connector

3. In the Connectors pane, select the Operations Manager connector that you want to
synchronize.
4. In the Tasks pane, under the connector name, click Synchronize Now.
5. In the Synchronize Now dialog box, click OK.
To validate Operations Manager connector synchronization

2. In the Configuration Items pane, expand Computers, and then click All Windows
Computers. Verify that any new computers that were discovered in Operations
Manager appear in the All Windows Computers pane.
How to Disable and Enable an Operations Manager 2007 Connector

You can use the following procedure to disable or enable a System Center Operations Manager
connector for System Center Service Manager 2010.
For example, after you configure an Operations Manager connector, if you must perform
maintenance operations on the Service Manager database, you can temporarily disable the
connector and suspend the data import. You can resume the data import by re-enabling the
connector.
22
For more information about how to delete a product connector from Operations Manager 2007,
see Removing an Old Product Connector (http://go.microsoft.com/fwlink/?LinkId=188974) on
Kevin Holman’s Operations Manager blog.
To disable an Operations Manager connector

disable.
5. In the Disable Connector dialog box, click OK.
To enable an Operations Manager connector

enable.
5. In the Enable Connector dialog box, click OK.
To validate the status change of an Operations Manager connector

1. Wait 30 seconds. Then, in the Service Manager console, click Administration, and
then click Connectors.
2. In the Connectors pane, locate the connector for which you have changed the status,
and verify the value in the Enabled column.
How to Edit an Operations Manager Connector

After you install a System Center Operations Manager 2007 alert connector and CI connector,
you can edit the connectors. For example, you can use the following procedure to add more
management packs to the CI connector.
To edit an Operations Manager CI connector

edit.
4. In the Tasks pane, under the connector name, click Properties.
5. In the Edit <connector name> dialog box, in the left pane, click Management Packs.
23
6. In the Management Packs pane, click Refresh.
7. In the Credentials dialog box, enter the credentials to connect to Operations Manager,
and then click OK.
8. In the Management Packs list, select the management packs that define the
configuration items that you want to import, and then click OK.
Importing Data from Configuration Manager 2007

This section provides an overview of how to use a connector to import data from System Center
Configuration Manager into System Center Service Manager 2010. This section describes how to
create, configure, disable, and enable a Configuration Manager connector, and how to customize
the Configuration Manager extended SMS_def.mof file for collecting hardware information.
In This Section
About Importing Data from Configuration Manager 2007
Provides an overview of how to import data from Configuration Manager by using a
connector.
How to Create a Configuration Manager Connector

Describes how to create a Configuration Manager connector and import data from
Configuration Manager.
How to Disable and Enable a Configuration Manager Connector

Describes how to disable and enable a Configuration Manager connector to pause
and resume data import from Configuration Manager.
How to Synchronize a Configuration Manager Connector

Describes how to synchronize the data in Configuration Manager with the Service
Manager database.
How to Configure a Configuration Manager Connector for an Extended

SMS_def.mof File
Describes how to customize the default Configuration Manager 2007 SMS_def.mof
file to extend the hardware information that is collected.
24
About Importing Data from Configuration Manager 2007
You can import data from the Microsoft System Center Configuration Manager 2007 site database
into the System Center Service Manager 2010 database. This automatically creates and
populates configuration items for the hardware and software that you want to manage in Service
Manager. After you import data from Configuration Manager, you can attach the respective
configuration items to relevant incidents, and the information in the configuration items will be
available to analysts working on the incident.
Note
Service Manager can only import data from Microsoft System Center Configuration
Manager 2007 with Service Pack 1 or Microsoft System Center Configuration Manager
2007 R2.
Configuration Manager 2007 provides a distributed infrastructure for discovery and collection of
hardware and software inventory information, software deployment, software updates, and
configuration management. The information that Configuration Manager collects can be imported
and then stored in the Service Manager database by using a Configuration Manager Connector.
Importing data by using a Configuration Manager Connector can add details about a configuration
item that has already been imported by using an Active Directory Connector, or add new
configuration items that do not exist in Active Directory domains. You can configure multiple
Configuration Manager Connectors to import data from different Configuration Manager site
databases.
By using a Configuration Manager Connector, you can import configuration baselines from
Configuration Manager and then use them to automatically generate incidents for non-compliant
configuration items. For more information about this option, see How to Configure Desired
Configuration Management to Generate Incidents.
You can configure the Configuration Manager Connector to update the Service Manager
database on a recurring schedule. You can also temporarily suspend importing data from
Configuration Manager by disabling the connector. For example, you can disable the connector
when maintenance is performed on the Configuration Manager site database because you know
that the maintenance process temporarily creates inaccurate data. When appropriate, you can re-
enable the connector and resume importing data.
For information about Microsoft Operations Framework (MOF) implementation of change and
configuration, see Position of the Change and Configuration SMF Within the MOF IT Service
Lifecycle (http://go.microsoft.com/fwlink/?LinkId=115631).
In System Center Configuration Manager 2007, the hardware inventory can be extended by
collecting an inventory of additional Windows Management Instrumentation (WMI) classes,
additional WMI class attributes, registry keys, and other customizations to accommodate your
organization's requirements. For more information about extending the hardware inventory in
Configuration Manager 2007, see How to Extend Hardware Inventory
(http://go.microsoft.com/fwlink/?LinkID=160640).
If you have extended the hardware inventory in Configuration Manager 2007, you must create a
new Configuration Manager 2007 Connector management pack in Service Manager to collect the
extended hardware inventory. This new management pack can contain only the information
25
required to collect the extended hardware inventory from Configuration Manager 2007, or it can
consist of everything from the original Configuration Manager 2007 Connector management pack
plus the new extended hardware inventory. For information about creating a new connector
management pack, see How to Configure a Configuration Manager Connector for an Extended
SMS_def.mof File.
See Also
How to Configure a Configuration Manager Connector for an Extended SMS_def.mof File

You can use the following procedure to create a connector to import data from Microsoft System
Center Configuration Manager 2007 with Service Pack 1 into System Center Service
Manager 2010.
Important
Before you can create the Configuration Manager connector, you have to verify that
Configuration Manager is installed in your environment, and you have to turn on Windows
User Account Control (UAC). For more information about UAC, see User Account Control
(http://go.microsoft.com/fwlink/?LinkId=177523).
To create a Configuration Manager connector

Configuration Manager Connector. The System Center Configuration Manager
Connector Wizard starts.
4. On the Before You Begin page, click Next.
5. On the General page, do the following:
a. In the Name box, type a name for the new connector. For example, type
Configuration Manager Connector to Seattle.
b. In the Description box, type a description for the new connector. For example,
type A Configuration Manager connector to site Seattle.
c. Make sure that the Enabled check box is selected, and then click Next.
6. On the Select Management Pack page, in the Connector Management Pack list,
select System Center Configuration Manager Connector Configuration, and then
click Next.
7. On the Connect to System Center Configuration Manager Database page, do the
following:
a. In the Database Server Name box, type the server name of the server that is
26
hosting the Configuration Manager site database and the database named
instance, if applicable. For example, at the hypothetical Woodgrove Bank, you
might type woodgrove\instance1 if the Configuration Manager database is on a
named instance of Microsoft SQL Server, or type woodgrove if the database is on
a default instance of SQL Server.
b. In the Database Name box, type the name of the Configuration Manager site
database. For example, type SMS_CM1.
c. In the Credentials area, select a Run As account, or create a new Run As
account. The user account that you specify as the Run As account must be a
member of the smsdbrole_extract and the db_datareader groups for the
Configuration Manager site database.
d. In the Credentials area, click Test Connection.
e. In the Credentials dialog box, in the Password box, type the password for the
account, and then click OK.
f. In the Test Connection dialog box, if you receive the following confirmation
message, click OK:
g. Click Next.
8. On the Collections page, select the appropriate collection, and then click Next.
9. On the Schedule page, in the Synchronize list, set the frequency and time of
synchronization, and then click Next.
10. On the Summary page, confirm the connector settings you made, and then click
Create.
11. On the Confirmation page, make sure that you receive the following confirmation
message:
You have successfully completed the System Center Configuration Manager
Connector.
Then, click Close.
Note
The System Center Configuration Manager Connector Wizard may take
several hours to import data from Configuration Manager.
To validate the creation of a Configuration Manager connector

1. Confirm that the Configuration Manager connector that you created is displayed in the
Connectors pane.
2. In the Service Manager console, click Configuration Items. In the Configuration
Items pane, expand Configuration Items, expand Computers, and then click All
Windows Computers. Verify that the intended computers from Configuration Manager
appear in the All Windows Computers pane.
27
3. In the middle pane, double-click a newly imported computer. Verify that the appropriate
computer details appear in the computer form.
To confirm the status of a Configuration Manager connector

start time, the finish time, the status, and the percentage of completion.

You can use the following procedures to disable or enable a System Center Configuration
Manager connector.
To disable a Configuration Manager connector

3. In the Connectors pane, select the Configuration Manager connector that you want to
disable. For example, click Configuration Manager connector to SEA.
Note
If you disable a connector while it is synchronizing data, the synchronization
process may not stop. However, a disabled connector will not import any new
data from a Configuration Manager database from that point forward.
To enable a Configuration Manager connector

enable. For example, click Configuration Manager connector to SEA.
To validate the status change of a Configuration Manager connector

1. Wait 30 seconds. Then, in the Service Manager console, click Administration, and
then click Connectors.
2. In the Connectors pane, locate the connector for which you have changed status, and
verify the value in the Enabled column.
3. If you enabled the connector, verify that the connector resumes synchronization
according to the schedule. If you disabled the connector, verify that the connector no
longer synchronizes according to the schedule.
28
How to Synchronize a Configuration Manager Connector
To ensure that the System Center Service Manager 2010 database is up to date, the System
Center Configuration Manager 2007 connector synchronizes with Configuration Manager every
day after the initial synchronization. However, you can use the following procedure to manually
synchronize the connector.
To manually synchronize a Configuration Manager connector

synchronize.
4. In the Tasks pane, under the name of the connector, click Synchronize Now.
Note
Depending on the amount of data that is imported, you might have to wait for
the import to be completed.
To validate that a Configuration Manager connector synchronized

2. In the Configuration Items pane, expand Computers, and then click All Windows
Computers. Verify that any new computers in Configuration Manager 2007 appear in
the middle pane.
How to Configure a Configuration Manager Connector for an Extended

SMS_def.mof File
Configuration Manager 2007 hardware inventory collects and then provides system information,
such as available disk space, processor type, and operating system about each computer in the
Configuration Manager 2007 hierarchy. In Configuration Manager 2007, users can customize the
default Configuration Manager 2007 SMS_def.mof file to extend the hardware inventory
information that is collected.
When you create a Configuration Manager connector in Service Manager, you can select the
default System Center Configuration Manager Connector Configuration management pack that
must be used for that connector. By using the default management pack, the connector imports
hardware, software, and desired configuration management information for the computers that
are in the system.
If the Configuration Manager 2007 SMS_def.mof file has been extended to collect additional
hardware inventory data, which you also want to import into Service Manager, you must create a
new custom management pack which defines that additional data. Then you have to create a new
Configuration Manager connector and configure it to use the new custom management pack.
29
Importing Extended Hardware Inventory Data from Configuration Manager
To import extended hardware inventory data from Configuration Manager 2007, you must author
a custom Configuration Manager 2007 connector management pack. There are two approaches
to implementing a custom Configuration Manager connector:
 Create a custom Configuration Manager connector management pack that defines the
extended data that you want to import and then create two connectors. Configure one
connector to use the default System Center Configuration Manager Connector Configuration
management pack, to import the data that is defined by default. Configure the second
connector to use the custom management pack to import the additional extended data.
 Customize the default System Center Configuration Manager Connector Configuration
management pack to include also the additional extended data. Create a single connector
that is configured to use the custom management pack to import all the information that you
must have.
This topic provides the information that you must have to implement the first approach that is
described earlier. It provides the details that you must have so that you can develop a custom
Configuration Manager connector management pack that imports the extended hardware
inventory from Configuration Manager 2007.
The high-level steps to importing extended hardware inventory data are:
1. Create a custom Configuration Manager Connector Configuration management pack with the
definitions for the extended data.
2. Import the custom management pack into Service Manager. After importing the management
pack, Service Manager processes the directives in the management pack to create staging
tables and to run any install SQL scripts as defined in the management pack.
3. Create a Configuration Manager connector and configure it to use the custom management
pack.
4. The Configuration Manager connector imports the data.
Working with a Custom Configurations Manager Connector Management Pack
Consider the following tips when working with a custom Configurations Manager Connector
management pack:
 Semantic errors in the connector configuration templates in the management pack do not
prevent the management pack from being imported and are logged to the event log. In this
case, you must delete the management pack, correct the errors, and re-import the
management pack.
 After creating a Configuration Manager connector, you cannot modify its management pack
selection. Instead, you must delete that connector, and then create a new one with the
desired management pack selection.
 To ensure a successful deletion of a management pack, you must delete any connectors that
are configured to use the management pack that you want to delete, and then delete the
management pack.
When you delete a custom Configurations Manager Connector management pack, Service
Manager tries to delete all related staging tables that were created during the management
30
pack import. Then, Service Manager runs any scripts defined in the Uninstall section of the
management pack.
 Unlike other management packs, the custom Configuration Manager 2007 Connector
management pack cannot be versioned. Importing a later version of the management pack
will succeed; however, the connector configuration in the management pack will be either
ignored, or it might cause validation errors that are logged to the event log.
Creating a Custom Configuration Manager Connector Configuration Management Pack

A custom Configuration Manager Connector Configuration management pack is similar in
structure to the default Configuration Manager Connector management pack. It must contain the
two object templates DataProvider and DataConsumer that specify how the data should be
imported and applied.
DataProvider Section
The DataProvider section provides information, such as which data to import, that you must have
when importing data from Configuration Manager 2007 into the staging tables of
LinkingFramework. The DataProvider section includes the queries that run on the
Configuration Manager 2007 site database, directives for staging table creation, custom SQL
scripts and information relevant for incremental synchronization, such as watermarking and
batching.
DataConsumer Section
The DataConsumer section provides information about reading the data from staging tables and
writing it to the ServiceManager database’s instances space, such as Entities or Relationships.
The DataConsumer section includes queries that run on the staging tables, mapping to the
Service Manager type system, custom SQL scripts, and information relevant for incremental
synchronization, such as watermarking and batching.
Structure of the DataProvider and DataConsumer Object Templates Sections
Basically the DataProvider and the DataConsumer are object templates that are targeted to a
projection type. The following code shows the general structure of the DataProvider and the
DataConsumer sections.
<TypeProjection ID="System.LinkingFramework.DataConnector.Projection"
Accessibility="Public" Type="System.LinkingFramework.DataConnector">
<Component Alias="DataTable"

Path="$Context/Path[Relationship='System.LinkingFramework.ConnectorEmbedsTables'
TypeConstraint='System.LinkingFramework.DataTable']$">
<Component Alias="Field"

Path="$Context/Path[Relationship='System.LinkingFramework.TableEmbedsFields']$" />
</Component>
<Component Alias="DataCollection"

Path="$Context/Path[Relationship='System.LinkingFramework.ConnectorEmbedsCollections'
TypeConstraint='System.LinkingFramework.DataCollection']$" />
</TypeProjection>
31
In this code, DataTable, Field, and DataCollection are defined as follows:
 DataTable - The smallest data unit that is defined for data transfer. It is a declaration of what
data to retrieve from the external data source. It also defines dependencies between different
data tables and when data batching, watermarking, and grooming have finished.
 Field - A single column in a data table.
 DataCollection - A set of data tables to be transferred in one data transfer job or session. It
defines which data tables are included in this data collection.
Properties in the Custom Management Pack

The following table provides the details about each property in the custom Configuration Manager
Connector Configuration management pack. Use these guidelines when you create the custom
management pack.
Property Expected Value Validation after Import
ID For both Yes

DataProvider and
DataConsumer
templates - as
indicated in the
sample.
DataConnector
Properties
DataConnectorName For both Yes
DataProvider and
DataConsumer
templates – identical
to the values in the
sample.
IsProvider In DataProvider Yes
template - True
In DataConsumer
template - False
SolutionName A comment. For Attempt to import a management pack in
example, it can which the solution name is already being used;
indicate the type of causes an error that is logged to the event log.
the imported data.
Entrypoint, Identical to the value
EntryAssembly & in the sample
WinformUIAssembly
InstallSQLScripts SQL scripts that Not validated. Use custom table names to
section must run after the ensure that this does not cause overwriting or
staging tables are changing any tables except the ones that are
set up. They are declared in the management pack.
32
usually used in the
DataConsumer
template to configure
views that display
data from the staging
tables.
Everything that is
enclosed between
the <Script></Script>
tags is expected to
be valid SQL script.
Therefore, for
comments, you must
use the ‘/*’ and the
‘*/’ multi-line
comment delimiters
instead of the
standard XML
comment tags.
UnInstallSQLScripts SQL scripts that Not validated. Use custom table names to
section must run after you ensure that this does not cause overwriting or
delete the changing any tables except the ones that are
Configuration declared in the management pack.
Manager Connector
management pack in
the Service Manager
console.
Everything that is
enclosed between
the <Script></Script>
tags is expected to
be valid SQL script.
Therefore, for
comments, you must
use the ‘/*’ and the
‘*/’ multi-line
comment delimiters
instead of the
standard XML
comment tags.
DisableParallelProcessi True
ng
DataTable Properties
DataName The table, from
which to import data.
It is used in the user
interface, and not
used in queries.
33
StageTableName Name of the staging Attempt to import a management pack, in
table. It must be which the table name is already being used,
unique. causes an error logged to the event log.
WatermarkField Name of the
rowversion column
WatermarkType Possible values are: Other types of watermarking are not
 0- indicates supported.
DateTime type
 1- Indicates the
Timestamp type
 (-1)- indicates no
watermarking in
which case
WatermarkField
becomes
optional
BatchIdField Name of column that
has good selectivity,
used to separate
incremental data into
batches when
importing to staging
tables
BatchIdType Possible values are: Integer column
 0 - Int
 (-1) – No
batching, in
which case
BatchIdField
becomes
optional
BatchIdSize Size of the batch if Integer column
batching is used. A
high number
indicates that much
data is being read or
written at the same
time.
Recommended value
is 500.
UseCache True
GroomType Possible values are:
 1 - The data in
staging tables
can be groomed
after it is
34
transferred to the
Service Manager
database.
 2 - The data in
staging tables is
groomed only
after it is marked
as deleted in the
Configuration
Manager
database and
has also been
deleted in the
Service Manager
database
because of the
Service Manager
connector
synchronization.
QueryString The actual query that Not validated. All queries have an Lfx_Status
Configuration column with value “U” or “D” indicating if the
Manager 2007 uses row represents an Update or a Delete
to retrieve the operation.
requested data. The
query must be of the
form:
SELECT …
FROM …
WHERE …
ORDER BY …
The WHERE clause
can contain the
“$COLLECTIONLIST
” token. During
synchronization, this
token is replaced by
the collections that
are specified in the
System Center
Configuration
Manager Connector
Wizard.
The data exposed by
Configuration
Manager 2007
SCCM_Ext.* views is
supported for import.
This data can be
extended by using
35
standard
sms_def.mof
extensions or by
using noidmifs. Other
tables are not
supported.
Notably subqueries
are not supported,
but joins to other
tables are.
CollectionName A name for a group Attempt to import a management pack, in
of data tables – must which the collection name is already being
be unique. Tables in used, causes an error logged to the event log.
the same collection
cannot depend on
each other.
PrimaryKeyName A section that Attempt to import a management pack, in
declares the unique which key name is already being used, causes
primary key name for an error logged to the event log.
the staging table.
DependOnDataTable Name(s) of Not validated
DataTable that must
be synchronized first
before this one.
Typically this is used
to synchronize the
staging table before
the system reads it in
the Consumer view.
If using multiple
collections,
dependency should
be expressed only
between tables in
different collections.
DataField Properties
Name, Type, AllowNull These are required Not validated
fields for any column
type. Supported
types are int,
nvarchar, datetime
and xml.
PrimaryKeyACs, If part of primary key,
PrimaryKeyPosition indicates position
from left in the
primary key. Lfx adds
two internal use
36
columns (Lfx_Status,
Lfx_SourceId) to the
PK at the end.
Collation DATABASE_DEFAU Not validated
LT
DataCollection
Properties
DataCollectionName Must be identical to Attempt to import a management pack, in
what is referenced which the collection name is already being
by a DataTable used, causes an error logged to the event log.
property.
StagingName In DataProvider Not validated
template –
DefaultCache
In DataConsumer
template – Not
present
DataTables CSV list of tables
referencing this
collection
Settings In DataProvider Escaped XML with following syntax:
template - Not <TypeName>Microsoft.Windows.Computer</TypeName>
present
<MPName>Microsoft.Windows.Library</MPName>
In DataConsumer
<MPVersion>version of MP</MPVersion>
template - Indicates
type mapping <MPToken>token for MP</MPToken>
Sample of Custom Configuration Manager Connector Configuration Management Packs

The following are schema definitions and Configuration Manager Connector management pack
samples that import data from the Configuration Manager 2007 SCCM_Ext.vex_GS_PC_BIOS
view.
Refer to the table earlier in this topic for more information about the properties of these
management packs. Use an XML editor, such as the editor in Microsoft Visual Studio, to modify
these samples to fit your import scenarios.
Importing Data From a Hosted Class
When specifying a class that is hosted, the view in the DataConsumer template should include
columns for the key property of the parent class. In this sample, the class that contains the BIOS
information is hosted under a computer.
In this example, the Configuration Manager Connector Configuration management pack has two
collections in the DataProvider and in the DataConsumer sections, one for importing the
computers data and the second to import the BIOS data.
Class Definition
37
<ManagementPack xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:xsl="http://www.w3.org/1999/XSL/Transform" ContentReadable="true"
SchemaVersion="1.1" OriginalSchemaVersion="1.1">
<Manifest>
<Identity>
<ID>SampleBIOSMP</ID>
<Version>1.0.0.0</Version>
</Identity>
<Name>BIOS Class MP</Name>
<References>
<Reference Alias="System">
<ID>System.Library</ID>
<PublicKeyToken>31bf3856ad364e35</PublicKeyToken>
</Reference>
<Reference Alias="Windows">
<ID>Microsoft.Windows.Library</ID>
</Reference>
</References>
</Manifest>
<TypeDefinitions>
<EntityTypes>
<ClassTypes>
<ClassType ID="HostedCustomClass" Accessibility="Public" Base="System!

