Handle VIP Users in Service Manager

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 incident workflow to update incidents from VIP domain users.

Use the Service Manager Authoring Tool to extend the System.Domain.User class in the System.Library management pack.

  1. In the Authoring Console use the class browser to find the “Domain User or Group” class. Right-click it and select View
  2. In the Management Pack Explorer pane right-click “Domain User or Group” and select extend class
  3. Select a management pack, for example create a new one named Contoso.VIP
  4. Click Create Property
  5. Input a internal name, for example isVIP
  6. Select the new property, then in the details pane configure Data Type to BOOL
  7. Save your management pack and import it into Service Manager

The next step is to configure the incident workflow. We will use the default incident event workflow so no more authoring console for now.

  1. In the Service Manager console, navigate to Administration/Workflows/Configuration
  2. Click on Incident Event Workflow Configuration, then click Add in the dialog box
  3. Input a suitable name for example Contoso – Update VIP Incidents
  4. Configure, Check for events: When an incident is created
  5. Configure Event criteria according to the picture below

  1. Choose to apply the default “High Priority Incident Template”. This template will change priority and urgency to high and also assign it to support tier 1. You could of course use any template here.
  2. Choose if you want to notify anyone, that might be a good idea in some scenarios
  3. Save your new workflow.

Now, update one of your user CI to be a VIP. The VIP property is on the Extension tab of a user CI. After that, when you create a new incident for a affected user that has VIP = TRUE the workflow will kick in and update both priority, support group and urgency of the incident. You could use the CSV connector to update this isVIP property based on some attribute in AD or a script that checks something in your environment.

Update. Make sure you restart the Service Manager console after you have imported the MP. Else changes to the VIP attribute will not be stored.

21 thoughts on “Handle VIP Users in Service Manager

  1. Thanks a lot for sharing this with all folks you actually
    realize what you are talking about!Bookmarked.
    Please also visit my site =). We could have a hyperlink exchange contract between us

  2. Hey.
    I’ve implemented this a couple times but I need to show the VIP status on a custom form, much like this user asked a while ago:

    “Angela says:
    August 9, 2011 at 6:36
    I have implemented the VIP extension from this blog, but wondered now if I can show the VIP status on a custom Incident form. In the Authoriing tool, I’ve created a custom form, but I can’t seem to bind the text field to anything to get it to show – the field is always blank.”

    Looking forward to ANY response regarding this.

  3. I meant SCSM 2012. The other folks were right. I works on users that I imported via CSV but not on those brought in via the AD connector.

  4. I am having the same problem as Marco, VIP filed remains NULL. FYI I am using SCSM 2013 SP1

  5. Hey, do I need to be a domain admin user to be able to use the management pack after export and import it to the SCSM?
    we had a permission problem once after importing management pack with a regular user, I wonder if it’s because the user level permission while importing.?

  6. I have implemented the VIP extension from this blog, but wondered now if I can show the VIP status on a custom Incident form. In the Authoriing tool, I’ve created a custom form, but I can’t seem to bind the text field to anything to get it to show – the field is always blank.

  7. Hi Anders

    Can I change the Incident form to move the “Attachedfiles” toolbox from the “RelatedItems” tab to the “General” Tab with the authoring tools ?

    Can you tell me how can I dot that ?

    Thanks a lot


  8. Hi…

    Just wanted to know how the logs are getting stored in SQL database from Scom, i think there are three DB’s, Opsmanager,OpsmanagerDW and ACS Database.
    As per my understanding The OperationsManager database holds the OpsMgr configuration plus short term performance/alert/event data.

    The OperationsManagerDW is the long term reporting database. (i think the same data will be stored in Opsmanager and OpsmanagerDW, main difference is OpsmanagerDW keeps data for a long time).stores in the view event.vevent in SQL

    ACS collects windows security events and stores them, normalised, in the ACS database.ACS does not store the raw event or the log itself and stores in the view AdtServer.dvAll…..

    Please correct me if my understanding is wrong…

    Actually i’m in a process of log analysis of Scom 2007.I’m working for a SIEM(security information and event management) log management appliance.

  9. It works if you make sure your console user administrator has permissions in AD to create a user. If no permission, it will not save the changes you make from SCSM.

  10. i have got this working in my live instance (not the test one) but the workflow does not seem to fire when i email in from a VIP users.

    Anders are you able to assist here?

  11. Same here Marco, unless you have created a user who has not come via the AD Connector

  12. Hello
    The isVIP field is always null, it will not be saved. What could be wrong?
    Thank you

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