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A common task for service desk is to reset an end-user password. A common scenario is that the operator has to fill in an incident form, start Active Directory Users and Computers console, find the user, reset the password, notify the password over the phone or send it in a e-mail to the end-user. There [...]

From a number of Service Manager customer I have received the question about VIP users. How can we mark incidents from VIP users? In this post I will show you one way to handle incidents incidents from VIP users. We will first extend the domain user class with a new VIP property, then use the default [...]

Today I needed to generate incidents based on a CSV file that a external system generated. There are a couple of different ways to do it, but one simple way is to use the Service Manager PowerShell cmdlets that Patrik wrote. In my example I have a CSV file that looks like I then have [...]