Update: Custom Service Request Area (CSRA) v3

Back in 2014 I published a management pack (MP) named Custom Service Request Area (CSRA) v2 for Service Manager. The CSRA MP gives you a custom Area list for Service Requests. Here is a link to the original post: http://www.buchatech.com/2013/10/custom-service-request-area/.

I recently updated this management pack. I reduced it from two MP files down to one MP file and added 15 generic user inputs to this. With the v2 version of the CSRA MP admins had to customize the Service Request form to add their own generic user inputs. This required modifying the CSRA MP to modify the form. I added these user inputs so that admins will no longer need to do that.

15UserInput

Here is the link for the updated MP. CSRA is now v3.

http://gallery.technet.microsoft.com/Custom-Service-Request-e4d40738

Also in this blog I want to call out the process I commonly use to build the request area list. I use a tool from a talented colleague of mine Rob Plank named the Enum Builder. This is a GUI based tool that can be used to create a list in an MP file that can be imported into Service Manager. It creates the MP file from a CSV file that you populate. This makes building lists in Service Manager very easy.

The Enum Builder can be downloaded here:

https://gallery.technet.microsoft.com/Service-Manager-Enum-43e30552#content

Here is a blog on how to use the tool:

http://www.concurrency.com/infrastructure/service-manager-create-list-items-using-enum-builder/

Ok now onto using Enum Builder with the CSRA management pack. So building the list for the CSRA is slightly different compared to other MP’s. With the CSRA MP you need to know some key pieces of information. These are:

Enum MP ID: ServiceRequestAreaOverwrite

Version: 1.0.0.10

PublicKeyToken: b0ee85f41e7f3f91

These are highlighted below in a screenshot of the Enum Builder tool.

EnumBuilderScreenshotforCSRA

You also need to make sure you have the correct value for EnumerationValue ID in your CSV file. You will want to use “RequestAreaCustom” for this. Here is a screenshot of an example CSV file.

CSRA-CSV

So to sum this up. Build your CSV, fill out the fields in the Enum Builder tool, create your list MP file, import into Service Manager and you will have your own custom area list for Service Requests.

Read More

Custom Service Request Area

There is an issue that has been around for some time were you cannot delete items from the Service Request Area list in Service Manager 2012. You can do this to the Incident Classification and Change Area but not the Service Request Area.

image.png

See references to this issue here:

Read More