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Service Manager 2012 Incident Source editing

    Question

  • The management pack that contains the OOB Incident Sources is System.WorkItem.Incident.Library but it is a sealed MP.  Am I aloud or is it recommended to export the MP, edit out the Sources that I don't want and then reimport and reseal?
    Monday, April 15, 2013 7:15 PM

Answers

All replies

  • You can't reseal a Microsoft MP (their key is not available). I'm not positive if you can hide enumeration values, but I don't believe it's possible.
    Monday, April 15, 2013 7:56 PM
  • Thanks Aaron.

    Is there anyway for me to get rid of the OOB sources?

    Monday, April 15, 2013 8:01 PM
  • The only way is to rename existing sources.

    SCSMSolutions
    email: freemanru (at) gmail (dot) com

    • Marked as answer by Herb Winhoven Monday, April 15, 2013 11:38 PM
    Monday, April 15, 2013 9:07 PM
    Moderator
  • That is what I wound up doing.  Will that mess up reporting?
    • Marked as answer by Herb Winhoven Monday, April 15, 2013 11:38 PM
    • Unmarked as answer by Herb Winhoven Monday, April 15, 2013 11:38 PM
    Monday, April 15, 2013 11:38 PM
  • The renamed DisplayString should transfer to DW.

    SCSMSolutions
    email: freemanru (at) gmail (dot) com

    Monday, April 15, 2013 11:43 PM
    Moderator
  • Anyone been able to add custom "Incident Sources" then for use from the Portal?  I would like to use some additional custom sources to trigger workflow actions based upon how the incident was "created" and the incident classification category

    I've created an incident template with a custom source and category showing in the template. When I present that at the portal and create a new incident, the new incident title and description show as entered from the portal, but the custom source and custom incident classification remain blank.  Only ones that seem to work are the Microsoft supplied ones.

    If I "Create Incident from Template" using that same template via the console, the source and classification fields populate correctly with my custom template values and then all my workflows trigger and I get the results I expect.

    Just creating from the portal that is not functioning.


    O.

    Friday, June 21, 2013 9:38 PM
  • You need to edit the List.

    This is found in the Library workspace, go to Lists, use the filter to find Incident Sources, click Add Item, scroll down and edit the new item name.  That source will now be available to all IRs.

    • Proposed as answer by simonie Thursday, September 25, 2014 8:18 PM
    Monday, June 24, 2013 11:35 AM
  • Hello,

    I have the exact same issue, I'd like to create incident from portal which Incident values is "workfloor" in order to log incidents my partner resolved when doing Workfloor with end users.

    So I created the right template, but when the incident is created from portal it shows "portal" as incident source.

    Just like you, it is working fine if I created the incident from the console using "create incident from template".

    Did you manage to find a solution?

    Monday, June 26, 2017 10:35 AM