System.ConfigItem" Hosted="true" Abstract="false">
<Property ID="SerialNumber" Type="string" Key="true"/>
</ClassType>
</ClassTypes>
<RelationshipTypes>
<RelationshipType ID="Microsoft.Windows.ComputerHostsBIOS" Accessibility="Public"

Base="System!System.Hosting">
<Source ID="Computer" Type="Windows!Microsoft.Windows.Computer" />
38
<Target ID="BIOSClass" Type="HostedCustomClass" />
</RelationshipType>
</RelationshipTypes>
</EntityTypes>
</TypeDefinitions>
</ManagementPack>
Configuration Manager Connector Configuration management pack

<ManagementPack xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:xsl="http://www.w3.org/1999/XSL/Transform" ContentReadable="true"
SchemaVersion="1.1" OriginalSchemaVersion="1.1">
<Manifest>
<Identity>
<ID>CnfgMgrBiosSample</ID>
</Identity>
<Name>CnfgMgrBiosSample</Name>
<References>
<Reference Alias="System">
<ID>System.Library</ID>
</Reference>
<Reference Alias="LFX">
<ID>ServiceManager.LinkingFramework.Library</ID>
</Reference>
</References>
</Manifest>
<Templates>
<ObjectTemplate
ID="DataProvider.Microsoft.EnterpriseManagement.ServiceManager.Connector.Sms" TypeID="LFX!
System.LinkingFramework.DataConnector.Projection">
<Property Path="$Context/Property[Type='LFX!
System.LinkingFramework.DataConnector']/DataConnectorName$">
39
Microsoft_EnterpriseManagement_ServiceManager_Connector_Sms
</Property>
System.LinkingFramework.DataConnector']/IsProvider$">
True
</Property>
System.LinkingFramework.DataConnector']/SolutionName$">SampleBIOS</Property>
System.LinkingFramework.DataConnector']/EntryPoint$">
Microsoft.EnterpriseManagement.ServiceManager.Connector.Sms.SmsConnector
</Property>
System.LinkingFramework.DataConnector']/EntryAssembly$">
Microsoft.EnterpriseManagement.ServiceManager.Connector.Sms,
Version="7.0.5000.0",
Culture=neutral,
PublicKeyToken="31bf3856ad364e35"
</Property>
System.LinkingFramework.DataConnector']/WinFormUIAssembly$">
Microsoft.EnterpriseManagement.ServiceManager.Connector.Sms.SmsConnector,
Microsoft.EnterpriseManagement.ServiceManager.Connector.Sms,
Version="7.0.5000.0", Culture=neutral,
</Property>
System.LinkingFramework.DataConnector']/InstallSQLScripts$"></Property>
System.LinkingFramework.DataConnector']/DisableParallelProcess$">
True
</Property>
<Object Path="$Context/Path[Relationship='LFX!
System.LinkingFramework.ConnectorEmbedsTables' SeedRole='Source' TypeConstraint='LFX!
System.LinkingFramework.DataTable']$">
40
System.LinkingFramework.DataTable']/DataName$">SCCM_Ext.Sample_vex_R_System</Property>
System.LinkingFramework.DataTable']/StageTableName$">Sample_SMS_vex_R_System</Property>
System.LinkingFramework.DataTable']/WatermarkField$">S.[rowversion]</Property>
System.LinkingFramework.DataTable']/WatermarkType$">1</Property>
System.LinkingFramework.DataTable']/BatchIdField$">S.[ResourceID]</Property>
System.LinkingFramework.DataTable']/BatchIdType$">0</Property>
System.LinkingFramework.DataTable']/BatchIdSize$">2000</Property>
System.LinkingFramework.DataTable']/UseCache$">true</Property>
System.LinkingFramework.DataTable']/GroomType$">2</Property>
System.LinkingFramework.DataTable']/QueryString$"><![CDATA[
SELECT S.ResourceID,
S.ChangeAction as Lfx_Status,
S.Netbios_Name0,
S.Resource_Domain_OR_Workgr0
FROM SCCM_Ext.vex_R_System S
INNER JOIN SCCM_Ext.vex_FullCollectionMembership CM
ON S.ResourceID = CM.ResourceID
INNER JOIN SCCM_Ext.vex_Collection C
ON C.CollectionID = CM.CollectionID
WHERE ((S.ChangeAction = 'U' AND S.Client_Type0 != 3 AND

S.Hardware_ID0 IS NOT NULL)
OR S.ChangeAction = 'D')
AND $COLLECTIONLIST
ORDER BY S.rowversion
]]>
</Property>
41
System.LinkingFramework.DataTable']/CollectionName$">BIOSComputers</Property>
System.LinkingFramework.DataTable']/PrimaryKeyName$">[Sample_SMS_PK_v_R_SYSTEM]</Property>
System.LinkingFramework.TableEmbedsFields' SeedRole='Source' TypeConstraint='LFX!
System.LinkingFramework.Field']$">
System.LinkingFramework.Field']/Name$">[ResourceID]</Property>
System.LinkingFramework.Field']/Type$">Int</Property>
System.LinkingFramework.Field']/AllowNull$">false</Property>
System.LinkingFramework.Field']/PrimaryKeyPosition$">0</Property>
System.LinkingFramework.Field']/PrimaryKeyAcs$">true</Property>
</Object>
System.LinkingFramework.Field']/Name$">Netbios_Name0</Property>
System.LinkingFramework.Field']/Type$">NVarChar</Property>
System.LinkingFramework.Field']/Size$">64</Property>
System.LinkingFramework.Field']/Collation$">DATABASE_DEFAULT</Property>
System.LinkingFramework.Field']/AllowNull$">true</Property>
</Object>
System.LinkingFramework.Field']/Name$">Resource_Domain_OR_Workgr0</Property>
42
</Object>
</Object>
System.LinkingFramework.DataTable']/DataName$">SCCM_Ext.Sample_vex_GS_COMPUTER_SYSTEM</Pro
perty>
System.LinkingFramework.DataTable']/StageTableName$">Sample_SMS_vex_GS_COMPUTER_SYSTEM</Pr
operty>
System.LinkingFramework.DataTable']/WatermarkField$">CS.[rowversion]</Property>
System.LinkingFramework.DataTable']/BatchIdField$">CS.[ResourceID]</Property>
SELECT CS.ResourceID,
43
CS.GroupKey,
CS.ChangeAction as Lfx_Status,
CS.Name0,
CS.Domain0
FROM SCCM_Ext.vex_GS_COMPUTER_SYSTEM CS
ON CS.ResourceID = CM.ResourceID
WHERE $COLLECTIONLIST
ORDER BY CS.rowversion
]]>
</Property>
System.LinkingFramework.DataTable']/CollectionName$">BIOSComputers</Property>
System.LinkingFramework.DataTable']/PrimaryKeyName$">[Sample_SMS_PK_v_GS_COMPUTER_SYSTEM]<
/Property>
</Object>
System.LinkingFramework.Field']/Name$">[GroupKey]</Property>
44
</Object>
System.LinkingFramework.Field']/Name$">[Name0]</Property>
</Object>
System.LinkingFramework.Field']/Name$">[Domain0]</Property>
</Object>
45
</Object>
System.LinkingFramework.DataTable']/DataName$">SCCM_Ext.vex_GS_PC_BIOS</Property>
System.LinkingFramework.DataTable']/StageTableName$">Sample_SMS_vex_GS_PC_BIOS</Property>
System.LinkingFramework.DataTable']/WatermarkField$">S.[rowversion]</Property>
System.LinkingFramework.DataTable']/BatchIdField$">S.[ResourceID]</Property>
SELECT S.ChangeAction as Lfx_Status,
S.ResourceID,
S.BatchingKey,
S.GroupKey,
S.SerialNumber0
FROM SCCM_Ext.vex_GS_PC_BIOS S
ON S.ResourceID = CM.ResourceID
WHERE C.ChangeAction = 'U' AND CM.ChangeAction = 'U' AND

$COLLECTIONLIST
46
ORDER BY S.rowversion
]]>
</Property>
System.LinkingFramework.DataTable']/CollectionName$">Sample_SMS_PROVIDER_BIOS_COLLECTION</
Property>
System.LinkingFramework.DataTable']/PrimaryKeyName$">[Sample_SMS_PK_v_GS_BIOS1]</Property>
</Object>
System.LinkingFramework.Field']/Name$">BatchingKey</Property>
</Object>
System.LinkingFramework.Field']/Name$">GroupKey</Property>
47
</Object>
System.LinkingFramework.Field']/Name$">SerialNumber0</Property>
</Object>
</Object>
System.LinkingFramework.ConnectorEmbedsCollections' SeedRole='Source' TypeConstraint='LFX!
System.LinkingFramework.DataCollection']$">
System.LinkingFramework.DataCollection']/DataCollectionName$">BIOSComputers</Property>
System.LinkingFramework.DataCollection']/StagingName$">DefaultCache</Property>
System.LinkingFramework.DataCollection']/DataTables$">SCCM_Ext.Sample_vex_R_System,SCCM_Ex
t.Sample_vex_GS_COMPUTER_SYSTEM</Property>
</Object>
System.LinkingFramework.DataCollection']/DataCollectionName$">Sample_SMS_PROVIDER_BIOS_COL
LECTION</Property>
48
System.LinkingFramework.DataCollection']/StagingName$">DefaultCache</Property>
System.LinkingFramework.DataCollection']/DataTables$">SCCM_Ext.vex_GS_PC_BIOS</Property>
</Object>
</ObjectTemplate>
<ObjectTemplate
ID="DataConsumer.Microsoft.EnterpriseManagement.ServiceManager.Connector.Sms" TypeID="LFX!
System.LinkingFramework.DataConnector.Projection">
System.LinkingFramework.DataConnector']/DataConnectorName$">
MomStore
</Property>
System.LinkingFramework.DataConnector']/IsProvider$">
False
</Property>
System.LinkingFramework.DataConnector']/SolutionName$">SampleBIOS</Property>
System.LinkingFramework.DataConnector']/EntryPoint$">
Microsoft.EnterpriseManagement.ServiceManager.Linking.Consumer.OperationalStore.Operationa
lStoreConsumer
</Property>
System.LinkingFramework.DataConnector']/EntryAssembly$">
Microsoft.EnterpriseManagement.ServiceManager.Linking.Consumer.OperationalStore,
Version="7.0.5000.0",
Culture=neutral,
</Property>
System.LinkingFramework.DataConnector']/InstallSQLScripts$"><![CDATA[
<Script>
49
if not object_id('[LFXSTG].[v_Sample_SMS_BIOSComputer]') is
null
drop view [LFXSTG].[v_Sample_SMS_BIOSComputer];
exec ('
CREATE VIEW [LFXSTG].[v_Sample_SMS_BIOSComputer] AS
SELECT S.Lfx_RowId,
S.Lfx_SourceID,
S.Lfx_Timestamp,
S.Lfx_Status,
CS.Name0 AS ''DisplayName'',
COALESCE(CS.Name0, S.Netbios_Name0)
+ ''.'' + COALESCE(CS.Domain0,
S.Resource_Domain_OR_Workgr0) AS ''PrincipalName''
FROM LFXSTG.Sample_SMS_vex_R_System S
INNER JOIN LFXSTG.Sample_SMS_vex_GS_COMPUTER_SYSTEM CS
ON S.ResourceID = CS.ResourceID AND

S.Lfx_SourceId = CS.Lfx_SourceId
WHERE S.Netbios_Name0 IS NOT NULL
AND S.Resource_Domain_OR_Workgr0 IS NOT NULL
');
</Script>
<Script>
if not object_id('[LFXSTG].[v_Sample_BIOS]') is null
drop view [LFXSTG].[v_Sample_BIOS]
exec ('
CREATE VIEW [LFXSTG].[v_Sample_BIOS] AS
SELECT P.Lfx_RowId AS Lfx_RowId,
P.Lfx_SourceId,
P.Lfx_Timestamp AS Lfx_Timestamp,
P.Lfx_Status as Lfx_Status,
P.SerialNumber0 AS ''SerialNumber'',
COALESCE(CS.Name0, S.Netbios_Name0) + ''.'' +

COALESCE(CS.Domain0, S.Resource_Domain_OR_Workgr0) AS ''PrincipalName''
FROM [LFXSTG].Sample_SMS_vex_GS_PC_BIOS P
50
INNER JOIN [LFXSTG]. Sample_SMS_vex_R_System S
ON P.ResourceID=S.ResourceID AND P.Lfx_SourceId =

S.Lfx_SourceId
INNER JOIN [LFXSTG]. Sample_SMS_vex_GS_COMPUTER_SYSTEM

CS
ON S.ResourceID=CS.ResourceID
AND S.Lfx_SourceId = CS.Lfx_SourceId
')
</Script>
]]>
</Property>
System.LinkingFramework.DataConnector']/UninstallSQLScripts$"><![CDATA[
<Script>
if not object_id('[LFXSTG].[v_Sample_SMS_BIOSComputer]') is
null
drop view [LFXSTG].[v_Sample_SMS_BIOSComputer];
</Script>
<Script>
if not object_id('[LFXSTG].[v_Sample_BIOS]') IS NULL
drop view [LFXSTG].[v_Sample_BIOS];
</Script>
]]>
</Property>
System.LinkingFramework.DataTable']/DataName$">Sample_SMS_Computer</Property>
System.LinkingFramework.DataTable']/WatermarkField$">E.Lfx_Timestamp</Property>
51
System.LinkingFramework.DataTable']/BatchIdField$">E.Lfx_RowId</Property>
System.LinkingFramework.DataTable']/UseCache$">false</Property>
SELECT * FROM [LFXSTG].v_Sample_SMS_BIOSComputer E
]]>
</Property>
System.LinkingFramework.DataTable']/CollectionName$">Sample_SMS_Computers_COLLECTION</Prop
erty>
System.LinkingFramework.DataTable']/DependOnDataTable$">SCCM_Ext.Sample_vex_GS_COMPUTER_SY
STEM,SCCM_Ext.Sample_vex_R_System</Property>
</Object>
System.LinkingFramework.DataTable']/DataName$">Sample_SMS_BIOS_CONSUMER_VIEW</Property>
System.LinkingFramework.DataTable']/WatermarkField$">C.Lfx_Timestamp</Property>
System.LinkingFramework.DataTable']/BatchIdField$">C.Lfx_RowId</Property>
52
System.LinkingFramework.DataTable']/UseCache$">False</Property>
select C.* from [LFXSTG].v_Sample_BIOS C
]]>
</Property>
System.LinkingFramework.DataTable']/CollectionName$">Sample_SMS_BIOS_CONSUMER_COLLECTION</
Property>
System.LinkingFramework.DataTable']/DependOnDataTable$">SCCM_Ext.vex_GS_PC_BIOS,
Sample_SMS_Computer</Property>
</Object>
System.LinkingFramework.DataCollection']/DataCollectionName$">Sample_SMS_Computers_COLLECT
ION</Property>
System.LinkingFramework.DataCollection']/DataTables$">Sample_SMS_Computer</Property>
System.LinkingFramework.DataCollection']/Settings$"><![CDATA[
<TypeName
xmlns="http://schemas.microsoft.com/sdm/servicedesk/linking/2005/09">Microsoft.Windows.Com
puter</TypeName>
<MPName
xmlns="http://schemas.microsoft.com/sdm/servicedesk/linking/2005/09">Microsoft.Windows.Lib
rary</MPName>
<MPVersion
xmlns="http://schemas.microsoft.com/sdm/servicedesk/linking/2005/09">7.0.5229.0</MPVersion
>
<MPToken
xmlns="http://schemas.microsoft.com/sdm/servicedesk/linking/2005/09">31bf3856ad364e35</MPT
oken>
]]>
53
</Property>
</Object>
System.LinkingFramework.DataCollection']/DataCollectionName$">Sample_SMS_BIOS_CONSUMER_COL
LECTION</Property>
System.LinkingFramework.DataCollection']/DataTables$">Sample_SMS_BIOS_CONSUMER_VIEW</Prope
rty>
System.LinkingFramework.DataCollection']/Settings$"><![CDATA[
<TypeName
xmlns="http://schemas.microsoft.com/sdm/servicedesk/linking/2005/09">HostedCustomClass</Ty
peName>
<MPName
xmlns="http://schemas.microsoft.com/sdm/servicedesk/linking/2005/09">SampleBIOSMP</MPName>
<MPVersion
xmlns="http://schemas.microsoft.com/sdm/servicedesk/linking/2005/09">1.0.0.0</MPVersion>
]]>
</Property>
</Object>
</ObjectTemplate>
</Templates>
</ManagementPack>
Using a CSV File to Import Data into Service Manager

This section provides an overview and procedures for importing data and configuration items into
System Center Service Manager 2010 by using comma-separated value (CSV) files.
In This Section
About Importing Data from Comma-Separated Files into Service Manager
Describes the data and format files necessary for importing data from comma-
separated files by using the Import from CSV feature.
54
How to Import Configuration Items from a CSV File
Describes how to import data items contained in a comma-separated value (CSV)
file.
About Importing Data from Comma-Separated Files into Service Manager

Configuration items contained in a comma-separated values .csv file can be imported into the
Service Manager database by using the Import from CSV File feature. This feature lets you to
bulk-import instances of any class type or projection type that is defined in the Service Manager
database. This feature can be used to:
 Create configuration item or work item instances from data stored in a tabular format.
 Bulk-edit existing database instances.
 Populate the Service Manager database by using data exported from an external database.
 Circumvent data entry through forms when many class instances must be created at the
same time.
Note
In this release, importing many complex items, for example 5,000 computer projections,
could take an hour or more. During this time, Service Manager continues to function.
Two files are required to import a set of instances by using the Import from CSV File feature:
1. A data file that consists of a series of comma-delimited object instances. The data file must
end with the .csv file name extension.
2. A format file that specifies the class type or projection type of the instances present in the
data file. Every instance in the data file is assumed to be of this kind. The format file also
specifies (1) the subset of properties, and for projections, specifies components. They are
being imported for the indicated type and (2) the order in which those properties appear as
columns in the associated data file. The format file must have the same file name as the csv
file that it describes, and it must end with the .xml file name extension.
Creating the Data File

