I have seen a few SCSM installations now and one thing that the business always want through the portal is to allow its users to order new hardware. Users can log in, select a new workstation, laptop or smartphone, select a few options around it and then submit it to the IT-department for handling.

Most of the time it looks less than impressive. The simple lists, the checkboxes and then the huge amounts of extensions on the SR form.

How would one design a SR to do this in the best way. It should be flexible enough so that it can be modified further down the road if changes are needed. Ive fiddled around but am not happy with the results.

Anyone can offer some inspiration on how they have done this?

• Changed type John Darlington Monday, January 20, 2014 1:15 PM

You can create additional CI classes for your HW catalog in the SCSM Authoring Tool:

Creating Custom Configuration Item Classes Using the Service Manager Authoring Tool

If you should create one or more new CI classes could depends on the different attributes/properties you want for the different types of hardware. For instance:

If all types should just contain the properties "title/name" and a description field you could just go with one HW catalaog CI class.

If every type contains alot of different properties (Phones: Manufacturer, Type, Modell, provider, color, .... / Computer: Manufacturer, TYpe, Modell, CPU, RAM, HD, Size, ...) you should add  HW catalaog CI classes for each type.

Hope this

Hey Alexander!

Thats a very good idea. I feel stupid for not thinking that far earlier.
Sounds obvious that one should just use the CMDB and CI functionality to its fullest.

Creating those CI objects, that would be one for each "Product" available to order i guess.
Those objects, do I create them in the Authoring Tool? Can you reccomend any guides that describe that process?

Hey everyone!

I created a new management pack and created a few new CI classes and some forms with them.
There are no other customised packs imported to this environment.

When i try to import them however i get this:

Can someone tell me what im doing wrong?

I created a new thread as a Question since this is no longer a discussion.