Gridpro AB
Rev: 1.3.6880 (SCSM 2012 versions) & 2.0.6880 (SCSM 2016 & later)
Published: November 2018
PowerPack for Service Manager contains extensions to simplify the daily work in Microsoft System Center Service Manager™ and makes analysts more effective performing common tasks.
Important: If you are installing or upgrading PowerPack in a Service Manager 2012 environment, please make sure you use a version that is lower than 2.0. If you are on Service Manager 2016 or later, please make sure you use an installer with a higher version number than 2.0. If you have any questions, please contact support@gridprosoftware.com.
Server installation requirements
- The server needs to have Microsoft System Center Service Manager installed
Installation
This section is a step-by-step instruction how to install the PowerPack for Service Manager software.
PowerPack for Service Manager
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IMPORTANT: Login using a user account that is a member of the local server administrator group and has been assigned the SCSM Administrator role in Service Manager. |
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Run PowerPack for Service Manager vX.X.XXXX.msi |
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Click Next |
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Read the End-User License Agreement carefully and if you accept the terms check I accept the terms in the License Agreement, then click Next |
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Remove features from the installation by clicking on the dropdown icon next to each product and then “Entire Feature will unavailable” To add features after they have been disabled click the dropdown icon next to each product and then “Will be installed on local hard drive” Remember the install location since it will be needed when preparing the server for license activation Click Next to continue |
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Click Install |
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Click Finish |
License Activation
The section below shows a step-by-step instruction how license activation is accomplished. It is the same procedure for evaluation activation and commercial registration. When performing a commercial activation any active evaluation licenses will be automatically removed and replaced by commercial license.
License Activation Process
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Launch PowerPack License Activation Wizard on the Apps program menu |
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Select I want to request a license file, then click Next |
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Specify Service Manager Server Name and License Key provided by Gridpro, then click Next |
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Click Copy and paste the information into a text file Save the text file for later use, then click Close |
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Send the text file saved earlier as an attachment together with your Company name and License Key to: support@gridprosoftware.com. You should expect to receive a response within 24 hours (Business days). |
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When you receive a response email containing a license file you can continue to next step. |
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Launch ActivationWizard.exe that came with the download NOTE: Be patient |
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Select I have a license file I want to activate, then click Next |
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Specify Service Manager server name Click Open License File and browse to the license file received from Gridpro, and click Open Click Next |
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Click Close |
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Your license has now been activated and PowerPack for Service Manager is ready to be used |
This section is a step-by-step instruction how to upgrade the PowerPack for Service Manager software from any previous version.
PowerPack for Service Manager
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IMPORTANT: Login using a user account that is a member of the local server administrator group and has been assigned the SCSM Administrator role in Service Manager. |
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Run PowerPack for Service Manager vX.X.XXXX.msi |
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Click Next |
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Read the End-User License Agreement carefully and if you accept the terms check I accept the terms in the License Agreement, then click Next |
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Remove features from the installation by clicking on the dropdown icon next to each product and then “Entire Feature will unavailable” To add features after they have been disabled click the dropdown icon next to each product and then “Will be installed on local hard drive” Remember the install location since it will be needed when preparing the server for license activation Click Next to continue |
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Click Install |
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Click Finish |
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IMPORTANT: Based on which version you are upgrading from, you might have to take manual action to remove an obsolete version of the view called "My Active Work Items". If you have two views called "My Active Work Items" in the "Work Items" section, please follow the steps below. |
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On a server or client with Service Manager console installed |
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Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console |
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Click Administration tab |
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Select Management Packs |
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In center-pane select Gridpro.ServiceManager.PowerView.Library |
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Select Delete in right-pane |
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Click Yes |
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Upgrade completed |
Uninstalling PowerPack for Service Manager should be done in multiple steps starting with the actual software and then by deleting the management packs.
Software
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On the server that has PowerPack for Service Manager installed |
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Click Start – Control Panel |
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Click Uninstall a program |
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Right-click PowerPack For Service Manager and select Uninstall |
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Click Yes |
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Click Yes, on any User Access Control popup question |
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Uninstallation completed |
Management Packs
Depending on how many of the Power Pack features that was installed the number of Management Packs that should be deleted may vary.
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On a server or client with Service Manager console installed |
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Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console |
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Click Administration tab |
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Select Management Packs |
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In center-pane select Gridpro Service Manager PowerAssign Library |
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Select Delete in right-pane |
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Click Yes |
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In center-pane select Gridpro Service Manager PowerForm Library |
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Select Delete in right-pane |
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Click Yes |
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Click Yes |
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In center-pane select Gridpro Service Manager PowerView Core |
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Select Delete in right-pane |
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Click Yes |
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In center-pane select Gridpro Service Manager PowerView Configuration |
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Select Delete in right-pane |
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Click Yes |
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Management Packs uninstallation completed |
PowerAssign for Service Manager adds two tasks to each type of work item (grouped together in an Assign by group task). To use the tasks for an Incident, do the following.