For example, you receive a spreadsheet that contains information about computers that you want
to import into the Service Manager database. The following is a sample of the first 10 computers
in the spreadsheet.
Computer Name IP Address Domain Name
WG-Det-1 172.30.14.21 DETROIT

WG-Dal-1 172.30.14.24 DALLAS
55
WG-Dal-2 172.30.14.25 DALLAS
WG-Chi-1 172.30.14.26 CHICAGO
The first step is to convert the data in the table into a .csv file format. In the .csv file, you make the
assumption that the first row is data, and not a header. Therefore, you remove the header line
from the spreadsheet and save the results as newcomputers.csv as in the following example.
WG-Det-1, 172.30.14.21, DETROIT
WG-Det-2, 172.30.14.22, DETROIT
WG-Det-3, 172.30.14.23, DETROIT
WG-Dal-1, 172.30.14.24, DALLAS
WG-Dal-2, 172.30.14.25, DALLAS
WG-Chi-1, 172.30.14.26, CHICAGO
WG-Chi-2, 172.30.14.27, CHICAGO
WG-Chi-3, 172.30.14.28, CHICAGO
WG-Chi-4, 172.30.14.29, CHICAGO
WG-Chi-5, 172.30.14.30, CHICAGO
Creating the Format File

A format file is now created that is suited to import the rows that are contained in the
newcomputers.csv file. The first step in writing the format file is identifying the class type or
projection type that must be used for the instances in the .csv file. For more information about
class type or projection types, see the blog post Using the CSV import feature
(http://go.microsoft.com/fwlink/?LinkId=159957) and download the file CSVImport.docx
For the type of data being imported, you find that the Microsoft.Windows.Computer class is the
best suited for the object type and property set. Start by declaring the class of the object that is
being imported:
<CSVImportFormat>
<Class Type=”Microsoft.Windows.Computer”>
</Class>
</CSVImportFormat>
After scanning the list of available properties of the Microsoft.Windows.Computer class, select the
following properties for each column in the .csv file:
56
Column 1 Principal Name
Column 2 IPAddress
Column 3 DomainDnsName
By using these properties, you construct the following format file. The properties are listed in the
order in which they appear in the .csv file. You must save this file that has the same file name for
the .csv file, but with an .xml file name extension.
<CSVImportFormat>
<Class Type="Microsoft.Windows.Computer">
<Property ID="PrincipalName"/>
<Property ID="IPAddress"/>
<Property ID="DomainDnsName"/>
</Class>
</CSVImportFormat>
Save this file as newcomputers.xml.
See Also

Before you can import data from a comma-separated value (CSV) file, you have to create two
files: a data file and a format file. For more information about how to create these files, see About
Importing Data From Comma-Separated Files into Service Manager
(http://go.microsoft.com/fwlink/?LinkId=181443). You can use the following procedure to import
the Newcomputers.csv file by using the Newcomputers.xml format file.
To import configuration items from a CSV file

3. In the Tasks pane, click Import from CSV file.
4. In the Import Instances from CSV File dialog box, do the following:
a. Next to the XML format file box, click Browse, and then select the format file. For
example, select Newcomputers.xml, and then click Open.
b. Next to the Data file box, click Browse, and then select the data file. For example,
select Newcomputers.csv, and then click Open.
5. In the Import Instances from CSV File dialog box, click Import.
6. In the Import Instances from CSV File dialog box, verify that the number next to
Items saved, Instances created in memory, and Instances committed to database
57
are equal the number of rows in the data file, and then click Close.
To validate the import of configuration items from a CSV file

2. In the Configuration Items pane, expand Configuration Items, expand Computers,
and then click All Windows Computers.
3. In the All Windows Computers pane, verify that the computers in the CSV file are
listed.
Configuration Items in Service Manager

Configuration items are a way to store information in the Service Manager database about
services, computers, software, software updates, users and other undefined imported objects.
You can then select configuration items (CIs) when you submit forms, such as an incident form, a
change request form, or a work item form.
A service is a special kind of configuration item that includes both technical and business data. It
supports troubleshooting and impact analysis by showing critical dependencies, settings, and
areas of responsibility to other configuration items. The key benefit of using services is that you
can easily see when incidents affect configuration items because services are viewed as a map,
or hierarchy, of items. A service also identifies service owners, key customers, and users.
Because a service maps the relationships between configuration items and work items, you
should use services to help you manage work items.
You can use connectors to import a large number of configuration items from Active Directory
Domain Services (AD DS), Microsoft System Center Configuration Manager 2007 SP1, and
Operations Manager 2007, or you can manually create single configuration items. You can also
use the Operations Manager CI connector to import distributed applications in Operations
Manager as a service. For more information about importing configuration items, see About
Importing Data from Configuration Manager 2007 and About Importing Data from Active Directory
Domain Services.
Note
When you open a view to display a large number of items, typically more than five
thousand, the view can take a few minutes to display complete results.
In This Section
About Creating Configuration Items
Describes how to manually create configuration items, how to create a server, and
how to create a view for imported configuration items.
58
Deleting Configuration Items
Describes the 2-step process required to delete configuration items.
Managing Configuration Items

Describes how to add, browse, and delete related configuration items and how to
manually add a user.
Creating Configuration Items

This section provides an overview of configuration items, describes how to manually create
computer configuration items, how to create a service, and how to create a view for imported
configuration items in System Center Service Manager 2010.
In This Section
Provides an overview of how to create configuration items.
How to Manually Create Configuration Items

Describes how to manually create computer configuration items.
How to Create a Service

Describes how to manually create a service from configuration items imported from
connectors.
How to Create a View for Imported Configuration Items

Describes how to create a view to edit and examine configuration items in Service
Manager that do not have associated forms.

Configuration items are a way to store information in the Service Manager database about
services, computers, software, software updates, users, and other undefined imported objects.
You can then select configuration items when you submit forms, such as an incident form, a
change request form, or a work item form.
59
A service is a special kind of configuration item that includes both technical and business data. It
supports troubleshooting and impact analysis by showing critical dependencies, settings, and
areas of responsibility to other configuration items. The key benefit of using services is that you
can easily see when incidents affect configuration items because services are viewed as a map,
or hierarchy, of items. A service also identifies service owners, key customers, and users.
Because a service maps the relationships between configuration items and work items, you
should use services to help you manage work items.
You can use connectors to import a large number of configuration items from Active Directory,
Microsoft System Center Configuration Manager 2007 SP1, and Operations Manager 2007, or
you can manually create single configuration items. You can also use the Operations Manager CI
connector to import distributed applications in Operations Manager as a service. For more
information about importing configuration items, see Using Connectors to Import Data into
Service Manager.
How to Manually Create Configuration Items

You might have to create a configuration item to add computers that do not exist in Active
Directory Domain Services (AD DS) and that are not managed by Microsoft System Center
Configuration Manager 2007 with Service Pack 1 to the System Center Service Manager 2010
database.
Additionally, you might have to manually create a new user configuration item to be used in the
Affected User box in incidents created by Operations Manager.
You can use the following procedures to manually create two computer configuration items.
However, you can also use the same procedures to add software, printers, or software updates in
Service Manager. After you add the two computers, you can identify them as a service.
To manually create a computer configuration item

2. In the Configuration Items pane, expand Configuration Items, and then expand
Computers.
3. Click All Windows Computers. In the Tasks pane, under Computers, click Create
Computer.
4. In the form that appears, create a configuration item for a computer, such as
Exchange01.woodgrove.com. On the General, Software, and Related Items tabs,
enter information about the computer.
5. Click OK to save the new configuration item.
6. Repeat step 3 through step 5 to create a second computer, such as
Exchange02.woodgrove.com.
To manually create a user configuration item

2. In the Configuration Items pane, expand Configuration Items, and then click Users.
60
3. In the Tasks pane, under Users, click Create User.
4. On the General tab in the form, follow these steps:
a. In the First Name box, type a first name. For example, for the user account that
will be used to populate the Affected User box for all incidents created by
Operations Manager, type OMAlert.
b. In the Last Name box, type a last name. For example, for the user account that
will be used to populate the Affected User box for all incidents created by
Operations Manager, type User.
c. Click OK.
5. On the Notification tab, click Add and perform the following for each notification
address that you want to add:
a. In the User Notification dialog box, in the Notification address name box, type a
name you want to use for this notification.
b. In the Notification address description box, type a description you want to use
for this notification.
c. In the Delivery address for this notification channel box, type the address you
would use to deliver a notification. Typically, this would be an e-mail address.
d. Click OK.
To validate the manually created configuration item

 Verify that the computer you added appears in the All Computers pane.
 Verify that the user you added appears in the Users pane.
How to Create a Service

You can use the following procedures to create a service in System Center Service
Manager 2010. When you create a service, you create service configuration items, you define
their business data, and you define relationships to other configuration items.
You may have to create and define business services that are critical to your enterprise from data
in System Center Operations Manager and from configuration items that you manually created.
Before you can create a service, you have to create an Operations Manager configuration item
(CI) connector so that individual configuration items and distributed applications are automatically
imported into System Center Service Manager 2010.
This procedure describes how to import the Active Directory Server Common Library
management pack (and any dependencies) into both Operations Manager 2007 and Service
Manager. After you import the management pack, make sure that you synchronize the Operations
Manager configuration items connector in Service Manager.
Generally, you should construct service maps that are 3-5 levels deep. Components of a service
map should vary from 5-20 at each level. However, the total number of components should not
exceed few hundred. This recommendation depends on the complexity of the service map, but
61
keeping the number of components lower that a few hundred still provides reasonable response
times, as you navigate throughout service map tree view. While the service map tree view
expansion is still in progress, even for larger tree structures, the Service Manager console
remains responsive. Service maps are not currently designed to handle a large number of
components; as a result, Microsoft recommends that you keep your service map tree structures
small.
To view and edit a distributed application that was imported from Operations Manager
2. In the Configuration Items pane, expand Configuration Items, expand Business
Services, and then click All Business Services.
3. In the All Business Services pane, click Active Directory Topology Root.
4. In the Tasks pane, under Active Directory Topology Root, click Edit.
5. In the Service Maps – Active Directory Topology Root dialog box, click the Service
Components tab to view the items defined in the Operations Manager distributed
application. Then, expand the Service Components tree three levels.
6. Select any configuration item, and then click Open to view or edit its properties.
To manually create a service for an IT messaging application

Business Services.
3. Click All Business Services, and then in the Tasks pane, under Business Services,
click Create Service.
4. In the form that appears, click the General tab. In the Display Name box, type the
name of the service to create. For example, type IT Messaging Service.
5. In the Classification list, select E-mail and Communication. In the Owned By
Organization box, type the person or organization that provides the service. For
example, type Exchange Team.
6. In the Priority list, select Medium. In the Status list, select In Service.
7. Next to the Service owner box, click the ellipsis button (…). Select the user who owns
the service.
8. Next to the Service contacts box, click Add to select and add users who are contacts
for the service.
9. Next to the Service customers box, click Add to select and add users who are
business unit customers of the service.
10. Next to the Affected users box, click Add to select and add users or groups who use
the service.
11. Click the Service Components tab to define the items on which the service depends.
12. Click Add Category. In the Choose Class dialog box, select Computers Group, and
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then click OK.
13. Under Service Components, select ComputersGroup, and then click Add Item.
14. In the Select Objects dialog box, under Filter by class, select Computer. Next, select
individual computers to add to the group, and then click OK. For example, add
Exchange01.woodgrove.com and Exchange02.woodgrove.com.
Note
You can select only one object at a time. Do not attempt to add multiple
objects.
15. In the tree, click Service Components, and then click Add Category. In the Choose
Class dialog box, select Other Components Group, and then click OK.
16. In the tree, select OtherCompoentsGroup, and then click Add Item. In the Select
Objects dialog box under Filter by Class List, select Services, and then select
Active Directory Topology Root. Next, click OK.
17. Click the Service Dependents tab to define the items that use the service or that are
external to the service. For example, define other configuration items or services that
use the new service.
18. Click OK to save the new configuration item.
To view dependent services

2. In the Configuration Items pane, expand Configuration Items, expand Business
Services, and then click All Business Services.
3. Select Active Directory Topology Root. In the Tasks pane under Active Directory
Topology Root, click Edit.
4. In the form that appears, click the Service Dependents tab. Services that use the new
service are listed. For example, IT Messaging Service appears in the list.
5. Click OK.
How to Create a View for Imported Configuration Items

You can use the following procedures in System Center Service Manager 2010 to create a view
for imported Microsoft SQL Server database configuration items and then view the items in a
dynamically generated form.
You can view and edit items that were imported from a System Center Operations Manager
configuration item (CI) connector. However, Service Manager does not have system-defined
views or forms for some items. For example, Service Manager does not have a defined view for
SQL Server databases, so you must manually create a view to see these configuration items.
Although Service Manager does not have a predefined form for SQL Server databases or for
many other objects that you might have imported, you can still view any configuration item in a
dynamically generated form (if you created a view for those items).
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Before you use these procedures, make sure that you import the SQL Server management packs
for Operations Manager 2007 and for Service Manager. Although these procedures rely on SQL
Server databases imported from Operations Manager, you can use the same steps to view other
imported configuration items that do not have system-defined views or forms.
To create a view for imported SQL Server database configuration items

2. In the Configuration Items pane, expand Configuration Items, and then click
Computers.
3. In the Tasks pane, under Computers, click Create View.
4. In the Create View dialog box, on the General page, in the Name box, type a name for
the new view. For example, type SQL Server Databases.
5. In the Description box, enter a description of the view you are creating. For example,
type This view displays SQL Server databases from Operations Manager.
6. Expand the Criteria area. Next to Search for objects of specific class, click Browse.
7. In the Choose Class dialog box, in the View list, select All basic classes.
8. In the Search box, type SQL, and then click the search button (blue magnifying glass).
9. In the Class list, select SQL 2008 DB, and then click OK.
10. Click the Display tab. In the Columns to display list, select Database Name and
Database Size (MB) String, and then click OK.
11. Select the SQL Server Databases view to see the list of the imported SQL Server
databases.
To view and edit imported SQL Server database configuration items

1. Select the SQL Server Databases view that you created, and then select any item in
the list. Notice that the Preview pane shows detailed information about the selected
item.
2. Double-click any item in the list to view the item in a dynamically generated form.
3. Optionally, you can edit various fields for the item in the same manner you do for other
configuration items.
4. Optionally, you can perform actions in the Tasks list, in the same manner you do for
other configuration items.
5. If you have made any changes to the item, click OK; otherwise, click Cancel to close
the form.
Deleting Configuration Items

Deleting configuration items is a two-step process, and only members of the Advanced
Operators, Authors, and Administrators user roles can initiate the Delete process. The first step
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does not delete configuration items directly. Instead, this process changes the property values of
a configuration item such that the item will only be displayed in a Deleted Items view. The state
of the configuration item is changed from Active to Pending Delete. A Service Manager
administrator can later log on and permanently delete the configuration item from the Service
Manager database.
In This Section
How to Initiate the Deletion of a Configuration Item
Describes how to delete a configuration item.
How to Complete the Deletion of a Configuration Item

Describes how to permanently delete a configuration item.

You can use the following procedure to initiate the deletion of a configuration item in System
Center Service Manager 2010. Only users who are members of the Advanced Operators,
Authors, or Administrators user role can initiate the deletion of a configuration item. Only users
who are members of the Administrators user role can complete the deletion of a configuration
item.
To initiate the deletion of a configuration item

1. Log on to a computer that hosts the Service Manager console by using a user account
that is a member of the Advanced Operators, Authors, or Administrators user role.
3. In the Configuration Items pane, expand Configuration Items, expand Computers,
and then click All Windows Computers.
4. In the All Windows Computers pane, click the computer to be deleted.
5. In the Tasks pane, under the name of the computer that you selected in the previous
step, click Delete.
6. In the Delete Item dialog box, confirm your selection, and then click Yes.
To validate that the deletion of a configuration item has been initiated

1. In the Service Manager console, click View, and then click Refresh. Or, press F5.
2. Verify that the configuration item you selected is no longer displayed.
Note
At this point, the configuration item has been moved to a Deleted Item view
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that is only available to members of the Administrator user role. An
administrator must permanently delete the configuration item.
See Also

After members of the Advanced Operators, Authors, or Administrators user roles have initiated
the deletion of a configuration item, a System Center Service Manager 2010 administrator can
use the following procedure to either permanently delete the configuration item or to restore the
original properties for this item. You may need to refresh the Service Manager console to update
the list of deleted items.
To complete the deletion of a configuration item

that is a member of the Administrators user role.
3. In the Administration pane, expand Administration, and then click Deleted Items.
4. In the Deleted Items pane, click the configuration items that you want to permanently
delete. You can use the CTRL or SHIFT keys to select multiple configuration items.
5. In the Tasks pane, click Remove Items.
Note
For this release, if you are logged in as an administrator, you will see three
options in the Tasks pane under the name of the computer: Delete, Remove
Items, and Restore Items. In the Deleted Items view, select only Remove
Items or Restore Items.
6. In the System Center Service Manager dialog box, make sure you selected the
correct items, and then click Yes.
To restore a configuration item

that is a member of the Administrators user role.
3. In the Administration pane, expand Administration, and then click Deleted Items.
4. In the Deleted Items pane, click the configuration items that you want to restore to the
Service Manager database. You can use the CTRL or SHIFT keys to select multiple
configuration items.
5. In the Tasks pane, click Restore Items.
Warning
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For this release, if you are logged in as an Administrator, you will see three
options in the Tasks pane under the name of the computer: Delete, Remove
Items, and Restore Items. In the Deleted Items view, select only Remove
Items or Restore Items.
6. In the Delete Item dialog box, make sure that you selected the correct items, and then
click Yes.
See Also
Managing Configuration Items

You might want to associate the work item to apply the Microsoft Exchange Server with SP1
update to the service that represents the computers that are affected by the e-mail incident. To
accomplish this, you can update the service configuration item, and add the respective work item
as a related item.
In This Section
How to Add, View, or Remove Related Configuration Item Information
Describes how to add, browse, or delete related configuration item information.
How to Add, View, or Remove Related Configuration Item Information

You can use the following procedures to add information, such as related work items or files, to
configuration items. The procedure in this topic describes only how to add items, but you can
follow similar steps to view or remove items.
For example, when you are troubleshooting an incident, you might discover that a relationship
exists between two or more objects. A work item to apply an application service pack might be
related to more than one configuration item. You might need to update the configuration items to
reflect that relationship.
Similarly, work items such as incidents, problems, and change requests are often interrelated.
Related work items share some commonality with each other or with a configuration item. When a
work item affects a particular configuration item, they are linked.
To add information to configuration items

Computers.
3. Click All Windows Computers. In the All Windows Computers pane, double-click
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the computer to which you want to add information.
4. In the computer form, click the Related Items tab.
To add related services, people, and configuration items

a. In the Configuration Items: Computers, Services, and People area,
click Add.
b. In the Select Objects dialog box, select a class from the Filter by class
list to narrow the choices available in the Available objects list.
c. In the Available objects list, select the items that you want to add, and
then click Add.
d. Click OK to close the dialog box and to add the selected items.
To add related work items

a. In the Related work items area, click Add.
b. In the Select Objects dialog box, select a class from the Filter by class
list to narrow the choices available in the Available objects list.
c. In the Available objects list, select the work items that you want to add,
and then click Add.
d. Click OK to close the dialog box and to add the selected work items.
To attach files
a. In the Attached files area, click Add.
b. In the Open dialog box, select the file that you want to add, and then click
Open.
c. In this release, do not attempt to open an attached file before you submit
the form.
5. Click OK to save the form.
Configuring Incident Management in Service

Manager
This section provides an overview of how to configure incident management in System Center
Service Manager 2010. This section also contains procedures that cover the three main incident
management configuration scenarios: configuring incident settings, creating an incident template,
and configuring e-mail incident support.
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In This Section
About Configuring Incident Management in Service Manager
Provides an overview of how to configure incident management.
How to Set File Attachment Limits

Describes how to set the number of files and the size of a file that can be attached to
an incident.
How to Set Incident Priority

