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Service Manager Analyst Web Portal - Where is incident management? RRS feed

  • Question

  • We have been evaluating Service Manager as a potential tool for field technicians to use to manage incidents. For various reasons the client must be web-based.

    The Web Portal in Service Manager looked promising, but the Analyst Portal is limited to Change Management. Our requirement is to provide basic Incident Management to technicians through a web portal.

    Will basic incident management be included in the Analyst Web Portal in a future version of Service Manager?

    We are considering if it is viable to create our own web portal / SharePoint 2010 web parts for basic incident management with Service Manager. Is there an API or web services model available for Service Manager? Is there any other way to achieve this outcome?

    Wednesday, January 19, 2011 5:01 AM

Answers

  • Hi Stephen

    If you haven't already created your own solution, check this out: http://www.gridpro.se/en/products/webfront-for-service-manager/overview

     


    Patrik Sundqvist Solutions Architect @ Gridpro AB Blog: http://blogs.litware.se
    Wednesday, August 17, 2011 7:54 PM
  • Stephen

    I believe something is imminent from msft as Travis Wright is looking for BETA testers on his twitter... follow him under RADTRAVIS.....

     

    here was his tweet " I need a beta tester for testing the source code release for customizing #SCSM self-service portal.  You need dev skills and Visual Studio. "

     

    So keep an eye on the forum, or better still follow JR52MAR on twitter as this picks up all of the Blog Posts from various SCSM sites and tweets them automatically, thats the only reason I use twitter...

    Thursday, February 3, 2011 9:25 PM
  • To add on to what James said...

    The portal source code will be released soon.  It will enable you to get a jump start on developing some additional web interfaces for things like incident management.  There is an SDK and the portal framework makes it even easier.  I will be providing some examples of extending the portal with the source code release.

    As of right now (and even in the "R2" release) there are no plans to provide a functional equivalent of the thick client console in a brower experience.  That could change if we are all really lucky but that's where it stands now.


    Travis Wright Senior Program Manager Microsoft
    Thursday, February 3, 2011 10:27 PM
  • Hello there,

    I just came across this post. I work for Cireson who has developed an agnostic browser and mobile device Analyst web experience using HTML 5. More information can be found here http://www.cireson.com/app-store/web-console/.

    Please contact me for more information on team@cireson.com

    Thanks,

    Paul.


    psutton

    Saturday, December 1, 2012 9:30 PM

All replies

  • Hi Stephen,

    Microsoft has stated that they working to improve the Self Service Portal for R2 (planned release late 2011), but they haven't given more information than that. And since it's almost a year until planned release, I don't think we'll get any more information for a while...

    It is possible to create your own portal using the Service Manager SDK (there are no webservices) to achive what you are looking for.

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden
    Friday, January 21, 2011 11:04 PM
  • Stephen

    I believe something is imminent from msft as Travis Wright is looking for BETA testers on his twitter... follow him under RADTRAVIS.....

     

    here was his tweet " I need a beta tester for testing the source code release for customizing #SCSM self-service portal.  You need dev skills and Visual Studio. "

     

    So keep an eye on the forum, or better still follow JR52MAR on twitter as this picks up all of the Blog Posts from various SCSM sites and tweets them automatically, thats the only reason I use twitter...

    Thursday, February 3, 2011 9:25 PM
  • To add on to what James said...

    The portal source code will be released soon.  It will enable you to get a jump start on developing some additional web interfaces for things like incident management.  There is an SDK and the portal framework makes it even easier.  I will be providing some examples of extending the portal with the source code release.

    As of right now (and even in the "R2" release) there are no plans to provide a functional equivalent of the thick client console in a brower experience.  That could change if we are all really lucky but that's where it stands now.


    Travis Wright Senior Program Manager Microsoft
    Thursday, February 3, 2011 10:27 PM
  • Hi Stephen

    If you haven't already created your own solution, check this out: http://www.gridpro.se/en/products/webfront-for-service-manager/overview

     


    Patrik Sundqvist Solutions Architect @ Gridpro AB Blog: http://blogs.litware.se
    Wednesday, August 17, 2011 7:54 PM
  • Hello there,

    I just came across this post. I work for Cireson who has developed an agnostic browser and mobile device Analyst web experience using HTML 5. More information can be found here http://www.cireson.com/app-store/web-console/.

    Please contact me for more information on team@cireson.com

    Thanks,

    Paul.


    psutton

    Saturday, December 1, 2012 9:30 PM