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Manual Activity, Change Request, and Problem Support Group Lists

Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
The attached extension provides Management Packs for the Manual Activity, Change Request, and Problem classes to add a new enum list representing "Support Group." Previous versions of the Portal had support for Manual Activity and Change Request Support Groups, and this extension had already been provided to the Community for those classes. An upcoming release of the Portal will also support Problem Support Groups. This post serves to centralize all 3 extensions in one place.

In order to use "Support Groups" with any of these classes, a list to represent the Support Group must be in place, and these standardized management packs take care of that extension for you. These same extensions have been and will continue to be referenced in any relevant example customizations provided by the Cireson Team. It is perfectly fine to use your own in-house extensions for these Support Group lists, just keep in mind you will have to tweak any existing Cireson-provided customization to use your organization's values instead.

There is also an unsealed version of each Management Pack and a sealing key included in this .zip file in case you want to extend for your organization's purposes. 

A Read Me file is included-- please read in full before importing or extending this!


  • Peter_MiklianPeter_Miklian Customer Advanced IT Monkey ✭✭✭
    Nice. Don't you plan implementing also Time Tracker into activities out of the box so users don't need to make their own customizations? Thanks.
  • Andrew_SunnyAndrew_Sunny Member IT Monkey ✭

    Hi, will these MPs work with the console and MAWI? (we're not using the portal)

  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭

    Hi @Andrew_Sunny - these management packs are class extensions for each of the work item classes listed above. These will still extend the class on the console side as well, and they will appear in the "extensions" tab of the form. This extension has no impact on MAWI.

  • John_LongJohn_Long Customer Adept IT Monkey ✭✭

    Hi @Nicholas_Velich , just curious, will this continue to work with 2016/2019 or will the change in Microsoft.EnterpriseManagement.ServiceManager.UI.Console version be an issue?


  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭

    Hi John,

    I'm not aware of any issues with these extensions in 2016/2019, and have been using them there without any trouble.



  • Marek_LefekMarek_Lefek Customer Advanced IT Monkey ✭✭✭

    Does it allow me to define Support group in MA, CR in template?

  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭

    This is just a class extension, so you can set the values in a template via the "Extensions" tab of the form in the console.

  • Gabriel_LencesGabriel_Lences Customer Adept IT Monkey ✭✭
    edited April 17

    Nicholas, I'm testing this out just now in our lab environement. We're having a problem where if a manual activity is assigned to a support group , it doesn't show up in the Team Work view (i have checked "show activites"). The only MA's that show in Team Work are that of where I'm the activity implementer.

    Change requests and problems show up in the Team work view just fine, any idea what might be wrong?

    Edit: nevermind they showed up, just had to wait a while! :) All working fine then , cheers. Great extension :)

  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭

    Glad to hear you got it working, Gabriel!

    In case anyone runs into something similar, this can take longer initially if you are using a new AD group for the first time. Once an AD group is mapped to a Support Group, the CacheBuilder recognizes (possibly for the first time) that it needs to calculate members of that group. The routine to update group membership occurs every 24 hours by default, so that can also explain delays on initial implementation if its a new group. A CacheBuilder service restart will force that process to run immediately if you don't want to wait. 😀 Once everything is configured and these routines have completed, newly assigned work items should appear in those grids within 1-minute-at-most, by default.

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