Describes how to define the incident priority based on impact and urgency.
How to Set Resolution Time

Describes how to define the incident resolution time based on incident priority.
How to Set Operations Manager Web Settings

Describes how to specify the URL that Service Manager uses to connect to the
Operations Manager 2007 Web console.
How to Create Incident Templates

Describes how to create a template that is used when you create incidents.
How to Configure Your Infrastructure for E-Mail Incident Support

Describes how to configure Exchange Server and SMTP to let users submit incidents
by sending an e-mail.
About Configuring Incident Management in Service Manager

Several features in System Center Service Manager 2010 let you streamline the creation of
incidents. You can configure incident settings such as the following in Service Manager:
 Priority calculations that are based on impact and urgency
 Target resolution time
 Prefixes that are used for incident numbers
 Length of time a closed incident remains in the Service Manager database
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You can create an incident template to populate certain fields for a specified incident type, such
as e-mail-related problems. Help desk personnel use templates when creating incidents. The
template pre-populates some of the fields in the incident, such as the name of the support analyst
who handles e-mail-related problems.
You can configure incident management to automatically generate incidents based on desired
configuration management for configuration items that are not in compliance. This works only if
Microsoft System Center Configuration Manager 2007 SP1 with desired configuration
management baselines is installed in your environment.
The procedures in this section describe how to configure incidents. You can define incident
priority based on impact and urgency, specify resolution times based on incident priority, create
an incident template, and create a new incident based on desired configuration management.
Configuring Incident Settings

You can use the procedures in this section to configure settings for incident number prefixes, file
attachment limits, incident priority calculations, resolution times, and System Center Operations
Manager Web settings.
In System Center Service Manager 2010, all incident numbers start with "IR". However, you can
change the prefix that is used for your incident numbers.
The policy at your company might limit the number of files that can be attached to each incident
to no more than five and to limit the maximum file size for each file at 500 kilobytes (KB).
Note
The maximum number of attached files and maximum file size settings that you configure
also apply to the attached files in the Related Items tab for configuration items.
Incident priority calculation is rated on a scale from 1 to 9. A priority of 1 is the highest priority. It is
based on a combination of impact and urgency. Impact and urgency settings are defined as High,
Medium, or Low, and they are configured when the incident is created. The following table shows
how to define the incident priority for each possible combination of impact and urgency.
Priority Calculation Table
The resolution time defines how much time it should take to resolve an incident. Resolution time
is based on priority. Typically, you should set resolution times for higher-priority incidents. The
70
procedures in this section describe how to set the values for file attachments, incident priority,
and resolution time.
You can create a connector to import alerts and configuration items from Operations Manager. By
using the Operations Manager alert connector, Service Manager can create incidents based on
alerts. When you view these incidents in Service Manager, you can click a link to obtain more
information about the alert or about the health state of the configuration item. Service Manager
uses the Operations Manager Web console server to provide this information. Service Manager
uses the URL that you specify in the Operations Manager Web setting to connect to Operations
Manager.
Creating an Incident Template

You can use the procedures in this section to create incident templates in System Center Service
Manager 2010 for problems that are, for example, related to e-mail and printers.
When an analyst at the help desk receives a call, there are many pieces of information that the
analyst must gather to create an incident such as a summary of the problem, the name of the
user to whom the incident will be assigned, the impact, the urgency, and whether this is a Tier 1,
2, or 3 incident. For some systems in the enterprise, this information might already be known.
For example, if a problem occurs with the e-mail system, the incident is classified as high-impact
and high-urgency, handled at a Tier 2 level, and assigned to a specific analyst. You can create an
incident template that, when it is applied to a new incident form, populates many fields in the new
incident. This reduces the required time to create an incident, and ensures accuracy and
consistency.
Incident templates are also used as part of the Incident Change workflow. For example, your
company might have determined that if the urgency of a printer-related problem changes from
Low to High, that incident should automatically be elevated to the Tier 2 level.
Follow the procedures in this section to create two incident templates; one to create e-mail-
related incidents, and another to use with the Incident Change workflow for printer-related
problems.
Configuring Incident Support Through E-mail

Instead of placing a call to the help desk, your end-users can submit incidents by sending an e-
mail to a dedicated e-mail address. Several e-mail addresses can be used, one for hardware, one
for software, and one for printers. For example, when an e-mail is sent to
Helpdesk@Helpdesk.Woodgrove.com, Microsoft Exchange Server copies the message to a "drop
folder" on the computer that is hosting an SMTP Server service. Service Manager monitors this
share and processes the message into an incident. Service Manager parses the From address
and attempts to match the user in the Service Manager database. If Service Manager cannot find
the user in the Service Manager database, the message is moved into a "bad folder", and no
incident is created. An administrator monitors the "bad folder".
The infrastructure that is required to handle incidents generated by e-mail includes an existing
server running Exchange Server or SMTP Server and new server that runs the SMTP service for
Service Manager. For this new server, use Internet Information Services (IIS) 6.0 SMTP services
71
(which is included with Windows Server 2008) on either the computer that is hosting the Service
Manager management server or on a separate remote server.
Delegate one of the existing servers that is running Exchange Server or SMTP Server in your
enterprise to route all e-mail messages addressed tothe help desk, and then configure the IIS
SMTP service for use with Service Manager. Providing precise instructions for various versions of
Exchange Server or SMTP Service is beyond the scope of this guide. For more information about
how to set up SMTP domains for incoming and relay e-mail, see Article 260973 in the Microsoft
Knowledge Base (http://go.microsoft.com/fwlink/?LinkId=144911).
How to Set File Attachment Limits

Use the following procedure to limit the number and size of files that can be attached to an
incident. In this example, set the maximum number of files to 5 and the maximum file size to 500
KB.
To set file attachment limits

2. In the Administration pane, expand Administration, and then click Settings.
3. In the Settings pane, click Incident Settings.
4. In the Tasks pane, under Incident Settings, click Properties.
5. In the Incident Settings dialog box, click General.
6. Set Maximum number of attached files to 5.
7. Set Maximum size (KB) to 500, and then click OK.
To validate file attachment limits

 When you create a new incident or edit an existing one, no more than five files can be
attached, and each file can be no larger than 500 KB.
How to Set Incident Priority

Use the following procedure to define a priority calculation table based on impact and urgency
settings defined during the creation of an incident.
To set incident priority

5. In the Incident Settings dialog box, select Priority Calculation.
6. For each of the High, Medium, and Low settings for both impact and urgency, select an
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incident priority value from 1–9, and then click OK.
To validate incident priority

 When you create a new incident or edit an existing one, the resulting priority setting
must match the value that is entered in the table for a specific High, Medium, and Low
setting that is defined for impact and urgency.
How to Set Resolution Time

Use the following procedure to set a resolution time based on incident priority.
To set resolution time

5. In the Incident Settings dialog box, select Resolution Time.
6. For each of the priority settings of 1–9, specify the amount of time for incident
resolution.
7. Click OK.
Note
In this release, you must close and then open the Service Manager console
before resolutions times are applied to an incident.
To validate resolution time

 When you create a new incident or edit an existing one, the resulting resolution times
for an incident matches the values that are defined in the preceding procedures.
How to Set Operations Manager Web Settings

Use the following procedure to set the Web settings of System Center Operations Manager 2007.
To set Operations Manager Web settings

5. In the Incident Settings dialog box, click Operations Manager Web Settings.
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6. In the Web Console URL box, type the URL of the Operations Manager 2007 Web
console server, and then click OK. For example, type http://<servername>:51908
where <servername> is the name of the computer hosting the Web console server.
To validate Operations Manager Web settings

 Make sure that you can access the Web console server by entering
http://<servername>:51908 into your browser, where <servername> is the name of
the computer hosting the Web console server.
How to Create Incident Templates

Use the following procedures to create two incident templates, the first you use to create e-mail-
related incidents and the second you use with the Incident Change workflow for printer-related
problems.
To create an e-mail-related incident template

1. In the Service Manager console, click Library.
2. In the Library pane, expand Library, and then click Templates.
3. In the Tasks pane, in the Templates area, click Create Template.
4. In the Create Template dialog box, follow these steps:
a. In the Name box, type a name for the incident template. For example, type E-mail
Incident.
b. In the Description box, type a description for the incident template. For example,
type Use this template to start all e-mail-related incidents.
c. Click Browse to choose a class.
d. In the Choose Class dialog box, click Incident, and then click OK.
e. In the Management Pack list, select Service Manager Incident Management
Configuration Library, and then click OK.
5. In the incident template form, follow these steps:
a. Leave the Affected user box empty.
b. Leave the Alternate contact information box empty. Alternate contact information
for the affected user is entered when the incident is created.
c. In the Title box, type a title for the template. Or, type a preface, such as E-mail:.
d. In the Classification Category box, select the category that reflects the problem
to report. For example, select E-mail Problems.
e. Leave the Source box empty. The Source box is automatically populated when
the incident is created.
f. In the Impact box, select a value. For example, select High.
In the Urgency box, select a value. For example, select High.
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g. In the Support Group box, select a tier. For example, if you want all e-mail-related
issues to be assigned to the tier 2 support group, select Tier 2.
h. Click OK.
To create a new printer-related incident template

2. In the Library pane, expand Library, and then click Templates.
3. In the Tasks pane, click Create Template.
4. In the Create Template dialog box, follow these steps:
a. In the Name box, type a name for the incident template. For example, type
Escalate Printer Problems to Tier 2.
b. In the Description box, type a description for the incident template. For example,
type Use this template to assign high-urgency printer-related problems to tier
2.
c. Click Browse to choose a class.
d. In the Choose Class dialog box, click Incident, and then click OK.
e. In the Management Pack list, select Service Manager Incident Management
Configuration Library, and then click OK.
5. In the incident template form, follow these steps:
a. In the Support Group box, select a tier. For example, if you want all printer-related
issues to be assigned to the tier 2 support group, select Tier 2.
b. Click OK.
c. Press F5 to refresh the Templates pane.
To validate that the new incident template was created

 Verify that the new incident templates are listed in the Templates pane.
How to Configure Your Infrastructure for E-Mail Incident Support

Use the following procedures to configure your infrastructure to support the creation of incidents
through e-mail.
To configure Exchange 2007 to route e-mails

1. Open the Exchange Management console.
2. Expand Organization Configuration, and then click Hub Transports.
3. In the Hub Transport pane, click Accepted Domain.
4. In the Actions pane, click New Accepted Domains.
5. In the New Accepted Domains dialog box, create a new accepted domain of the type
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Internal Relay. In this example, you might specify the domain as
*.Helpdesk.Woodgrove.com.
6. In the Hub Transport pane, click Send Connectors.
7. In the Actions pane, click New Send Connector.
8. In the New SMTP Send Connector wizard, create a new send connector by using the
following information:
a. Address space = *.Helpdesk.Woodgrove.com
b. Add Smart Host by using the IP address of the computer that will host the SMTP
Server service defined in the following procedure.
c. Set smart host authentication settings to None.
To configure the IIS SMTP Server service for Service Manager

1. On the computer that will host the SMTP Server service, on the taskbar, click Start,
point to Programs, point to Administrative Tools, and then click Internet
Information Services (IIS) 6.0 Manager.
2. Right-click the Local Computer node, click New, and then click SMTP Virtual Server.
3. In the New SMTP Virtual Server Wizard, in the Name field, type the name for the
SMTP server, and then click Next. For example, type Helpdesk.Woodgrove.com.
4. On the Select IP Address page, click the drop-down list and select the IP address of
the computer that is hosting the SMTP Server, and then click Next.
5. On the Select Home Directory page, click Browse, and then click the folder for your
home directory. For example, select C:\inetpub\mailroot. You will create a share for
this folder in the next procedure.
6. On the Default Domain page, type the domain name for this virtual SMTP server, and
then click Finish. The domain name that you enter must match the domain name from
step 3 in the previous procedure. For example, type Helpdesk.Woodgrove.com.
To create a share for the mail root folder

1. On the taskbar, click Start, and then click Explore.
2. In Windows Explorer, browse to the folder that you specified as the home directory in
step 5 from the previous procedure. For example, browse to C:\Inetpub\Mailroot. If
needed, create two sub folders, Badmail and Drop.
3. Right-click the home folder, and then click Share.
4. In the File Sharing dialog box, select the domain user that you specified for the
Service Manager account, click Contributor, click Share, and then click Done.
5. Make sure that the Simple Mail Transfer Protocol (SMTP) service is set to
Automatic and has started.
To configure incoming E-mail settings in Service Manager

1. In the Service Manager console, select Administration.
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3. In the Settings pane, double-click Incident Settings.
4. In the Incident Settings dialog box, click Incoming E-mail.
5. In the SMTP Service drop folder location field, type the path, share, and folder to the
Drop folder. In this example, type \\<computer_name>\mailroot\Drop where
<computer_name> is the name of the computer that is hosting the SMTP Server
service, Mailroot is the share name, and Drop is the subfolder.
6. In the SMTP Service bad folder location field, type the path, share, and folder to the
Badmail folder. In this example, type \\<computer_name>\Mailroot\Badmail where
<computer_name> is the name of the computer that is hosting the SMTP Server
service, Mailroot is the share name, and Badmail is the subfolder.
7. In the Maximum number of e-mails to process at a time field, enter a number for the
e-mails that you want Service Manager to process during an e-mail processing cycle.
8. Select the Turn on incoming e-mails processing check box, and then click OK.
Configuring Workflows in Service Manager

A workflow is a sequence of activities that automate a business process. Workflows can, for
example, update incidents when various changes occur or automatically generate incidents when
computers fall out of compliance from desired configuration management. You create a workflow
that defines when and under what circumstances it will run. For example, a workflow can
automatically change the support tier from a setting of 1 to 2 whenever a low-priority incident
pertaining to printing problems is changed to a higher priority. Workflows activities function by
applying templates. For this example, an incident template to change the support tier to a setting
of 2 must have been previously created.
You can create multiple workflows for each workflow configuration. You can enable or disable the
workflow conditions. If a particular rule is disabled, the remaining rules still cause the workflow to
run. If you want to completely disable a workflow, you must disable all of the rules that call the
workflow.
The success or failure of a workflow is retained by Service Manager and is available for you to
view. Two views are available. All Results consists of a view of all success and failure instances,
and the Errors view displays only those instances when a workflow failed. In the All Results
view, you can, for each instance, view the log and view the related object. Viewing the log lets
you examine the events that occurred when the workflow ran. Viewing the related object presents
the form that this workflow acted upon. The Errors view is limited to the most recent 250
instances. When you are viewing a failed instance, you have the same options in the Success
view to view the log and view related object. In addition, in the Errors view, you have the option
to select Retry or Ignore. Selecting Retry causes the workflow to run again with the same
parameters and removes this instance from the view. Selecting Ignore removes the instance
from the view.
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In This Section
How to Configure Incident Workflows
Describes how to create an incident event workflow rule that changes the support tier
level from 1 to 2 because of a change in incident priority.
How to View Workflow Success or Failure

Describes how to view the success or failure of a workflow.
How to Configure Incident Workflows

You can use the following procedure to create a workflow rule that will change the support tier to
Tier 2 whenever the Urgency property of an incident that is related to printing problems is
changed to High. This procedure assumes that you already created an incident template to
change the support tier to Tier 2, and it assumes that you already created the priority calculation
table. For more information, see How to Set Incident Priority and How to Create Incident
Templates.
To configure an incident workflow

2. In the Administration pane, expand Administration, expand Workflows, and then
click Configuration.
3. In the Configuration pane, double-click Incident Event Workflow Configuration.
4. In the Configure Incident Event Workflows dialog box, click Add.
5. In the Add Incident Event Workflow dialog box, follow these steps:
b. On the Workflow Information page, in the Name box, type a name for the
workflow. For example, type Escalates Printer Problems to Support Tier 2 when
the Urgency property is changed to High.
c. In the Check for events list, select When an incident is updated, make sure that
the Enabled check box is selected, and then click Next.
d. On the Specify Event Criteria page, click the Changed to tab. In the Available
Properties list, select Urgency, and then click Add. In the Criteria box, select
equals. In the list, select High. Then, click Next.
e. On the Select Incident Template page, click Apply the following template, and
then select the template you created earlier that will set the support group to Tier
2. For example, select Escalate Printer Problems to Tier 2, and then click Next.
f. On the Select People to Notify page, optionally select the Enable notification
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check box, select the user to notify, and then click Next.
g. On the Summary page, review your settings, and then click Create.
h. On the Completion page, click Close.
6. In the Configure Incident Event Workflows dialog box, click OK.
To validate an incident workflow

1. In the Service Manager console, click Work Items.
2. In the Work Items pane, expand Work Items, expand Incident Management, and
then click All Incidents.
3. In the All Incidents pane, double-click an incident that is not currently assigned to the
tier 2 support group.
4. In the Incident Form page, set the Urgency property to High, and then click OK.
5. In a few minutes, press F5. Verify that the value in the Support Group box changed to
Tier 2.
How to View Workflow Success or Failure

Use the following procedure to view the success and failure instances of the workflows.
To view workflow success and failures

click Status.
3. In the Status pane, click the workflow that you want to view.
4. In the Status results pane, click Errors, and then perform the following:
a. Click View log to view the list of events that occurred when the workflow ran.
b. Click View related object to view the form that was used when the workflow ran.
c. Click Retry to cause the workflow to run again and remove this instance from the
view.
d. Click Ignore to cause the workflow remove this instance from the view.
5. In the Status results pane, click All results, and then perform the following:
a. Click View log to view the list of events that occurred when the workflow ran.
b. Click View related object to view the form that was used when the workflow ran.
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Configuring Change and Activity Management in
Service Manager
As part of your initial Service Manager configuration, you have to configure settings and
workflows for change and activity management. Create a change request template that you can
use later when new change requests are submitted.
Configure workflows to automatically close completed change requests and send notifications to
users when activities require approval. Workflows automate processes that you can use to
automatically apply templates and send notifications.
A change request template is useful when you create a change request for a recurring type of
issue because you can set an issue category and define a standard priority, effect, and risk level
for it in the template. You can also create additional templates for other types of recurring change
requests. Another benefit of creating a change request template is that users spend less time
when they submit new change requests.
In this scenario, for example, you want all change requests that modify the IT messaging
infrastructure to be categorized by functional area.
In This Section
How to Create Change Request Templates
Describes how to construct a change request template to create change requests.
How to Create a Manual Activity Template

Describes how to create a manual activity template.
How to Configure General Change Settings

Describes how to configure settings that are used to specify a change request prefix
and to define change request attachment limits.
How to Configure General Activity Settings

Configure settings that are used to specify prefixes for activities.
How to Configure Change Management Workflows

Describes how to configure change request conditions that can apply a change
request template and send notifications.
How to Configure Activity Management Workflows

Describes how to configure activity management conditions that can apply an activity
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template and send notifications.
How to Create Change Request Templates

You can use the following procedures to create two change request templates in System Center
Service Manager 2010. The first template is used to create change requests to modify Microsoft
Exchange Server infrastructure. The second template is used to automatically change the priority
of a standard change request to Low. For more information about how to use the second
template after you create it, see How to Configure Change Management Workflows.
Change request templates store commonly-used settings and apply the information to new
change requests. For example, you can create a change request template that includes a number
of activities. However, activities you want to include in a change request temple must have been
previously created as activity templates.
Note
When you create a change request template, do not create links to configuration items or
work items, and do not enter any user information. If you create a template with these
objects, you cannot remove them, and you will have to re-create the template.
To create a messaging change request template

2. In the Library pane, click Templates.
3. In the Tasks pane, under Templates, click Create Template.
4. In the Create Template dialog box, type a name for the template in the Name box. For
example, type Changes to Messaging Infrastructure Template.
5. In the Description box, type a description for the template.
For example, type Use this change template when you want to modify the
messaging infrastructure.
6. Click Browse to select a class.
7. In the Select a Class dialog box, click Change Request, and then click OK.
8. In the Create Template dialog box, under Management pack, select Service
Manager Change Management Configuration Library, and then click OK.
9. In the Change Request Template form, on the General tab, in the Description box,
type a description for the change.
For example, type Use when modifying the Exchange Server software
infrastructure.
10. In the Area box, select the area that is affected by the change request. For example,
expand Hardware, and then select Server.
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11. In the Priority box, select a value. For example, select High.
12. In the Impact box, select a value. For example, select Standard.
13. In the Risk box, select a value. For example, select Medium.
14. Click the Activities tab, and then click Add.
15. In the Templates list, select Default Review Activity, and then click OK to open the
review activity form.
16. In the Title box, type a name for the review activity. For example, type Messaging
Infrastructure Request Approval. Then, click Add to add the user or group that will
normally approve the change request.
17. In each open form or dialog box, click OK.
To create a priority-modifying template

