I am in the process of converting an existing printed request form to be conducted through service manager. The new form will not be entered by the end user, but by our ict team just to log the request.

The new process will be that the end user fills the printed form (e.g request for new pc) and then the ICT team logs the form details in Service Manager console. 

I am not sure which is the best way to have this form, should I extend the work item, configuration item, service request or request offering class? The data should be entered via the SM console and we will have different requests forms with different fields. 

 

I am new to service manager and I need to ensure no data is impacted while working on this as we do not have a development server.

• Edited by mhmdshawqi Monday, June 22, 2015 1:32 PM added example

Hi,

Let me first mention, that you can simplify the process and give the user the possibility to fill the form directly on the Self-Service Portal thus generating a Service Request with the data. This will be a major time saving for your ICT team. Of course, if the SR must be generated from the console, than my suggestion does not apply :)

Now back to extending the class... If I understood you correct you will have to generate Service Request, not Incidents..So in this case you will have to do two things:

1. Extend the SR class with the new custom property (properties)
2. Extend the SR form with a field (fields), which will be populated by the new properties

Let me mention, that if the properties you need can be taken from the CMDB, then you don't need the first step.
Below I have posted a couple of articles, which should give you an overview on how to achieve your goal. Note, that the process of extending a SR or an IR is the same.

https://kareembehery.files.wordpress.com/2013/12/extend-the-service-request-class.pdf

Extending the Service Request Form and Exposing the Request Offering Field in System Center 2012: Service Manager
http://blogs.technet.com/b/wincat/archive/2013/03/11/extending-the-service-request-form-and-exposing-the-request-offering-field-in-system-center-2012-service-manager.aspx - Here only the SR form is being extended

Use VIP support in service manager
https://dynamicdatacenter.wordpress.com/tag/extend-incident-class/

You can watch a video from a Travis Wright on extending the incident class and for and apply the same approach on SRs:

https://www.youtube.com/watch?v=b5RSGAPwA9E

Hope this helps. Regards,

Thanks for your detailed answer and useful resources.

I understand now that I will need to extend the service request class. I have multiple forms to add, will I be able to extend it multiple times? When extended, from which section in the console will the ICT need to access to create the request (e.g work items -> service request -> create new service "form 1" request and create new service "form 2" request?)

Each form will need to have different fields.

SCSM is not supporting more than one form each class.

If you extend a class all new properties needs to be in the same form.

Hi,

unfortunately Andreas is right. All of the customizations you make will apply to the SR and you cannot create different forms with different custom fields respectively properties.

Regards,