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Customize the default incident form for the Service Manager Authoring Tool sample scenario

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This sample scenario describes how to apply simple customizations to a default form in the Service Manager Authoring Tool. In this scenario, you customize the Incident form, which is the default form for interacting with incidents. You customize the form in the Authoring Tool and then save the customized form in a new management pack. Then, in the Service Manager console, you import this new management pack. Afterwards, whenever you create or view an incident, Service Manager displays the customized form. The Incident form, System.WorkItem.Incident.ConsoleForm, is defined in the Service Manager Incident Management Library management pack.

The sample scenario for customizing the default Incident form consists of three steps.

Step 1: View the default incident form

Before you customize the form, view the default form in the Service Manager console and identify elements on the form that you want to customize. For example, you can plan to rearrange various text boxes on the form.

To view the default incident form, follow these steps:

  1. In the Service Manager console, select Work Items.

  2. In the Work Items pane, select Incident Management.

  3. In the Tasks pane, select Create Incident.

  4. Review the Incident form. This form is the form that you use to create and view incidents. You can identify elements in the form that you might want to customize.

Step 2: Customize the default incident form

Use the following procedure to customize the default Incident form in the Authoring Tool.

To customize the Incident form, follow these steps:

  1. Select Start, point to Programs, point to Microsoft System Center, point to Service Manager <version> Authoring, and select Service Manager Authoring Tool.

  2. In the Authoring Tool, select File, and select New.

  3. In the New Management Pack dialog, in the File name box, enter MyIncidentFormCustomizations, and select Save.

    Note

    The MyIncidentFormCustomizations management pack is now listed in the Management Pack Explorer.

  4. In the Form Browser pane, locate and then right-click the System.WorkfItem.Incident.ConsoleForm form, which is the default Incident form, and select View.

    Note

    The Service Manager Incident Management Library management pack, which contains the default Incident form, is now listed in the Management Pack Explorer.

  5. In the authoring pane, select Customize.

  6. In the Target Management Pack dialog, select MyIncidentFormCustomizations, and select OK.

  7. Wait for the authoring pane to display the form that you're customizing. You can now add controls, such as a Label, a Text Box, or an Image, to the form. Ensure that the Details window is open and visible, so that you can browse and modify properties of the controls.

  8. In the Management Pack Explorer, right-click MyIncidentFormCustomizations, and select Save.

  9. Exit the Authoring Tool.

Step 3: Use the customized default incident form

Use the following procedure to view and use the customized Incident form in the Service Manager console.

To use the customized System.WorkItem.Incident.ConsoleForm form, follow these steps:

  1. Start the Service Manager console, and select Administration.

  2. In the Administration pane, select Management Packs.

  3. In the Tasks pane, select Import.

  4. In the Select Management Packs to Import dialog, select the MyIncidentFormCustomizations.xml management pack file. Select Open.

  5. In the Import Management Packs dialog, select Import, wait for the management pack to be imported, and select OK.

  6. Select Incidents, and then in the Tasks pane, select Create Incident.

    Note

    The Incident form that is displayed is your customized form.

  7. Fill in the form, and then save the incident.

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