3. In the Tasks pane, click Create Template under Templates.
4. In the Create Template dialog box, type a name for the template in the Name box. For
example, type Set Standard Change Requests to Low Priority.
For example, type Use this change template to automatically set the priority for
standard change requests to Low.
6. Click Browse to add a class.
7. In the Choose Class dialog box, click Change Request, and then click OK.
Manager Change Management Configuration Library, and then click OK.
9. In the Change Request Template form, on the General tab, in the Priority list, select
Low
10. Click OK.
To validate template creation

 Verify that the new templates were created. For example, verify that Changes to
Messaging Infrastructure Template and Set Standard Change Requests to Low
Priority appear in the Templates view. You might have to press F5 to make the new
change templates appear.
How to Create a Manual Activity Template

You can use the following procedure to create a manual activity template in System Center
Service Manager 2010. Manual activity templates help ensure that all manual activities are
assigned to the person who is the activity implementer. After you create the manual activity
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template, you need to create a workflow that applies the template. For more information about
how to create a workflow, see How to Configure Incident Workflows.
In the following procedure, you will create a manual activity template named "Set <named user>
as the Activity Implementer". This manual activity template is used in the How to Configure
Activity Management Workflows procedure.
To create a manual activity template

3. In the Tasks pane, in the Templates area, click Create Template.
4. In the Create Template dialog box, in the Name box, type a name for the template.
For example, type Set <named users> as the Activity Implementer.
6. Click Browse to choose a class.
7. In the Choose Class dialog box, click Manual Activity, and then click OK.
Manager Activity Management Configuration Library, and then click OK.
9. In the Manual Activity Template form, on the General tab, click the ellipsis button (…)
next to Activity Implementer, select a user, and then click OK.
To validate that the template was created

 In the Templates view, verify that the new template was created. You might have to
press F5 to make the new manual activity template appear.
How to Configure General Change Settings

Use the following procedure in System Center Service Manager 2010 to configure settings to
specify change request prefixes and to define change request file attachment limits.
Note
Revising the change request prefix does not affect existing change requests.
To configure general change settings

3. In the Settings pane, click Change Request Settings.
4. In the Tasks pane, in the Change Request Settings area, click Properties.
5. In the Change Request Settings dialog box, you can make the following changes:
a. If you want to change the prefix code, change the default value in the Change
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Request ID prefix box.
b. If you want to change the maximum number of files that you can attach to a
change request, change the default value in the Maximum number of attached
files box. For example, type 2.
c. If you want to change the maximum size of files that you attach to a change
request, change the default value in the Maximum size (KB) box. For example,
type 300.
6. Click OK to close the Change Management Settings dialog box.
To validate change settings

 To validate changes to the prefix code, create a new a change request and verify that
the change request IDs have the prefix that you specified.
 To validate changes to the attachment settings, open a change request and attempt to
add a file attachment that violates the settings that you specified.
How to Configure General Activity Settings

You can use the following procedure in System Center Service Manager 2010 to configure
settings to specify activity prefixes when you view activity records. You can define these activity
settings in the administrative area of the Service Manager console.
Note
Revising the activity request prefix does not affect existing activity records.
To configure general activity settings

3. In the Settings pane, click Activity Settings.
4. In the Tasks pane, in the Activity Settings area, click Properties.
5. In the Activity Settings dialog box, you can make the following changes:
 If you want to change the activity prefix code, change the default value in the
Activity prefix box. For example, change the value to AA.
 If you want to change the manual activity prefix code, change the default value in
the Manual activity prefix box. For example, change the value to AM.
 If you want to change the review activity prefix code, change the default value in
the Review activity prefix box. For example, change the value to AR.
6. Click OK to close the Activity Settings dialog box.
To validate activity setting changes
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 To validate changes to any prefix code, create a new change request and verify on the
Activities tab that activities have the new prefix that you specified.
How to Configure Change Management Workflows

You can use the following procedure in System Center Service Manager 2010 to set the priority of
all standard change requests. For example, you can set the priority of all standard change
requests to low. In this procedure, you create a new workflow to automate the process.
Before you can follow the steps in this procedure, you have to create the following templates:
 Set Standard Change Requests to Low Priority: For more information, see the "To create
a priority-modifying template" procedure in the How to Create Change Request Templates
topic.
 New Standard Change Request Received Template: For more information, see the "To
create a notification template for change requests" procedure in the How to Create
Notification Templates topic.
To create a workflow to set all standard change requests to low

3. In the Configuration pane, click Change Request Event Workflow Configuration.
4. In the Tasks pane, in the Change Request Event Workflow Configuration area,
click Configure Workflow Rules.
5. In the Configure Workflows dialog box, click Add.
6. On the Before You Begin page of the Configure Workflows for Objects of Class
Change Request wizard, click Next.
7. On the Workflow Information page, in the Name box, type a name for the workflow.
For example, type Set Standard Change Request to Low Priority workflow.
8. Optionally, in the Description box, you can type a description of the new workflow. For
example, you can type This workflow automatically sets the priority of a standard
change request to low.
9. In the list, select When a new object of class Change Request is created.
10. Make sure that the Enabled check box is selected, and then click Next.
11. On the Specify Criteria page, on the Changed To tab, in the Related classes list,
select Change Request.
12. In the Available properties list, select Category, and then click Add. In the Criteria
area, next to the equals box, select Standard, and then click Next.
13. On the Apply Template page, select the Apply the selected template check box.
14. In the Templates list, select Set Standard Change Requests to Low Priority, and
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then click Next.
15. On the Select People to Notify page, select the Send notifications for this
workflow rule check box.
16. Under User, select Created By User, and under Template, select New Standard
Change Request Received Template, and then click Add.
17. Click Next.
18. On the Summary page, click Create.
19. On the Completion page, click Close.
20. In the Configure Workflows dialog box, click OK.
To validate workflow creation

1. In the Configuration pane, select the Change Request Event Workflow
Configuration template.
2. In the Tasks pane, click Configure Workflow Rules.
3. In the Configure Workflows dialog box, the Set Standard Change Request to Low
Priority workflow workflow should appear.
4. Optionally, you can create a new change request by using the Standard Change
Request template to verify that the priority of new requests is set to Low.
5. Notification e-mail is sent to the user who created the change request.
How to Configure Activity Management Workflows

You can use the following procedure in System Center Service Manager 2010 to automatically
assign all unassigned manual activities to a named user.
Before you can follow the steps in this procedure, you have to create the following templates:
 Set <named user> as the Activity Implementer: For more information, see How to Create
a Manual Activity Template.
 New Activity Assigned Received Template: For more information, see How to Create
Notification Templates.
The new workflow you are about to create applies the Set <named user> as the Activity
Implementer template, which assigns the named user all the activities that do not have a
designated activity implementer. The New Activity Assigned Received Template sends
notification to a user if the e-mail notification channel is configured.
To create an activity management workflow

3. In the Configuration pane, click Activity Event Workflow Configuration.
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4. In the Tasks pane, in the Activity Event Workflow Configuration area, click
Configure Workflow Rules.
5. In the Select a Class dialog box, in the Name list, select Manual Activity, and then
click OK.
6. In the Configure Workflows dialog box, click Add.
7. On the Before You Begin page of the Configure Workflows for Objects of Class
Manual Activity wizard, click Next.
8. On the Workflow Information page, in the Name box, type a name for the workflow.
For example, type Assign Unassigned Activities to <named user>.
9. Optionally, in the Description box, you can type a description of the new workflow. For
example, you can type This workflow automatically assigns unassigned manual
activities to the <named user>.
10. In the Check for events list, select When a new object of class Manual Activity is
created.
11. Make sure that the Enabled check box is selected, and then click Next.
12. On the Specify Criteria page, on the Changed To tab, in the Related classes list,
select Manual Activity.
13. In the Available properties list, select the Stage check box, and then click Add.
14. In the Criteria area, next to the [Activity] stage box, select equals, select Approve
for the value, and then click Next.
15. On the Apply Template page, make sure that Apply the selected template check
box is selected.
16. In the Templates list, select Set <named users> as the Activity Implementer, and
then click Next.
17. On the Select People to Notify page, select the Send notifications for this
workflow rule check box.
18. In the Templates list, select New Activity Assigned Received Template, click Add,
and then click Next.
21. In the Configure Workflows dialog box, click OK to close it.
To validate workflow creation

click Status.
2. In the Status pane, verify that the new workflow template titled Assign Unassigned
Activities to the <named user> is listed.
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Configuring Desired Configuration Management
to Generate Incidents in Service Manager
You can use the following procedure, for example, to inventory all the computers that might
require an upgrade to Microsoft Exchange Server with SP1. To do this, first define the appropriate
configuration baseline in System Center Configuration Manager 2007. For more information
about baselines in Configuration Manager 2007, see How to Configure Configuration Baselines
for Desired Configuration Management (http://go.microsoft.com/fwlink/?LinkId=133540).
In Service Manager, you must create a Configuration Manager connector to import the baseline,
and configure incident management to automatically generate incidents based on desired
configuration management. For information about how to create a Configuration Manager
connector, see the About Importing Data from Configuration Manager 2007.
Desired configuration management in Configuration Manager 2007 lets you monitor software to
ensure that it is compliant with defined values. For example, you can monitor software versions,
security settings, and software updates. The configurations that you want to monitor are added as
Configuration Manager 2007 configuration items to configuration baselines so that they can be
evaluated for compliance as a group.
In Service Manager, you can import configuration baselines from Configuration Manager 2007 by
using a Configuration Manager Connector. You can then configure Service Manager to create
incidents for each Service Manager configuration item that reports as noncompliant against the
defined values.
Use the following procedure to configure incident management to automatically generate
incidents based on desired configuration management.
In This Section
How to Configure Desired Configuration Management to Generate Incidents
Describes how to configure incident management to automatically generate incidents
based on desired configuration management.
How to Configure Desired Configuration Management to

Generate Incidents
In System Center Service Manager 2010, you can import configuration baselines from System
Center Configuration Manager 2007 by using a Configuration Manager connector. Then, you can
configure Service Manager to create incidents for each Service Manager configuration item that is
reported as noncompliant against the defined values.
You can use the following procedures to configure incident management to automatically
generate desired configuration management-based incidents.
To configure incident management to automatically generate desired configuration

management-based incidents 88
2. In the Administration pane, expand Workflows, and then click Configuration.
3. In the Configuration pane, double-click Desired Configuration Management (DCM)
Event Workflow Configuration.
4. In the Configure Desired Configuration Management Workflows dialog box, click
Add.
5. In the Add Desired Configuration Management Workflow wizard, follow these steps:
Note
The Next button will be unavailable if a Configuration Manager connector
has not been created.
b. On the Workflow Information page, type a name and a description for the rule.
Make sure that the Enabled check box is selected, and then click Next.
c. On the Select System Center Configuration Manager Configuration Items
page, expand all the configuration baselines that are listed, select the
Configuration Manager 2007 configuration items that you want to include in the
rule, and then click Next.
d. On the Select Incident Template page, click Apply the following template,
select a template for the new incidents that will be created by this rule, and then
click Next.
e. On the Select People to Notify page, select the Enable notification check box.
Select the users who should be notified when an incident is created by this rule.
For each user, specify the notification method and a template, and then click Add.
Then, click Next.
f. On the Summary page, make sure that the settings contain the information you
expect, and then click Create.
g. On the Completion page, make sure that you receive the following confirmation
message, and then click Close:
Desired Configuration Management Workflow Created Successfully
To validate that desired configuration management is configured

1. Import an out-of-compliance Service Manager configuration item that would match one
of the desired configuration management rules. Then, locate the desired configuration
management-based incident in Service Manager.
2. In the Service Manager console, click Work Items
3. In the Work Items pane, expand Incident Management, and then click All Open
DCM Incidents.
4. In the All Open DCM Incidents pane, double-click an incident.
5. In the Incident form, click the Compliance Errors tab.
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6. Verify that the correct configuration baseline and Configuration Manager 2007
configuration items are listed.
Configuring Service Manager Notifications

You may want to be notified when incidents or other changes occur. By using Service Manager,
you can make sure that notifications are generated for almost any kind of change. For example,
you can configure notifications to be sent to a messaging analyst when changes occur to a work
item or configuration item that pertains to e-mail problems.
Before notifications are sent, first configure each notification channel, such as the settings for
Simple Mail Transfer Protocol (SMTP). Notification messages are sent based on a notification
template. Therefore, you will need to create a notification template. You can then use the
Notification Subscription wizard to subscribe a group of users to a notification that will be sent
whenever the changes that you specify occur. Finally, you can verify that a notification is sent by
manually generating the change.
You must complete these steps in the order shown. For example, before you can configure a
notification, the SMTP channel must be enabled.
Note
You must add the Service Manager workflow account to the Service Manager
Administrators user role in order for notifications to function properly. See the topic “How
to Add a Member to a User Role” in the System Center Service Manager Administrator’s
Guide at http://go.microsoft.com/fwlink/?LinkId=178233
In This Section
How to Configure Notification Channels
Describes how to set up a notification channel.
How to Create Notification Templates

Describes how to set up a notification template.
How to Subscribe to Notifications

Describes how to subscribe to a notification for you or for others.
How to Verify a Notification Configuration

Describes how to verify that notification configuration is set up correctly.
90
You can use the following procedure to configure notification channels in System Center Service
Manager 2010. Notification channels are the method by which notification messages are sent to
users. You use the Configure E-Mail Notification Channel dialog box to configure and enable e-
mail notifications that are sent by Service Manager to a Simple Mail Transfer Protocol (SMTP)
server.
Note
In this release of Service Manager, only e-mail notification is supported.
To configure e-mail notifications

2. In the Administration pane, expand Notifications, and then click Channels.
3. In the Channels pane, click E-Mail Notification Channel.
4. In the Tasks pane, under E-Mail Notification Channel, click Configure to open the
Configure E-Mail Notification Channel dialog box.
5. Select the Enable e-mail notifications check box.
6. Click Add. In the Add SMTP Server dialog box, type the fully qualified domain name
of the SMTP server that you want to use. For example, type
Exchange01.Woodgrove.Com.
7. In the Port number box, type or select the SMTP port number that you want to use.
For example, select 25.
8. In the Authentication method box, select either Anonymous or Windows
Integrated. For example, select Anonymous. Then, click OK.
9. In the Return e-mail address box, type the e-mail address of the service account
used during setup. For example, type smadmin@woodgrove.com.
10. In the Retry primary after box, type or select the number of seconds that you want
Service Manager to wait before it tries to resend outgoing e-mail notifications. For
example, select 25.
11. Click OK to close the dialog box.
To validate e-mail notification configuration

1. In the Channels pane, click E-Mail Notification Channel.
2. In the Tasks pane, under E-Mail Notification Channel, click Configure to open the
Configure E-Mail Notification Channel dialog box.
3. Verify that the configuration you entered is correct.
91
You can use the following procedures in System Center Service Manager 2010 to create
notification templates for incidents, change requests, and newly assigned activities. After you
create the notification templates, you can use a notification subscription to send e-mail messages
based on the templates. The notification template determines the type and format of the message
to send.
Two of the following procedures are perquisites for other topics:
 The New Activity Assigned Received Template described in the procedure To create a
notification template for a newly assigned activity is the template you will need for the
procedure How to Configure Activity Management Workflows.
 The New Standard Change Request Received Template described in the procedure To
create a notification template for change requests is the template you will need for the
procedure How to Configure Change Management Workflows.
Note
In this release of Service Manager, notifications are sent only by e-mail.
To create a notification template for incidents

2. In the Administration pane, expand Notifications, and then click Templates.
3. In the Tasks pane, under Templates, click Create E-mail Template.
4. On the General page of the Create E-mail Notification Template wizard, in the
Notification template name box, type a name. For example, type New E-mail
Incident Template. Optionally, in the Description box, you can type a description for
the template that you are creating.
5. Next to the Targeted class box, click Browse.
6. In the Choose Class dialog box, click Incident, and then click OK.
7. Make sure that the Service Manager Incident Management Configuration Library
management pack is selected, and then click Next.
8. On the Template Design page, in the Message subject box, type a subject for the e-
mail template. For example, type New Incident created with ID#. Then, click Insert.
9. In the Select Property dialog box, select ID, and then click Add.
10. In the Message body box, type a description to indicate that a new incident was
opened for an e-mail problem.
11. Use the other default values on this page, and then click Next.
12. On the Summary page, review the settings that you have selected for the template.
Then, click Create.
To create a notification template for change requests
92
Notification template name box, type a name. For example, type New Standard
Change Request Received Template. Optionally, in the Description box, you can
type a description for the template that you are creating.
6. In the Choose Class dialog box, click Change Request, and then click OK.
7. Make sure that the Service Manager Change Management Configuration Library
mail template. For example, type New Standard Change Request with ID#. Then,
click Insert.
9. In the Select Property dialog box, select ID, and then click Add.
10. In the Message body box, type a description to indicate that a new standard change
request was opened.
Then, click Create.
To create a notification template for a newly assigned activity

Notification template name box, type a name. For example, type New Activity
Assigned Received Template. Optionally, in the Description box, you can type a
description for the template that you are creating.
6. In the Select a Class dialog box, click Manual Activity, and then click OK.
7. Make sure that the Service Manager Activity Management Configuration Library
mail template. For example, type New Activity Assigned with ID#. Then, click Insert.
9. In the Select Property dialog box, select Sequence ID, and then click Add.
10. In the Message body box, type a description to indicate that an activity has been
assigned.
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Then, click Create.
To validate template creation

 Verify that the new template you created appears in the list of notification templates.
How to Subscribe to Notifications

After you create a notification template, and after you have enabled at least one notification
channel, you can use the following procedure in System Center Service Manager 2010 to
subscribe to notifications by using the Notification Subscription wizard. Then, notifications will be
sent when an object is created, updated, or deleted.
In this procedure, you set up a subscription so that a messaging analyst is notified when a new
incident that pertains to an e-mail problem is opened.
Note
Some notification criteria values might not change. If you want to receive a notification
when a change occurs, make sure that you choose a value for an object that is likely to
change. For example, the Incident ID and the settings do not change.
To create a notification subscription

2. In the Administration pane, expand Notification, and then click Subscriptions.
3. In the Tasks pane, click Create Subscription.
4. On the Before You Begin page of the Create E-mail Notification Subscription wizard,
click Next.
5. On the General page, in the Notification subscription name box, type a name. For
example, type New Incident for E-mail Problem Notification Subscription.
Optionally, in the Description box, you can type a description for the subscription that
you are creating.
7. In the Choose Class dialog box, choose a class. For example, click Incident. Then,
click OK.
8. In the When to notify box, select When an object of the selected class is created.
9. Make sure that the Service Manager Incident Management Configuration Library
10. On the Additional Criteria page, select Incident. In the Available Properties list,
select Classification Category, and then click Add.
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11. On the Additional Criteria page, click the Criteria tab. In the Criteria area, next to
[Incident] Classification Category, select equals. In the list, select E-mail
Problems, and then click Next.
12. On the Template page, next to the E-mail template box, click Select.
13. In the Select Objects dialog box, in the Templates list, select a notification template.
For example, select New E-mail Incident Template, click OK, and then click Next.
14. On the Recipient page, click Add.
15. In the Select Objects dialog box, search for the appropriate user, and then select the
user. Click Add, click OK, and then click Next. For example, select the user account
for a messaging analyst or messaging administrator.
Note
The notification address must be configured for the user account of the
messaging analyst or messaging administrator.
16. On the Summary page, review the settings that you selected for the notification
subscription, and then click Create.
To validate the notification subscription

 Locate the notification subscription that you created in the list of subscriptions.
See Also
How to Verify a Notification Configuration

