I’ve had a lot of great experiences with the self-service portal for Service Manager. That said, I’ve had some customers want to more fully integrate the incident submission experience into their existing SharePoint portal, or they have an interest in receiving incidents from users with non-AD authentication sources, or no authentication at all. In order to solve that I’ve built self-service portals which leverage SharePoint, then utilize the Orchestrator SharePoint integration pack to retrieve and update incidents. This process can be used for many different types of requests, though it doesn’t directly utilize Request Offerings, thus you lose a lot of your integration capability with Service Manager. For those looking to accomplish this deliverable, here is a quick walkthrough:
Setup a SharePoint and Icon for the Request
In this case I setup a specific site with a big attractive icon for submitting new incidents. Users will be able to see the submission screen, which will lead to a SharePoint list with permissions set to just show the user’s own requests.
Submit the Request to the List:
A view into the list I’ve created. You can easily create your own custom list in SharePoint which is looked to by the Orchestrator integration pack.
In Orchestrator I’ve installed the Orchestrator Integration Pack found here:
Setup a Connection to the SharePoint List:
In the SharePoint Integration Pack you need to configure a connection to each individual list that you want to monitor. In my case I’ve configured the connection to my list I’m using. The runbook is configured to check for all “Active Issues”, although you could configure the filter to be anything you want. I also filter based on already created incidents so I don’t create them twice. If it doesn’t exist, I then create it.
The incident is then created in Service Manager!
The incident was then created in Service Manager, as it didn’t already exist. In addition, as the incident is updated I have a complementing runbook that grabs the status from the Service Manager incident and updates the request in SharePoint.
Note that this is not an out-of-box solution. That said, if an organization is looking for custom portal integration, it provides a quick and easy way to accomplish the need. Have fun!