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PowerPack for Service Manager - Deployment Guide

 

Gridpro AB

Rev: 1.3.6365 (System Center 2012) & 2.0.6365 (System Center 2016)

Published: June 2017

 

Prerequisites

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 for Service Manager 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, 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

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.

Run PowerPack for Service Manager vX.X.XXXX.msi

Click Next

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

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

Click Install

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

Launch PowerPack License Activation Wizard on the Apps program menu

Select I want to request a license file, then click Next

Specify Service Manager Server Name and License Key provided by Gridpro, then click Next

Click Copy and paste the information into a text file

Save the text file for later use, then click Close

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).

When you receive a response email containing a license file you can continue to next step.

Launch ActivationWizard.exe that came with the download

NOTE: Be patient

Select I have a license file I want to activate, then click Next

Specify Service Manager server name

Click Open License File and browse to the license file received from Gridpro, and click Open

Click Next

Click Close

Your license has now been activated and PowerPack for Service Manager is ready to be used

 

Upgrade

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

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.

Run PowerPack for Service Manager vX.X.XXXX.msi

Click Next

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

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

Click Install

Click Finish


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.

On a server or client with Service Manager console installed

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

Select Management Packs

In center-pane select Gridpro.ServiceManager.PowerView.Library

Select Delete in right-pane

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Click Yes

Upgrade completed

 

Uninstallation

Uninstalling PowerPack for Service Manager should be done in multiple steps starting with the actual software and then by deleting the management packs.

Software

On the server that has PowerPack for Service Manager installed

Click Start – Control Panel

Click Uninstall a program

Right-click PowerPack For Service Manager and select Uninstall

Click Yes

Click Yes, on any User Access Control popup question

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.

On a server or client with Service Manager console installed

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

Select Management Packs

In center-pane select Gridpro Service Manager PowerAssign Library

Select Delete in right-pane

18.png

Click Yes

In center-pane select Gridpro Service Manager PowerForm Library

Select Delete in right-pane

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Click Yes

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Click Yes

In center-pane select Gridpro Service Manager PowerView Core

Select Delete in right-pane

21.png

Click Yes

In center-pane select Gridpro Service Manager PowerView Configuration

Select Delete in right-pane

22.png

Click Yes

Management Packs uninstallation completed

 

Getting started with PowerAssign

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.

Open the Service Manager Console

Navigate to Work Items – Incident Management

Click the All Incidents view

23.png

Select an Incident and expand the Assign by group task

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.

24.png

Select the user that should be set as Assigned by on the selected Incident

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.

Open the Service Manager Console

Navigate to Administration – Settings

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.

In the PowerAssign Configuration dialog navigate to List Item Mapping

25.png

Select which Work Item type that should be used when fetching the List Items that can be mapped

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After a Work Item Type has been selected, select which List Item to edit

27.png
When a list item has been selected you can now add and remove users/groups to this list item.

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.

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.

In the PowerAssign Configuration dialog navigate to Config Item Mapping

28.png
Add which Config Items that should be able to be mapped to users and groups

29.png
Select a Config Item and add users/group to create the mapping

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.

 

Getting started with PowerForm

PowerForm for Service Manager introduce a convenient and powerful way of creating an Incident or Service Request. To use PowerForm do the following.

Open the Service Manager Console

Navigate to Work Items

30.png

Click the PowerForm task

31.png

In the form that populates the fields, select which type of Work Item that should be created and select a template

Click Open Form to open the form corresponding to the selected type of Work Item with the selected template already applied

Click OK to save the new Incident or Service request

 

Getting started with PowerView

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.

Open the Service Manager Console

Navigate to Work Items – Incident Management

Right-click Incident Managementand click on the Create PowerView task

32.png

In the opened form enter a name and description of the PowerView

Further, select which Management Pack the PowerView definition should be saved in

33.png

Select which sub views the PowerView should include by clicking Add

PowerView_Columns.png

Select which columns (properties) that should be displayed in the PowerView

PowerView_Display.png

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.

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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