You can use the following procedure in System Center Service Manager 2010 to verify that you
have correctly configured notifications. Generate the type of change that activates the notification
subscription that was previously created. By doing this, the subscription generates and then
sends a notification. Receipt of the notification verifies success. For example, create a test
incident that generates an e-mail notification. The notification informs the recipient that an
incident was opened.
To verify a notification configuration

1. In the Service Manager console, click Work Items.
2. In the Work Items pane, expand Work Items, expand Incident Management, and
then click All Open Incidents.
3. In the Tasks pane, under Incident Management, click Create Incident.
4. In the Incident <Number> New form, enter the required information in the Affected
user, Title, Classification Category, Impact, and Urgency boxes.
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5. In the Classification Category list, select E-mail Problems, and then click OK.
6. Verify that an e-mail notification that contains the information you entered in the
template is received. The e-mail title should contain the incident ID number.
Using Groups, Queues, and Lists in Service

Manager
In Service Manager, you can use groups to manage configuration items, queues to manage work
items, and lists to customize forms to classify different objects such as incidents, change
requests, activities or configuration items. Use the overview and the following procedures to help
you manage these items.
In This Section
About Groups, Queues, and Lists
Provides an overview of groups, queues, and lists in Service Manager.
How to Create a Group in Service Manager

Describes how to create a group.
How to Create a Queue

Describes how to create a queue.
How to Edit a Queue

Describes how to edit a queue.
How to Add a List Item

Describes how to add a list item.
About Groups, Queues, and Lists

The Library pane contains items such as groups, queues, and lists. You can use groups to
manage configuration items, and you can use queues to manage work items. You can use lists to
customize forms.
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Using Groups to Manage Configuration Items
In System Center Service Manager 2010, groups contain objects. Typically, these objects are
configuration items. Groups can include collections of objects of the same class or of different
classes. For example, you decide to create the Exchange Servers group. You have several
methods to do this. You can create a static group, a dynamic group, or a combination of static and
dynamic. A static group is defined by specific objects such as “Exchange1” and “Exchange2”. A
dynamic class is defined by inclusion rules. Inclusion rules are based on comparing a formula to
the actual property value of a configuration item. The following table shows inclusion rule
samples.
Class.Property Operator Value
Active Directory.Domain Contains Woodgrove

Windows Server.Display Name Contains Exchange Servers
Operating System.Display Name Starts with Windows Server
For example, you want to restrict access to Exchange servers to only specific users. To do this,
you create a new group that is named Exchange Servers and add all Exchange servers in this
environment. Later, you can configure user roles to limit access to the Exchange Servers group
to only the specific users to whom you want to grant access. You can use the Exchange Servers
group as criteria when configuring views or notification subscriptions. You can also use the
Exchange Servers group as criteria for a report parameter.
Using Queues to Manage Work Items

In Service Manager, queues are used to group similar work items that meet specified criteria such
as all incidents that are classified by analysts as E-mail incidents. All work items in a queue must
be of the same type such as incidents, change requests, activities, or trouble ticket. Queues use
membership rules to determine which work items should be included in the queue. Queues
membership rules are dynamic and are periodically recalculated to ensure that the queue
membership list is current.
You can create a queue to group work items with a specific type or with a specific priority. You can
then configure user roles to limit access to that queue to only specific users.
For incident escalation, you can use queues in various ways to speed the resolution of higher
priority or common incidents. For example, you can configure Incident Management to
automatically escalate specific incidents to a high priority queue
For example, you can use queues as follows:
 In notifications, a queue can be used as criteria in a subscription to specify which work items
to notify about.
 In security, a queue can be used in user role configuration to limit the scope of control that
groups of users have over work items.
Note
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When you delete a queue, the work items contained in the queue are preserved. You can
only delete a queue that is in an unsealed management pack.
Using Lists to Customize Forms

Lists in System Center Service Manager 2010 let you classify different objects such as incidents,
change requests, activities, or configuration items. A list represents a property of an object, and it
includes one or more list items. Each list item represents a possible value for the property.
Lists are used in forms and dialog boxes throughout the Service Manager console. Lists and list
items let users select a value from a predefined list of values. When you use lists, you can
customize the console to reflect the business practices of your organization. Additionally, Service
Manager contains several predefined lists, such as the Incident Classification list.
For example, when creating an incident, you notice that Printer Problems is an option under
Classification Category. At your company, some standard laser printers in your accounting
department might be used as specialized check-writing printers. To better route incidents, you
want printer-related incidents to be categorized as being either for standard laser printers or for
check-writing printers. Because lists are customizable, you can add a list item such as Laser
Printers and Check-Writing Printers to the Classification Category list when you create an
incident. Optionally, you can build lists as a hierarchy, for example laser printers and check-writing
printers could be listed under printers.
To do this, you can add Laser Printer and Check-Writing Printer list items to the Incident
Classification list.
About List Items

In Service Manager, several default list items exist. It is important that you not delete the default
list items. Each default list item is defined by a globally unique identifier (GUID). Some of the
default management packs reference these list items by their GUID. If you delete a list item,
some management packs or workflows might not work.
If the name of a default list item causes an issue in your environment, you can change the display
name of the existing item but leave the GUID intact. For example, you can change the name of
the Printing Problems default list item to Laser Printing Problems if that is better in your
environment.
See Also
How to Edit a Queue

Use the following procedure to create a new group (such as the Exchange Servers group) that
includes the servers in your environment that are running Microsoft Exchange Server.
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Note
We recommend that you create a Configuration Manager 2007 connector before you run
this example. For more information, see Importing Data from Configuration Manager
2007 (http://go.microsoft.com/fwlink/?LinkId=181512).
To create a new group

2. In the Library pane, expand Library, and then click Groups.
3. In the Tasks pane, under Groups, click Create Group. The Create Group wizard
starts.
5. On the General page, do the following:
a. Provide a name for the group, such as Exchange Servers.
b. In the Description text box, type a description for the group. For example, type All
Exchange servers that require an update.
c. Under Management pack, make sure that an unsealed management pack is
selected. For example, select Connector Configuration Management Pack.
Then, click Next.
6. On the Included Members page, click Add.
7. In the Select Objects dialog box, in the Filter by class list, select a class such as
Windows Computer.
8. In the Search by name box, type the search criteria you want to use to locate an
object, and then click the filter (magnifying glass) button.
9. Select one or more items in the Available Objects list, and then click Add. For
example, select all the Exchange servers in your organization.
10. Verify that the objects that you selected in the Available Objects list appear in the
Selected objects list, and then click OK.
11. On the Included Members page, click Next.
12. Optionally, on the Dynamic members page, click the ellipsis (…) button to specify a
type, such as Windows Computer, to build the dynamic members. Choose any
property you want to build your criteria. For example, after you specify the Windows
Computer type, select the Principal Name property, and then click Add. In the related
text box, enter woodgrove so that all the computers whose principal name contains
this text are included, and then click Next.
13. Optionally, on the Subgroups page, click Modify, and then select the specific groups
that you want as subgroups of this group. If any group that you want to select as a
subgroup is from an unsealed management pack, that subgroup must be from the
same management pack as the group that you are creating. Click OK, and then click
Next.
14. Optionally, on the Excluded Members page, click Modify, and then select the specific
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configuration items that you want to exclude from this group. Click OK, and then click
Next.
15. On the Summary page, confirm the group settings that you made, and then click
Create.
16. On the Completion page, make sure that you receive the following confirmation
message, and then click Close.
The new group was created successfully
To validate the creating of a new group

 Make sure that Exchange Servers appears in the Groups pane. If necessary, press
the F5 key to refresh the Service Manager console view.
In the Tasks pane, under the name of the group, click View Group Members to make
sure that the Exchange servers are displayed in the Group Members window.

System Center Service Manager 2010 includes several predefined queues. Additionally, you can
create queues if your organization requires custom queues. For example, you can create an
escalation queue named Exchange Send Problems Queue and then escalate that type of
incident to that queue.
You can use the following procedure to create a queue.
To create a queue
2. In the Library pane, expand Library, and then click Queues.
3. In the Tasks pane, click Create Queue.
4. Follow these steps to complete the Create Queue wizard:
b. On the General page, type a name in the Queue name box. For example, type
Exchange Send Problems Queue.
c. Next to the Work item type box, click the ellipsis button (…). In the Select a Class
dialog box, select a class such as Incident, and then click OK.
d. In the Management pack list, select the unsealed management pack in which you
want to store the new queue definition. For example, select Service Manager
Incident Management Configuration Library. Then, click Next.
e. On the Criteria page, build the criteria that you want to use to filter work items for
the queue, and then click Next. Only work items that meet the specified criteria will
be added to that queue.
For example, select the Classification Category property in the Available
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Properties area, and then click Add. In the list, select E-Mail Problems, and then
click Next.
f. On the Summary page, click Create to create the queue.
g. On the Completion page, click Close.
To validate the creation of a queue

1. In the Service Manager console, verify that the new queue appears in the Queues
pane.
2. In the Tasks pane, click Properties, and then verify that the queue appears as you
defined it.
How to Edit a Queue

In System Center Service Manager 2010, you can use the following procedure to edit a queue.
To edit a queue
2. In the Library pane, expand Library, and then click Queues.
3. In the Queues pane, select the queue that you want to edit, such as Exchange Send
Problems Queue. Then, in the Tasks pane, click Properties.
4. In the Queue Properties dialog box, on the General and Criteria tabs, make the
changes you want. For example, change the description of the queue.
5. Click OK to save the changes.

In System Center Service Manager 2010, you can use this procedure to add a list item to an
existing list. For example, you can use this procedure to add a Laser Printer and Check-Writing
Printer list item to the Incident Classification list.
To add a list items to Service Manager lists

2. In the Library pane, click Lists. The Lists pane displays all the existing lists.
3. Select the list to which you want to add a list item. For example, select the Incident
Classification list. In the Tasks pane, under Incident Classification, click
Properties.
4. In the List Properties dialog box, click Printing Problems, and then click Add Child.
Notice that a new List Value list item is added.
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Note
When you click Add Item or Add Child, a Select management pack dialog
box might appear. If this dialog box appears, select the default management
pack, select another unsealed management pack, or create a new
management pack.
5. Click the new List Value list item. In the Name box, type a name for the new list item.
For example, type Laser Printer. If you want, you can optionally type a description in
the Description box.
6. Repeat steps 4 and 5 and create a new list item with the name Check-Writing Printer,
and then click OK.
To validate the addition of a new list item

1. Select the same list again, click Properties in the Tasks pane, and then verify that the
new list item appears.
2. In the Service Manager console, create a new incident, and then locate the new list
item in the Classification Category list. For example, expand Printer Problems, and
then locate the Laser Printer and Check-Writing Printer list items.
Managing User Roles in Service Manager

This section provides an overview of user roles in System Center Service Manager 2010 and
includes procedures that you can use to work with user roles.
In This Section
About User Roles
Provides an overview of user roles.
How to Add a Member to a User Role

Describes how to add a member to an existing user role.
How to Create a User Role

Describes how to create a user role.
Reference
Appendix A - List of User Role Profiles in Service Manager
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About User Roles
At your company, some employees are responsible for supporting hardware such as portable
computers and servers. Some of the employees are allowed to create and update Configuration
Items (CI) but not delete them, whereas others are allowed to create, update, and delete CIs.
In Service Manager, the security rights that allow users to access or update information are
defined in a user role profile. A user role profile is a named collection of access rights and usually
corresponds to employees’ business responsibilities. Each user role profile controls access to
such artifacts as knowledge articles, work items (incidents, change requests), authoring,
administration, and other credentials. Think of user role profiles as defining what you are allowed
to do.
In the future, managers at your company may decide to separate the group of employees who
maintain CIs in two groups: those who handle CIs for desktop computers and those who handle
CIs for portable computers. They want to retain these two user role profiles, one that can create
and edit, but not delete CIs, and another that can create, edit, and delete CIs. You would define
these user role profiles with different scopes, one for desktops and one for portable computers. If
user role profiles define what you are allowed to do, think of scopes as defining what items that
you are allowed to modify. The combination of a user role profile and a scope is called a user role.
Understanding User Roles in Service Manager

In Service Manager, when you click Administration, expand Security, and then click User
Roles, a User Roles pane displays a list of user roles. Each of these user roles has been
configured with a user role profile and an undefined scope. Since the scope is undefined for these
user roles; they can exercise their user profiles on all management pack, queues, groups, tasks,
views, and form templates. The following table lists the default user roles, their associated user
role profiles, and scope.
User Role User Role Profile Scope
Service Manager Activity Activity Implementers Global

Implementers
Service Manager Administrators Global
Administrators
Service Manager Advanced Advanced Operators Global
Operators
Service Manager Change Change Initiators Global
Initiators
Service Manager End Users End Users Global
Service Manager Read-Only Read-Only Operators Global
Operators
Service Manager Authors Authors Global
Service Manager Problem Problem Analysts Global
Analysts
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Service Manager Workflows Workflows Global
Service Manager Incident Incident Resolvers Global
Resolvers
System Center Change Change Managers Global
Managers
Service Manager Report Users* Report Users Global
Note
The Service Manager Report Users user role is only available after you register with the
Service Manager data warehouse and after the Data Warehouse navigation button is
available. To view the Service Manager Report Users user role, click Data Warehouse,
expand Security, and then click User Roles.
Example
For example, you want to define one security access that allows users to create and edit, but not
delete CIs, and another security access that allows users to create, edit, and delete CIs.
Appendix A, at the end of this guide, lists the user role profiles and their associated artifacts. The
following table shows user role profiles as they relate to configuration items.
User Role Profile Create Configuration Update Configuration Delete Configuration

Items Items Items
Report User No No No
End Users No No No
Read-Only Operators No No No
Activity Implementers No No No
Change Initiators No No No
Incident Resolvers No No No
Problem Analysts No No No
Change Manager No No No
Advanced Operators Yes Yes No
Authors Yes Yes Yes
Workflows Yes Yes No
Administrators Yes Yes Yes
Using the table above, you can see that the Advanced Operators user role profile can create and
update, but not delete CIs. The Authors user role profile can create, update, and delete CIs.
These are the two user role profiles you use to set up asset management at your company. The
members of the asset management team who are allowed to create and update, but not delete
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CIs, are made members of the predefined Service Manager Advanced Operators profile. The
members of the asset management team who are allowed to create, edit, and delete CIs are
made members of the predefined Authors profile.
As a best practice, assume members of the asset management team might change. You create
two groups in Active Directory and make those groups a member of the Advanced Operators and
Authors profiles. Then as members change, users are added and removed from the group in
Active Directory and no changes have to be made in Service Manager.
In the future, if you break the asset management team into two groups, one for desktops and the
other for laptops, create your own user role by using the same user role profiles, but with different
scopes.
Why Some User Roles Cannot Be Created

When creating a user role, notice that four user roles are not listed: Administrator, End Users,
Report User, and Workflows. These four user roles are created and populated during setup and,
generally speaking, these user roles are used by Service Manager. The following sections
describe each of these user roles.
Administrator
The Administrator user role is global in scope; therefore, there is no reason for creating another
user role of this type.
End Users
By default, the End Users user role contains a list of all authenticated users, and similar to the
Administrator user role, there is no reason for creating additional user roles like this.
Report User
The Report User user role has one purpose in Service Manager: To find the computer hosting
Microsoft SQL Server Reporting Services (SSRS) for the user at a Service Manager console.
When a user at a Service Manager console tries to run a report, a query is made to the Service
Manager management server seeking the computer that is hosting the data warehouse
management server. The Service Manager console then queries the data warehouse
management server seeking the name of the computer hosting the SSRS. With that information,
the Service Manager console connects to SSRS. The singular purpose of the Report User user
role is to make these queries. After the Service Manager console connects to the SSRS, the
credentials of the user running the console grant access as defined on the SSRS. Because of the
narrow purpose of this user role, there is no reason for creating another.
Workflows
Workflows might have to read and write to the Service Manager database. During setup, you are
asked to provide credentials for the Workflows user role, and it is this user role that will perform
the required actions on the Service Manager database. Like the Report User user role, the
narrow purpose of this user role means there is no reason for creating other user roles.
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See Also

Use the following procedure to assign users to a user role. In this example, you have to add
members of an asset management team who can create and update, but not delete, configuration
items. Looking at the “Configuration Items” section of Appendix A, you see that the Advanced
Operators user role profile provides what you need. At this time, all members of the asset
management team are responsible for every asset in the company, so that they require unlimited
scope. Use the following procedure to add a user to the Service Manager Advanced Operators
user role.
To assign a user to a user role

2. In the Administration pane, expand Security, and then select User Roles.
3. In the User Roles pane, double-click Advanced Operators.
4. In the Edit User Role dialog box, click Users.
5. On the Users page, click Add.
6. In the Select Users or Groups dialog box, type the name or group that you want to
add to this user role, click Check Names, and then click OK.
7. In the Edit User Role dialog box, click OK.
To validate the assignment of a user to a user role

 Log on to the Service Manager console as one of the users assigned to the user role.
Verify that you cannot access data for which you do not to access rights, as specified
in the user role.

Use the following procedure to create a user role and assign users to that role.
To create a user role

1. In the Service Manager console, select Administration.
2. In the Administration pane, expand Security, and then select User Roles.
3. In the Tasks pane under User Roles, select Create User Role, and then select the
user role profile that you want to use for this user role, such as Author.
4. Complete the User Role Wizard by following these guidelines:
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b. On the General page, enter a name and description for this user role, and then
click Next.
c. On the Management Packs page, start to filter the scope of the data that you want
to assign access to. Select the management packs that contain the data that you
want to assigned access to, such as Incident Management Library. In addition,
select the Service Manager Authoring Management Pack management pack,
and click Next.
d. On the Classes page, select the classes that this user role will have access to,
and click Next.
e. On the following pages, all the queues, groups, tasks, views, and form templates
from the specified management packs are displayed. You can select specific items
on these pages to further limit the set of data that access is assigned to.
Important
The groups and the queues lists are not filtered—all groups and queues
from all management packs are listed. If you select Select all queues on
the Queues page, then on the Groups page, Select all Groups is
automatically selected. In addition, by default, no groups have been
created. You have to create a group if you want to limit scope by group.
f. On the Users page, click Add, and use the Select Users or Groups dialog box to
select users and user groups from Active Directory Domain Services for this user
role, and click Next.
g. On the Summary page, make sure that the settings are correct, and click Create.
h. On the Completion page, make sure that The user role was created
successfully appears, and click Close.
To validate the creation of a user role

1. In the Service Manager console, verify that the newly created user role appears in the
middle pane.
2. Log on to the Service Manager console as one of the users assigned to the user role.
Verify that you cannot access data for which you do not have access rights, as
specified in the user role.
Managing Knowledge Articles in Service Manager

Knowledge articles can help service desk analysts and end users understand and solve
problems. Because any employee can search for and view knowledge articles, create knowledge
articles so that end users can help themselves resolve IT problems before new work items are
opened. Service desk analysts also have to link work items to knowledge articles.
Use the procedures in this section to create and search for knowledge articles.
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In This Section
How to Create a Knowledge Article
Describes how to create a knowledge article.
How to Search for a Knowledge Article

Describes how to search for a knowledge article.
How to Create a Knowledge Article

You can use the following procedure to create a knowledge article in System Center Service
Manager 2010. This procedure describes how to create a new knowledge article to help users
obtain the latest service pack for Windows Vista. However, you can follow these steps to create
any type of knowledge article.
Note
To view external content in knowledge articles, the computer on which the Service
Manager console is installed must be connected to the Internet, either directly or through
a proxy server.
To create a knowledge article

2. In the Library pane, expand Knowledge, and then click All Knowledge Articles.
3. In the Tasks pane, under Knowledge, click Create Knowledge Article.
4. In the form that appears, on the General tab, in the Knowledge article information
area, follow these steps:
a. In the Title box, type a title for the knowledge article. For example, type How to
obtain Windows Vista Service Pack 2.
b. In the description box, type a description for the article. For example, type You can
use this article to help understand this problem and to correct the problem
yourself.
5. In the Knowledge form, expand the Classification area, and then follow these steps:
a. In the Keywords box, type classification keywords that you can later search,
separated by semi-colons. For example, type Windows Vista; Service; Pack; 2.
b. In the Knowledge Article Owner box, browse for and then select an owner for the
knowledge article. For example, select Phil Gibbons.
c. In the Category list, select an applicable category. For example, select Software.
6. Expand the External Content area. In the URL box, type the Web address if the
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information source of the article is known. For example, type
http://support.microsoft.com/kb/935791.
7. Expand Internal Content. In the box, type or paste information about how the user can
apply information from the External Content box to fix a problem that is specific to
your organization. For example, type Visit the URL to read about how to download
the latest service pack for Windows Vista.
8. Click OK to save the new knowledge article.
To validate the knowledge article was created