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Open the Service Manager Console |
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Navigate to Work Items – Incident Management |
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Click the All Incidents view |
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Select an Incident and expand the Assign by group task |
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Select the Support group task or Configuration Item task Note: The name of the tasks may vary depending on which type of Work Item that was selected. |
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Select the user that should be set as Assigned by on the selected Incident |
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Click OK to set the Assigned by property on the selected Work Item to the Selected User |
To map which users that should be able to be selected by analysts when using the Assign By tasks start by doing the following.
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Open the Service Manager Console |
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Navigate to Administration – Settings |
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In the settings section click on PowerAssign Settings, this will open the configuration dialog for PowerAssign. |
To configure which users/groups that should be able to be selected, based on a selected List Item on a work item (Support groups, Area etc.), do the following.
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In the PowerAssign Configuration dialog navigate to List Item Mapping |
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Select which Work Item type that should be used when fetching the List Items that can be mapped |
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Note: If a group is added the members of the group will also be available for the Analyst. Based on the configuration in this example, anytime an Incident has Tier1 set as support group each user/group mapped to that list item will be available to the Analyst when clicking on the Assign By Support Group task. |
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Save all changes by clicking on the OK button |
To configure which users/groups that should be able to be selected, based on assigned Config Items on a Work Item, do the following.
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In the PowerAssign Configuration dialog navigate to Config Item Mapping |
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Note: If a group is added the members of the group will also be available for the Analyst. Based on the configuration in this example, anytime the computer CM1.gridpro.se has been added as Affected Config Item to a work item each user/group mapped to that config item will be available to the Analyst when clicking on the Assign By Config Item task. |
PowerForm for Service Manager introduce a convenient and powerful way of creating an Incident or Service Request. To use PowerForm do the following.
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Open the Service Manager Console |
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Navigate to Work Items |
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Click the PowerForm task |
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In the form that populates the fields, select which type of Work Item that should be created and select a template |
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Click Open Form to open the form corresponding to the selected type of Work Item with the selected template already applied |
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Click OK to save the new Incident or Service request |
PowerView for Service Manager makes it possible to merge existing views in Service Manager into one, i.e. a PowerView. The PowerView can be further customized by including only specific columns from the merged views or renaming the name of existing columns.
To create a new PowerView do the following.
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Open the Service Manager Console |
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Navigate to Work Items – Incident Management |
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Right-click Incident Managementand click on the Create PowerView task |
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In the opened form enter a name and description of the PowerView Further, select which Management Pack the PowerView definition should be saved in |
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Select which sub views the PowerView should include by clicking Add |
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Select which columns (properties) that should be displayed in the PowerView |
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Arrange columns in the prefered order by using the arrow buttons Rename columns by entering a customized display name
Note: If you have re-arranged columns in the view as a personal preference this might still override the default settings in the management pack (based on what changes have been made). The default settings will however be used for users without a personal preference for this view. |
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Click OK to create the PowerView |
Note: You can edit any created PowerView by right-click it and select Edit PowerView.
FAQ
Q: Power View shows a warning saying that some sub views does not share the same combination class. What is the reason for this?
A: When Power View collects the data from the different sub views only one match on an object can be handled. If there are two views that returns the same object (for example two views contains a match on the same Incident) then Power View would have to pick one of these. Since these two object can contain different amount of data (depending on which combination class that was used) there is a possibility that Power View would pick one of the object the user did not expect and display too little data.
To warn the user that the scenario above from happening there is a constraint that if two sub views targets the same class (example: Incident) but does not share the same combination class, Power View will display a warning.
Q: Power View shows a warning saying that there are properties or components missing for one or more sub views. What is the reason for this?
A: The columns you can select in a PowerView are based on the classes or type projections the sub views are based on. All properties and components are merged together and can be selected by the creator of PowerView.
If the PowerView should display a property (example: Escalated property on an Incident) or a component (example: The display name of the affected user of an Incident) that is not available in another sub views, PowerView will warn the user.
Depending on what the user want to display this may or may not be an issue. For example, a Service Request does not have the property Escalated and therefore no data will be displayed in the Escalated column for any Service Request.
If the missing property or component is not an issue the warning can safely be ignored. Otherwise another sub view has to be picked that is based on a class or type projection that contains the missing properties or components.
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