IT Monkey will place code here as examples of what Cireson's consulting team has to offer as well as examples for public consumption to benefit the Microsoft System Center community as a whole.
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Quick Resolve Incidents / Quick Complete Service Requests
A very common issue I see with customers is people on the Service Desk typically have a lot of standard nature of tickets which they tend to close off straight away, whether it be an account locked or a password reset and it can take time to open a ticket, save it, reopen the ticket, save it etc.. And even more so on a Service Request because you need to wait for workflows to run!
But no more! This solution will help alleviate a lot of that sitting around just to complete/resolve a ticket, you can just create the ticket and forget about it!
All files can be downloaded from my github: https://github.com/shanewh1te/Cireson-QuickResolve-WorkItems
So there are a few components to this:
- Install the ManagementPack (Cireson.WorkItem.ServiceRequest.Extensions.QuickComplete.mp), this is a class Extension for the SR class to add a Boolean (True of False) field to the class. This is used to toggle whether a Service Request is a quick complete SR or not because the SCSM console does not let you pre-complete an SR in the template.
- Copy the QuickResolve Folder from the files to C:\inetpub\CiresonPortal\CustomSpace
- Copy the contents of Custom.js to your Custom.js file in the above location
Once you have done all of this you will be good to go! I have also attached a word document explaining the usage for each example, an Incident and a Service Request.
A little bit of a discussion area for this is whether or not you would want to use Activities on a Quick Complete SR, so let me know your thoughts on this below!
Let me know what you think!