 Verify that the new knowledge article appears in the All Knowledge Articles pane.
How to Search for a Knowledge Article

You can use the following procedures to search for a knowledge article by using the Service
Manager console in System Center Service Manager 2010. If you want to link a knowledge article
to an incident or to a change request, save the incident or change request first. You can perform
full-text searches when you search for knowledge articles. When you search, Service Manager
queries the following fields in the knowledge search form:
 Title
 Description
 Comments
 Keywords
 External URL
 Internal Content
 Analyst Content
When the search is complete, Service Manager displays matches for content in the Title, End-
User content, and Analyst Content fields. If you want to view the whole article, click Open
article to see external content. If you type 0x123 error in the search box, that exact string must
exist in one of the knowledge article fields.
Note
Partial matches are not returned by a search, so when you search for a knowledge article
based on a keyword, you must type the exact word. However, you can use the asterisk
(*) as a wildcard character when you perform a search.
To search for a knowledge article using the Service Manager console

1. In the Service Manager console, in the search box, type a keyword or term. For
example, type 0x123 error.
2. Click the arrow to the right of the search box to view a list of the objects for which you
want to search, and then click Knowledge.
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The Knowledge Search form displays the knowledge articles that match the search term.
To search for a knowledge article when an incident or change request form is open
1. With an incident or change request form open, in the Tasks pane, click Search for
Knowledge Articles.
2. In the Knowledge Search form, type a search term in the Search for box, and then
click Go. For example, type 0x123 error.
To link a knowledge article to an incident or change request

1. In the Service Manager console, in the search box, type the keyword or term for which
you want to search. For example, type 0x123 error.
2. Click the arrow to the right of the search box to view a list of the objects for which you
want to search, and then click Knowledge.
3. The Knowledge Search form displays the knowledge articles that match the search
term.
4. Select the article that you want to link, and then click Link To.
5. In the Select objects dialog box, under Filter by class, select either Incident or
Change Request.
6. Select an incident or change request, and then click OK.
7. Click OK to close the informational message.
8. In the Knowledge Search form, click Close.
Using the Service Manager Cmdlets for Windows

PowerShell
This section provides an introduction to the System Center Service Manager cmdlets for
Windows PowerShell.
In This Section
Getting Started with Service Manager Cmdlets for Windows PowerShell
Describes how to add the Service Manager snap-in to a Windows PowerShell
session and how to get help for the cmdlets.
List of the Service Manager Cmdlets

Provides a list of the cmdlets in the Service Manager snap-in for Windows
PowerShell.
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Getting Started with Service Manager Cmdlets for Windows
PowerShell
Windows PowerShell is a Windows command-line shell that includes an interactive prompt and a
scripting environment. Windows PowerShell uses cmdlets (pronounced "command-lets") to
manipulate the Windows PowerShell objects. Service Manager includes several cmdlets that you
can use to perform various Service Manager-related tasks without using the Service Manager
console. For example, you can use the Import-SCSMManagementPack cmdlet to import a
management pack.
The Service Manager cmdlets set includes cmdlets that operate on the data warehouse
database, and, therefore, you typically run them on the data warehouse management server. The
rest of the Service Manager cmdlets are typically run on the Service Manager management
server
Data returned from Windows PowerShell command might contain more information than can be
displayed in a default Windows PowerShell command window. We recommend increasing the
width to 120. Right-click the title bar, click Properties, and in the Layout tab, set the Screen
Buffer Size width to 120.
Every time you start a Windows PowerShell session to run a Service Manager cmdlet, you must
first add the Service Manager PowerShell snap-in as described below.
To add the Service Manager Windows PowerShell snap-in to a PowerShell session

1. On the computer that you run Windows PowerShell on, for example, the computer that
hosts the Service Manager or data warehouse management server, on the taskbar,
click Start, point to Programs, point to Windows PowerShell 1.0, right-click
Windows PowerShell, and then click Run as administrator.
2. In the Windows PowerShell window, type the following commands:
Set-ExecutionPolicy RemoteSigned
Add-PSSnapIn SMCmdletSnapIn
To verify that the Service Manager Windows PowerShell snap-in has been added
1. On the taskbar, click Start, point to Programs, point to Windows PowerShell 1.0, and
then click Windows PowerShell to open a Windows PowerShell window.
2. Type the following command, and look for Service Manager cmdlets such as Add-
SCDWMgmtGroup and Export-SCSMManagementPack:
Get-Command –pssnapin SMCmdletSnapIn
Tip
Tab completion is a simple method that you can use to verify that a
Windows PowerShell cmdlet has been added. For example, you can type Add-
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SC, and then press TAB, which automatically completes the command.
To get help for a cmdlet

1. On the taskbar, click Start, point to Programs, point to Windows PowerShell 1.0, and
then click Windows PowerShell to open a Windows PowerShell window.
2. Type the following command. Replace <cmdlet-name> with the name of the cmdlet
that you must get help for, for example, Import-SCSMManagementPack:
get-help <cmdlet-name> -detailed
List of the Service Manager Cmdlets

System Center Service Manager 2010 supports the following cmdlets.
Service Manager Cmdlets
Cmdlet Description
Get-SCSMManagementPack Gets the Service Manager management packs

that have been imported into a specific system.
Import-SCSMManagementPack Imports a management pack into Service
Manager.
Export-SCSMManagementPack Exports a management pack as a valid XML-
formatted file that you can later import into
Service Manager.
Get-SCSMConnector Gets the connectors that are currently installed
on the system, displaying for each returned
connector the type, name, and status
information.
Set-SCSMConnector Enables or disables connectors.
Get-SCSMRunAsAccount Gets the Run As accounts available in the
Service Manager environment.
Set-SCSMRunAsAccount Sets the credentials for a Run As account.
Import-SCSMInstance Imports objects and relationships into Service
Manager.
Add-SCDWMgmtGroup Registers a Service Manager management
group and its servers as a source for the data
warehouse.
Disable-SCDWJob Disables a data warehouse job to prevent it
from running.
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Disable-SCDWJobSchedule Disables a data warehouse job schedule,
which causes the job schedule to stop starting
jobs.
Enable-SCDWJob Enables a data warehouse job so that it can
run according to its schedule.
Enable-SCDWJobSchedule Allows data warehouse administrators to
enable job schedules so that jobs run
according to their specified schedule.
Get-SCDWJob Gets the job information and status of all
recurring jobs, including extract, transform, and
load jobs.
Get-SCDWJobModule Gets detailed information for the specified job.
This information includes job modules that are
executed as part of the job.
Get-SCDWJobSchedule Displays scheduling information for data
warehouse jobs.
Get-SCDWMgmtGroup Displays details about the management groups
that are registered with the data warehouse.
Remove-SCDWMgmtGroup Unregisters a Service Manager management
group and its associated servers as a data
warehouse data source.
Resume-SCDWJob Resumes a suspended job.
Set-SCDWJobSchedule Sets the schedule for a data warehouse job.
Start-SCDWJob Starts a data warehouse job.
Suspend-SCDWJob Suspends operation of the specified job after
all of its running job modules are complete.
Any job modules that are queued to begin as
part of the job will not run until the job is
resumed.
Managing the Data Warehouse in Service Manager

This section provides an overview of the key concepts that you have to understand to manage
the data warehouse in System Center Service Manager 2010. This section also contains
procedures that you can use to manage the data warehouse.
In This Section
About Managing the Data Warehouse
Provides an overview of key concepts that you have to understand to manage the
data warehouse.
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How to Disable a Data Warehouse Job Schedule
Describes how to disable data warehouse job schedules.
How to Enable Data Warehouse Job Schedules

Describes how to enable data warehouse job schedules.
How to View the Status of a Data Warehouse Job

Describes how to view the job status in the data warehouse.
How to Suspend and Resume a Data Warehouse Job

Describes how to pause and resume data warehouse jobs.
How to Schedule a Data Warehouse Job

Describes how to schedule data warehouse jobs.
How to View Data Warehouse Job History

Describes how to view the data warehouse job history.
How to Troubleshoot a Data Warehouse Job

Describes how to troubleshoot data warehouse jobs.
About Managing the Data Warehouse

In Service Manager, there are seven data warehouse jobs that run at various times in order to
maintain the data warehouse, as listed in the following table.
Data Warehouse Job Description
MPSyncJob This job synchronizes all the management

packs from the Service Manager source. These
management packs define the content of the
data warehouse. This job starts to run as soon
as you register the Service Manager
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management group and takes several hours to
complete on its initial run. For more
information, see ”Register with Service
Manager Data Warehouse” in the System
Center Service Manager Deployment Guide
(http://go.microsoft.com/fwlink/?
LinkId=129134).
DWMaintenance This job performs data warehouse
maintenance, such as indexing and updating
statistics. This job will automatically run after
the MPSyncJob has finished.
Entity (or Grooming) Grooming functions typically involve activities
on the data warehouse that remove data based
on a configurable time period.
Note
For this release of Service Manager,
grooming functions are handled as a
workflow. Settings for this job are not
configurable.
Extract This job retrieves data from the Service
Manager database. This job queries the
Service Manager database for the delta data
from its last run and writes this new data into
the DWStagingAndConfig database in the data
warehouse. There are two extract jobs in
Service Manager: one for the Service Manager
management group and the other for the data
warehouse management group.
Transform This job takes the raw data from the staging
area and does any cleansing, reformatting, and
aggregation that is required to get it into the
final format for reporting. This transformed data
is written into the DWRepository database.
Load This job queries the data from the
DWRepository database and inserts it into the
DWDatamart database. The DWDatamart is
the database used for all end user reporting
needs.
For more information about the extract, transform, and load (ETL) jobs, see the blog posting
Data Warehouse – Anatomy of Extract, Transform, Load (ETL) (http://go.microsoft.com/fwlink/?
LinkId=164088).
In order to manage the data warehouse, which is primarily used by reporting, you must perform
maintenance tasks on these jobs. For example, you can view their status, pause and resume, set
a schedule, enable and disable schedules, and troubleshoot data warehouse jobs. All of these
maintenance tasks can be performed by using PowerShell commands. In addition, some of these
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tasks can be performed through the Service Manager console. The following procedures provide
instructions for using PowerShell and using the Service Manager console as appropriate.
During deployment, you registered the Service Manager management group as discussed in
“Register Service Manager Management Group” in the System Center Service Manager
Deployment Guide (http://go.microsoft.com/fwlink/?LinkId=129134). As a result of that action,
management pack deployment started and MPSyncJob started. You should not start or resume
any data warehouse jobs until the MPSyncJob has finished, as shown in the Data Warehouse
Jobs pane in the Service Manager console.
In the following procedures, you can manage the data warehouse by using a combination of
Windows PowerShell cmdlets and the Service Manager console to perform tasks with data
warehouse jobs.
Task Reference
Enable and disable data warehouse jobs How to Enable Data Warehouse Job
Schedules
View data warehouse jobs status How to View the Status of a Data Warehouse
Job
Start and stop data warehouse jobs when you How to Suspend and Resume a Data
have to Warehouse Job
Schedule data warehouse jobs on a recurring How to Schedule a Data Warehouse Job
basis
Determine whether data warehouse jobs are How to Troubleshoot a Data Warehouse Job
running as expected
Job Schedule and Frequency

The schedule for a job defines when a job starts. Frequency refers to how often the job runs after
it has started. Regardless of schedule and frequency, a job does not run unless the schedule for
that job has been enabled. Except for the Entity (Grooming) job, each job has a default scheduled
start time, which is midnight. The following table lists the scheduled start time, frequency, and
default schedule setting.
Data warehouse job Scheduled start time Frequency Enabled by default?
MPSyncJob Midnight Every hour Yes

DWMaintenance Midnight Every hour Yes
Entity (or Grooming) None None No
Extract Midnight Every 5 minutes No
Transform Midnight Every 30 minutes No
Load Midnight Every hour No
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In this release of Service Manager, grooming functions are handled as a workflow. Settings for
this job are not configurable.
Windows PowerShell Cmdlets

The Service Manager snap-in for Windows PowerShell contains cmdlets that are used in this
scenario to manage data warehouse functions on the server that hosts the data warehouse. You
must run all Windows PowerShell cmdlets as an administrator. To view the Windows PowerShell
Help, type the get-help command followed by the name of the cmdlet for which you want help.
For example, type get-help Set-SCDWJobSchedule. The following cmdlets are used in this
scenario:
 Get-SCDWJobSchedule—Displays the schedule for a data warehouse job.
 Get-SCDWJob—Gets current data warehouse jobs.
 Get-SCDWMgmtGroup—Shows details for a management group that is registered with the
data warehouse.
 Remove-SCDWMgmtGroup—Removes a management group from the data warehouse.
 Set-SCDWJobSchedule—Sets the schedule for data warehouse jobs.
 Enable-SCDWJobSchedule—Enables a data warehouse job schedule.
 Disable-SCDWJobSchedule—Disables a data warehouse job schedule. Job schedules are
disabled by default.
When you run Windows PowerShell cmdlets for the first time, you must set the execution policy to
RemoteSigned. Then, each time you run a Windows PowerShell cmdlet, you must run the Add-
PSSnapin command to add the Service Manager snap-in. For more information about these
commands, see Getting Started with Service Manager Cmdlets for Windows PowerShell.
Getting Started with Data Warehouse Jobs

When you register with the Service Manager data warehouse (see "Register with Service
Manager Data Warehouse" in the System Center Service Manager Deployment Guide
http://go.microsoft.com/fwlink/?LinkId=129134), the MPSyncJob starts running. This job can take
several hours to complete its initial run. When this job is complete, you can see two extract jobs
listed in the Data Warehouse Jobs pane. One extract job is listed as Extract_<data warehouse
management group name> and the other as Extract_<Service Manager management group
name>. When both of these extract jobs appear, you know that the initial run of the MPSyncJob is
complete and that you can now proceed with the subsequent maintenance tasks.
How to Disable a Data Warehouse Job Schedule

Use the following procedure to disable the schedule for the ETL jobs; however, this procedure
can be used to disable the schedule for any data warehouse job. In this release of Service
Manager, you can disable the schedules only by using Windows PowerShell. Additionally, in this
release, it is not possible to query for the status of a data warehouse job schedule.
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Note
To run the commands in this topic, the execution policy in Windows PowerShell must be
set to RemoteSigned. For more information about how to set the execution policy, see
Getting Started with Service Manager Cmdlets for Windows PowerShell.
To disable a schedule for a data warehouse job by using Windows PowerShell cmdlets
1. On the computer that hosts the data warehouse management server, click Start, point
to Programs, point to Windows PowerShell 1.0, right-click Windows PowerShell,
and then click Run as administrator.
2. At the Windows PowerShell prompt, type the following command, and then press
ENTER:
3. Type the following commands, and then press ENTER after each command:
Disable-SCDWJobSchedule –JobName Extract_<data warehouse management group name>
Disable-SCDWJobSchedule –JobName Extract_<Service Manager management group name>
Disable-SCDWJobSchedule –JobName Transform
Disable-SCDWJobSchedule –JobName Load
4. Type exit, and then press ENTER.
How to Enable Data Warehouse Job Schedules

By default, the schedules for the extract, transform, and load (ETL) jobs are not enabled. Use the
following procedure to enable the schedule for the ETL jobs; however, this procedure can be used
to enable the schedule for any of the data warehouse jobs. In this release of Service Manager,
you can enable the schedules only by using Windows PowerShell. Additionally, in this release, it
is not possible to query for the status of a data warehouse job schedule. If you have to know the
status of a particular job, run the command to enable it.
Note
To run the commands in this topic, the execution policy in Windows PowerShell must be
set to RemoteSigned. Type the command Set-ExecutionPolicy RemoteSigned to set the
execution policy.
To enable a schedule for a data warehouse job by using a Windows PowerShell cmdlet
2. At the Windows PowerShell command prompt, type the following command, and then
press ENTER:
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3. Type the following commands, and then press ENTER after each command:
Enable-SCDWJobSchedule –JobName Extract_<data warehouse management group name>
Enable-SCDWJobSchedule –JobName Extract_<Service Manager management group name>
Enable-SCDWJobSchedule –JobName Transform.Common
Enable-SCDWJobSchedule –JobName Load.Common
How to View the Status of a Data Warehouse Job

You can use the following procedures to view the data warehouse job status to determine
whether a job is running, stopped, or failed.
Note
To run the Windows PowerShell cmdlets, the execution policy in Windows PowerShell
must be set to RemoteSigned. For more information, see Getting Started with the Service
Manager Cmdlets (http://go.microsoft.com/fwlink/?LinkId=178233) in the System Center
Service Manager Administrator’s Guide.
To view the status of a data warehouse job by using the Service Manager console
1. In the Service Manager console, click Data Warehouse.
2. In the Data Warehouse pane, expand Data Warehouse, and then click Data
Warehouse Jobs.
3. In the Data Warehouse Jobs pane, review the list of jobs to view their status.
To view the status of a data warehouse job by using a Windows PowerShell cmdlet

ENTER.

Get-SCDWJob
4. Review the list of jobs to view their status.
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How to Suspend and Resume a Data Warehouse Job
You can suspend (or pause) and resume data warehouse jobs that are running. For example, you
might have to suspend all of the data warehouse jobs that are running to ensure that a security
update to the data warehouse management server does not interfere with any jobs that might run.
After the server has been updated and restarted, you resume all the data warehouse jobs. You
can suspend (or pause) and then resume jobs by using the Service Manager console or by using
Windows PowerShell cmdlets. In this example, only the extract, transform, and load (ETL) jobs
are running.
Note
To run the Windows PowerShell cmdlets, the execution policy in Windows PowerShell
must be set to RemoteSigned. For more information, see Getting Started with the Service
Manager Cmdlets (http://go.microsoft.com/fwlink/?LinkId=178233) in the System Center
Service Manager 2010 Administrator’s Guide.
To pause and resume data warehouse jobs using the Service Manager console
1. In the Service Manager console, click Data Warehouse.
2. Expand Data Warehouse, and then click Data Warehouse Jobs.
3. In the Data Warehouse Jobs pane, select a job that is running, and then click
Suspend in the Tasks list.
4. Repeat the previous step for each data warehouse job.
5. To resume each job, select a job that is suspended in the Data Warehouse Jobs
pane, and then click Resume in the Tasks list.
To suspend all data warehouse jobs using Windows PowerShell cmdlets

ENTER.
3. Type the following commands, and then press ENTER after each command.
Suspend-SCDWJob –JobName Extract_<data warehouse management group name>
Suspend-SCDWJob –JobName Extract_<Service Manager management group name>
Suspend-SCDWJob –JobName Transform.Common
Suspend-SCDWJob –JobName Load.Common
To resume all data warehouse jobs using Windows PowerShell cmdlets

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ENTER.
3. Type the following commands, and then press ENTER after each command.
Resume-SCDWJob –JobName Extract_<data warehouse management group name>
Resume-SCDWJob –JobName Extract_<Service Manager management group name>
Resume-SCDWJob –JobName Transform.Common
Resume-SCDWJob –JobName Load.Common
How to Schedule a Data Warehouse Job

You can use the following procedure to schedule a data warehouse job in System Center Service
Manager 2010.
You could use this procedure in a scenario where a schedule for the data warehouse jobs has
been defined in Service Manager. You want to change the schedule for the data warehouse jobs
to define standard maintenance windows for the Service Manager database and for the data
warehouse. Use the Set-SCDWJobSchedule cmdlet to schedule the data warehouse jobs. The
Set-SCDWJobSchedule –ScheduleType Weekly cmdlet and parameter combination allows jobs
to run only on the days you specify. For example, the following commands define a daily or
weekly schedule.
Set-SCDWJobSchedule -JobName Transform.Common –ScheduleType Daily -DailyFrequency
01:00:00 -DailyStart 06:00
Set-SCDWJobSchedule -JobName Transform.Common -ScheduleType Weekly -WeeklyFrequency

Tuesday, Thursday -WeeklyStart 06:00
Note
To run Windows PowerShell cmdlets, the execution policy must be set to RemoteSigned.
For more information, see Getting Started with the Service Manager Cmdlets
(http://go.microsoft.com/fwlink/?LinkId=129134) in the System Center Service Manager
Deployment Guide.
In the following procedure, you set a schedule for the Transform job to run every 45 minutes
starting at 2:00 in the morning. However, you can modify the commands to set your own
schedule.
To schedule data warehouse jobs
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ENTER.
ENTER.
Set-SCDWJobSchedule -JobName Transform.Common -ScheduleType Daily –DailyFrequency
00:45:00 –DailyStart 02:00
To validate a data warehouse job schedule

ENTER.
3. Type the following command, and then press ENTER:

Get-SCDWJobSchedule
How to View Data Warehouse Job History

A history of data warehouse jobs is collected as they run. You can view this history to determine
how long a job ran or to determine the last time the job ran successfully. When you display the
data warehouse job history, you display the number of entries that you specify by using the
NumberOfBatches parameter. Use the following procedure to view the last five entries in the
history of a data warehouse job.
To view the last five entries in the data warehouse job history
ENTER.

