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adding SCSM User Comment from Orchestrator or Powershell?

    Question

  • Hi!

    Is it possible to add User Comment to Incident in SCSM from Orchestrator or Powershell? I am trying runbook with "Update Object" where is User Comment from Incident Class. But its not appearing in incident in SCSM. Is there other way how to create it? I know then this is possible in default SCSM portal but we are using our custom and I need this funkcionality in it.

    Thanks

    Thursday, July 25, 2013 10:21 AM

Answers

All replies

  • Hi,

    you can do this with the Integration Pack for System Center Service Manager in Orchestrator.

    Because i's another class you must  get the relationship between the Incident and Trouble Ticket User Comments.

    Update TT Comment.JPG

    Regards,

    Stefan


    www.sc-orchestrator.eu , Blog sc-orchestrator.eu


    Thursday, July 25, 2013 11:22 AM
    Answerer
  • Addition:

    If there is actually no User Comment use "Create Related Object"


    www.sc-orchestrator.eu , Blog sc-orchestrator.eu

    • Marked as answer by MatoušMVP Thursday, July 25, 2013 12:07 PM
    Thursday, July 25, 2013 11:52 AM
    Answerer
  • Thanks. I had there wrong relationship. This was helpfull
    Thursday, July 25, 2013 12:08 PM
  • One more question. Is it possible to store all comments in conversation? New added comment always rewrite the previous one. I have tried create new related object and use get relationship. Thanks
    Thursday, July 25, 2013 2:21 PM
  • Hi,

    simply put a "Get Object" between "Get Relationship" and "Update Object" if Relationship exists and subscribe the fields from this "Get Object". If no Relationship exists and "Create Related Object" is executed you have nothing to update.

    Create TT Comment -complete.JPG

    Regards,

    Stefan


    www.sc-orchestrator.eu , Blog sc-orchestrator.eu

    Thursday, July 25, 2013 3:06 PM
    Answerer
  • This is good but maybe would be better to create new comment. This solution update the original one. Is there any option to create new comment (second comment as new item in incident action log). I am looking for solution which is able to create every user input as new comment and store whole conversation between user and analyst. Thanks for your help
    Thursday, July 25, 2013 3:40 PM
  • Hi,

    does "Create Related Object" from second reply not work?

    I think it should, if Service Manager allows multiple relationships Comment to one Incident.


    www.sc-orchestrator.eu , Blog sc-orchestrator.eu

    Thursday, July 25, 2013 4:24 PM
    Answerer
  • It always rewrite the previous one instead creating new. Update Object keeps the original text and adds new text to the same comment
    Friday, July 26, 2013 9:39 AM
  • Hi,

    This runbook includes comments to incident, you can download it and take a look.


    Anders Bengtsson | Microsoft PFE | blog at http://www.contoso.se

    Sunday, July 28, 2013 4:57 PM
    Answerer