Get-SCDWJob -NumberOfBatches 5
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How to Troubleshoot a Data Warehouse Job
In System Center Service Manager 2010, after the Data Warehouse Registration wizard is
complete and after Reporting becomes available in the Service Manager console, you can start
running reports. If you encounter a problem with reports (for example, the incident management
report you run does not show the current data), you can use Windows PowerShell cmdlets to
troubleshoot the problem. For example, you can use the following procedure to determine
whether a transform job failed, and you can evaluate any error messages that the transform job
created.
To troubleshoot data warehouse jobs by using Windows PowerShell cmdlets

2. At the Windows PowerShell command prompt, type the following command, and then
press ENTER.

Get-SCDWJob
4. Review the output, and locate any job with a status of "Failed."
5. Type the following command, and then press ENTER. In the command, specify the
data warehouse job that failed as the value of the JobName parameter.
Get-SCDWJobModule -JobName Transform.Common
6. In the output, locate a status of "Failed," and then review the Error Message column
for more information about why the data warehouse job failed.
7. When you are ready to retry the failed job, type the following command, and then press
ENTER.
Resume-SCDWJob -JobName Transform.Common
Managing the Self-Service Portal

The Self-Service Portal is used by end users to contact help desk personnel for help requests.
Users can also view announcements, search the knowledge base, perform tasks, and manage
their requests. In particular, an important task they can perform includes requesting software.
Items in the Portal node of the Service Manager console are used to inform users about help
desk personnel contact information and to configure software approval and deployment
processes. Items in the Portal node are also used to specify information about Configuration
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Manager so that Service Manager can retrieve software packages. Use the following procedures
to configure the Self-Service Portal so that users can request software.
In This Section
How to Set the Configuration Manager Configuration
Describes how to set the Configuration Manager configuration that is used by Service
Manager to retrieve software packages.
How to Set End User Portal Contact IT Settings

Describes how to publish contact information that Self-Service Portal users can view.
How to Configure a Software Deployment Process

Describes how you can configure software deployment processes for approval and
deployment.
How to Publish Software Packages

Describes how you can publish software packages in the Service Manager console.
How to Set the Configuration Manager Configuration

Use the following procedure to provide information about the System Center Configuration
Manager central site server; System Center Service Manager 2010 uses this information for self-
service software provisioning. The site server information you specify is used by Service Manager
to connect to the site server. Later, using the software deployment process you create, the site
server information is also used to import the software package list. The software package list is
made available to Self-Service Portal users so that they can request software.
To set the Configuration Manager central site settings

2. In the Administration pane, expand Portal, and then click Settings.
3. In the Settings pane, click Configuration Manager Software Deployment
Configuration.
4. In the Tasks pane, under Configuration Manager Software Deployment
Configuration, click Properties.
5. In the Configuration Manager Configuration dialog box, in the Site server name
box, type the name of the Configuration Manager 2007 central site server.
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6. In the Site code box, type the three-character site code.
7. Optionally, in the Description box, type a description of the central site server.
8. Click OK to save and close.
See Also
How to Set End User Portal Contact IT Settings

In System Center Service Manager 2010, use the following procedure to provide information to
Self-Service Portal users so that they can contact your IT help desk. After you follow the steps in
the procedure, Self-Service Portal users can click Contact IT to display the Contact support
box.
All information that you enter is optional. For example, if your organization does not use instant
messaging, you can leave the corresponding field empty.
To set the end user portal contact IT settings

2. In the Administration pane, expand Portal, and then click Settings.
3. In the Settings pane, click End-user portal contact IT settings.
4. In the Tasks pane, under End-user portal contact IT settings, click Properties.
5. In the Self-service portal contact settings dialog box, in the E-mail address box,
type the e-mail address that your help desk uses to receive incident requests.
6. In the E-mail response time box, type the approximate time that your organization
takes to reply to user e-mail messages. You can also specify the working hours and the
days of the week when the help desk is available.
7. In the Support phone box, type the phone number that your help desk uses to receive
phone calls.
8. In the Fax number box, type the fax number that your help desk uses to receive faxes.
9. In the Chat URL name box, type the name that you want to display to users so that
they can start an instant message conversation with a help desk technician.
10. In the Chat URL field, type the URL that your instant messaging infrastructure is
configured to use to receive incoming instant message requests. For example, type
sip:helpdesk@woodgrove.com.
11. In the Chat response time field, type the approximate time that your organization
takes to reply to user chat requests. You can also specify the working hours and the
days of the week when the help desk is available.
12. Click OK to save and close.
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In System Center Service Manager 2010, use the following procedure to define a process that
your organization can use to approve a software deployment request that an end user initiates
from the Self-Service Portal. Software packages are imported from Configuration Manager using
other procedures; the process you create by using the following procedure allows the software
deployment request to be approved.
End users submit change requests in the Self-Service Portal if they want to install software. After
all the approval processes are completed successfully, the requested software is installed by
Configuration Manager on the end user’s computer. You can define multiple software deployment
processes for your organization to manage various software titles and suites and to apply
different approval and implementation processes based on change request templates.
Note
Although you can base a software deployment process on your own custom change
request template, Service Manager does not correctly display the change request
template name in the Software Deployment Process list. However, the software
deployment process still functions correctly.
To create a software deployment process

2. In the Administration pane, expand Portal, and then click Software Deployment
Process.
3. In the Software Deployment Process pane, click Create.
4. In the General section in the Name box, type the name of the process you want to
create. For example, type Standard Microsoft Office Software Request Process.
5. In the Description box, type a description of the process. For example, type Use this
process to approve and deploy Microsoft Office software to end users.
6. In the Process section under Create a software deployment process, click Select to
open the Select objects list, and then view the list of available software packages.
7. In the list, select a software package, click Add, and then click OK.
8. Under Templates, select a template to apply to the software deployment process, and
then click OK to save and close the form.
9. Click OK to save and close the form.
How to Publish Software Packages

In System Center Service Manager 2010, use the following procedure to publish software
packages that are displayed to end users in the Self-Service Portal. End users see this list of
software packages when they request software. You can publish or unpublish software packages
using the Software Packages view in the Service Manager console.
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To publish software packages
2. In the Administration pane, expand Portal, and then click Software Packages.
3. In the Software Packages view, select one or more items to publish. Then, in the
Tasks list, click Publish.
4. The items you selected for publishing are listed as True in the Publish column.
5. If you receive an error when you try to publish a package, you might need to configure
the package. To configure the package, follow these steps:
a. Select a software package.
b. In the Tasks list, click Configure.
c. Select the program that should run, ensure that Publish this package to the self-
service portal is selected, and then click OK.
See Also
Using Service Manager Tasks to Troubleshoot

Computer Problems
If you want to view the logs on a remote computer that is exhibiting problems, you must first
create a task that opens the Event Viewer. The Event Viewer reads logs from remote computers.
In System Center Service Manager 2010, administrators can create and use tasks to automate
and simplify lengthy, complex, or repetitive processes. Operators typically use tasks to help
troubleshoot user incidents. After creating a task, operators can run the task directly from the
Service Manager console.
Important
In this release, to create a task, the logged-on user must have administrative credentials.
The Event Viewer task that you create will display logs from the computer identified as a
configuration item in the incident. The help desk analyst can then select an incident in the Service
Manager console and run this task for computers related to the incident.
In This Section
How to Create a Task
Describes how to create a task.
How to Run a Task From an Incident View

Describes how to run a task from an incident view.
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How to Create a Task
Use the following procedure to create a task; for example, a task that you can use to open Event
Viewer and view logs on a computer. The Event Viewer displays the logs from the remote
computer that is listed as a Configuration Item in the incident.
To create a task
2. On the Library pane, expand Library, and then select Tasks.
3. On the Tasks pane, select Create Task.
5. On the General page, perform the following:
a. In the Task name box, type a name for the task. For example, type Event Viewer.
Note
In this release, if you edit and change any of the properties of a task, you
have to close and reopen the console before you can view the task.
b. Next to the Target class area, click the ellipsis button (…).
c. In the Choose Class dialog box, in the Class list, click Incident, and then click
OK.
d. In the Management pack list, make sure that Service Manager Incident
Management Configuration Library is selected, and then click Next.
Note
In this release, if you select the option to create a new management pack,
you have to close and reopen the console before you can view this task.
6. On the Display Task by Category page, select the category where the task will be
displayed. For example, select Incident Management Folder Tasks, and then click
Next.
7. On the Command Line page, do the following:
a. In the Full path to command box, type the full path of the command you want to
run with this task. For example, type %windir%\system32\eventvwr.exe.
b. In the Parameters area, click Insert Property.
c. In the Select Property dialog box, in the Related classes list, expand Incident,
and then click Is Related to Configuration Item.
d. In the Available Properties box, type Computer Name.
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e. Under Windows Computer, click NetBIOS Computer Name, and then click Add.
f. Optionally, select Log in action log when this task is run to add information to
the incident action log when the task runs, and then click Next.
9. On the Completion page, observe that The new task was created successfully
appears, and then click Close.
To validate a new task

 In the Service Manager console, click Work Items.
 In the Work Items pane, expand Work Items, expand Incident Management, and
then click All Incidents.
 In the All Incidents pane, click an incident for which a computer name has been
entered as a configuration item.
 In the Tasks pane, under the name of the incident you selected in the previous step,
click Event Viewer.
 Notice that the Event Viewer starts, and the events from the computer associated with
the incident are displayed.
How to Run a Task From an Incident View

Use the following procedure to run a task, such as the Ping task, from an Incident view.
To run a task from an Incident view

1. In the Service Manager console, click Work Items, and then select any Incident
Management view. Select an incident in the view, and notice that in the Tasks pane,
under <Incident Name>, the Ping Related Computer task appears.
2. In the Tasks pane, click the task to run it. For example, Ping Related Computer. If a
computer is not associated with the incident, you must specify the name of the
computer to run the task on. If more than one computer is associated with an incident,
choose one to run the task on.
3. If the task logs actions into the action log, you can open the incident and view the
action log to see the output that the task generated.
4. If the Console Task Output - <Task Name> box appears, verify the output generated
by the task, and then click Close.
To Configure Service Manager CEIP Settings

During setup, on the Help improve System Center page, you have the option to participate in
the Customer Experience Improvement Program (CEIP). You can use the following procedure to
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either let Service Manager participate in the program or remove Service Manager from this
program.
To configure Service Manager CEIP settings

1. In the Service Manager console, in the toolbar, click Help.
2. In the Help menu, you can choose to either let Service Manager join the program or
remove Service Manager from the program: Observe the entry Join the Customer
Experience Improvement Program and perform one of the following:
 If a check mark is displayed, click Join the Customer Experience Improvement
Program to remove Service Manager from the CEIP program.
 If the check mark is not displayed, click Join the Customer Experience
Improvement Program to join the CEIP program, and then in the System Center
Service Manager dialog box, click Yes to confirm your decision.
Appendix A - List of User Role Profiles in Service

Manager
This appendix provides information about the user role profiles in Service Manager.
Knowledge
User Role Profile Read Knowledge Create Edit Knowledge Delete

Articles Knowledge Articles Knowledge
Articles Articles
Report User No No No No
End Users Yes No No No
Read-Only Yes No No No
Operators
Activity Yes No No No
Implementers
Change Initiators Yes No No No
Incident Resolvers Yes No No No
Problem Analyst Yes No No No
Change Managers Yes No No No
Advanced Yes Yes Yes (CI Group No
Operators Scope)
Authors Yes Yes Yes (CI Group Yes
Scope)
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Workflows Yes Yes Yes No
Administrators Yes Yes Yes Yes
Work Items
User Role Create Create Edit Edit Edit Edit Delete

Profile Work Change Work Activities Manual Incidents, Work
Items Requests Items and Activities Problems, Items
from All and from All Change (Status Manually
Work Activities Work Requests and Activities
Item Item Comment
Classes Classes Fields)
Report User No No No No No No No
End Users Yes Yes No No No No No
Read -Only No No No No No No No
Operators
Activity No No No No Yes (WI No No
Implementers Queue
Scope)
Change No Yes No No No No No
Initiators
Incident No No No No Yes (WI Yes (WI No
Resolvers Queue Queue
Scope) Scope)
Problem No No No No Yes (WI Yes (WI No
Analyst Queue Queue
Scope) Scope)
Change No Yes No Yes (WI Yes (WI No No
Managers Queue Queue
Scope) Scope)
Advanced Yes Yes Yes (WI Yes (WI Yes (WI Yes (WI No
Operators Queue Queue Queue Queue
Scope) Scope) Scope) Scope)
Authors Yes Yes Yes (WI Yes (WI Yes (WI Yes (WI No
Queue Queue Queue Queue
Scope) Scope) Scope) Scope)
Workflows Yes Yes Yes Yes Yes Yes No
Administrators Yes Yes Yes Yes Yes Yes Yes
Configuration Items
131
User Role Profile Create Configuration Update Configuration Delete Configuration
Items Items Items
Report User No No No
End Users No No No
Read-Only Operators No No No
Activity Implementers No No No
Change Initiators No No No
Incident Resolvers No No No
Problem Analyst No No No
Change Managers No No No
Advanced Operators Yes Yes (CI Group Scope) No
Authors Yes Yes (CI Group Scope) No
Workflows Yes Yes No
Administrators Yes Yes Yes
Implied Permissions
User Role Profile Read and Edit Read and Read but Work Items Read but Not
Reviewer Edit Not Edit CIs Assigned to Edit
(Vote and Incidents Where The User Computers
Comment Where The User Is The Where The
Properties User Is The Affected User Is The
Only) Where Affected User Primary User
The User Is User
The Reviewer
Report User No No No No No
End Users Yes Yes Yes Yes Yes
Read-Only Yes Yes Yes Yes Yes
Operators
Activity Yes Yes Yes Yes Yes
Implementers
Change Initiators Yes Yes Yes Yes Yes
Incident Yes Yes Yes Yes Yes
Resolvers
Problem Analyst Yes Yes Yes Yes Yes
Change Yes Yes Yes Yes Yes
Managers
Advanced Yes Yes Yes Yes Yes
132
Operators
Authors Yes Yes Yes Yes Yes
Workflows Yes Yes Yes Yes Yes
Administrators Yes Yes Yes Yes Yes
Notifications
User Role Profile Create Personal Create Global Edit Notification Create and Edit
Notification Notification Channels Notification
Subscriptions Subscriptions Templates
Report User Yes No No No

End Users No No No No
Read-Only Yes No No No
Operators
Activity Yes No No No
Implementers
Change Initiators Yes No No No
Incident Resolvers Yes No No No
Problem Analyst Yes No No No
Change Managers Yes No No No
Advanced Yes No No No
Operators
Authors Yes No No No
Workflows No No No No
Authoring
User Role Profile Create and Create and Create and Create Create Create,
Edit Views Edit Tasks Edit and Edit and Edit Edit, and
Templates Groups Queues Delete
List Items
Report User No No No No No No
End Users No No No No No No
Read-Only No No No No No No
Operators
133
Activity No No No No No No
Implementers
Change No No No No No No
Initiators
Incident No No No No No No
Resolvers
Problem Analyst No No No No No No
Change No No No No No No
Managers
Advanced No No No No No No
Operators
Authors Yes (Class Yes (Class Yes No No Yes
Scoped) Scoped)
Workflows No No No No No No
Administrators Yes Yes Yes Yes Yes Yes
Administration
User Role Profile Create, Edit, Import, Export, Create, Edit, and Configure
and Delete and Delete Delete Workflows
User Roles Management Connectors
Packs
Report User No No No No
End Users No No No No
Read-Only No No No No
Operators
Activity No No No No
Implementers
Change Initiators No No No No
Incident Resolvers No No No No
Problem Analyst No No No No
Change Managers No No No No
Advanced No No No No
Operators
Authors No No No No
Workflows No No No No
134
135

System Center Service Manager Administrator's Guide: Authors

Uploaded by

System Center Service Manager Administrator's Guide: Authors

Uploaded by

System Center Service Manager

April 16, 2010 Original release of this guide.

Using Connectors to Import Data into Service Manager

Configuration Items in Service Manager

Configuring Incident Management in Service Manager

Configuring Workflows in Service Manager

Configuring Change and Activity Management in Service Manager

Configuring Service Manager Notifications

Using Groups, Queues, and Lists in Service Manager

Managing User Roles in Service Manager

Managing Knowledge Articles in Service Manager

Using the Service Manager Cmdlets for Windows PowerShell

Managing the Data Warehouse in Service Manager

Managing the Self-Service Portal

Using Service Manager Tasks to Troubleshoot Computer Problems

Appendix A - List of User Role Profiles in Service Manager

Using Management Packs in Service Manager

How to Import a Management Pack by Using the Console

How to Create a Management Pack File

To create a management pack file

To validate the creation of a management pack file

How to Export a Management Pack

To export a management pack

To validate the export of a management pack

How to Import a Management Pack by Using the Console

To import a management pack by using the Service Manager console

To validate the import of a management pack

Using Connectors to Import Data into Service

Importing Data from Active Directory Domain Services

Importing Data and Alerts from Operations Manager 2007

Importing Data from Configuration Manager 2007

Using a CSV File to Import Data into Service Manager

Effects That Deleting a Connector Has on Configuration Items

Importing Data from Active Directory Domain Services

How to Create an Active Directory Connector

How to Synchronize an Active Directory Connector

How to Enable and Disable an Active Directory Connector

How to Import Data from Other Domains

How to Create an Active Directory Connector

To create an Active Directory connector and to import objects from AD DS

To validate the creation of an Active Directory connector

How to Synchronize an Active Directory Connector

To manually synchronize an Active Directory connector

To validate that an Active Directory connector synchronized

How to Enable and Disable an Active Directory Connector

To disable an Active Directory connector

To enable an Active Directory connector

To validate the status change of an Active Directory connector

How to Import Data from Other Domains

To specify the data source path and Run As account

Importing Data and Alerts from Operations Manager 2007

How to Create an Operations Manager 2007 Connector

How to Synchronize an Operations Manager 2007 Connector

How to Disable and Enable an Operations Manager 2007 Connector

How to Edit an Operations Manager Connector

How to Import Management Packs for Operations Manager 2007

To import management packs for the Operations Manager 2007 CI connector

Set-Location \"Program Files\Microsoft System Center\Service Manager 2010\Operations Manager

5. Type the following command, and then press ENTER.

How to Create an Operations Manager 2007 Connector

To create an Operations Manager 2007 alert connector

To validate the creation of an Operations Manager 2007 alert connector

To create an Operations Manager 2007 CI connector

To validate the creation of an Operations Manager 2007 CI connector

How to Synchronize an Operations Manager 2007 Connector

To manually synchronize an Operations Manager connector

To validate Operations Manager connector synchronization

How to Disable and Enable an Operations Manager 2007 Connector

To disable an Operations Manager connector

To enable an Operations Manager connector

To validate the status change of an Operations Manager connector

How to Edit an Operations Manager Connector

To edit an Operations Manager CI connector

Importing Data from Configuration Manager 2007

How to Create a Configuration Manager Connector

How to Disable and Enable a Configuration Manager Connector