SCORCH 2012 – How To: Get Service Request User Input from SCSM 2012

Hello again,

Today’s topic is a little advanced, and needs a bit of experience with Orchestrator and Service Manager, but I will try to explain as much as I can anyways.

System Center Service Manager 2012 gives you the ability to create ‘Request Offerings’ and publish them to the ‘SM Portal’. A request offering will allow you to collect user input via the portal, and map the data you collected via the portal to fields on your ‘Service Request’ or ‘Incident’ and any of their child ‘Activities’.

To learn more about ‘Service Offerings’ and ‘Request Offerings’ before going any further, please check out these two blog posts by Kurt Van Hoecke and Travis Wright:

http://scug.be/scsm/2012/01/14/service-requests-service-catalog-service-offerings-request-offerings-how-it-all-fit-together-in-scsm-2012/

http://blogs.technet.com/b/servicemanager/archive/2011/11/08/request-offering-wizard-overview.aspx

This might sound straight forward, however one limitation is that you cannot bind the results of ‘Query Result’ prompts directly to a field. As the ‘Query Result’ prompt will let the user choose either a ‘Work Item’ or a ‘Configuration Item’, and those are complex types. SCSM has no idea how to bind those types to a field.

So this is where we’re going to come in with a bit of System Center Orchestrator magic. To extract the values of the ‘User Input’ from the ‘Service Request’.

First of all let’s take a look at how a ‘Service Request’ saves the ‘User Input’ value. If you try to query a ‘Service Request’ via PowerShell, the ‘User Input’ will be generated as XML text. Containing all the prompts and their results as defined in the ‘Request Offering’. A Typical ‘User Input’ would look something like this:


As you can see from the XML, the ‘User Input’ value consists of a main tag ‘<UserInputs>’ which has many child tags ‘<UserInput>’, one for each prompt defined in your ‘Request Offering’.

The ‘<UserInput>’ tag has three attributes: Question, Answer and Type. The ‘Question’ attribute is the name of the prompt as defined in the ‘Request Offering’, the ‘Answer’ attribute holds the value chosen by the user in the portal. The ‘Type’ attribute tells Service Manager what is the class type that this ‘Answer’ attribute is holding, may it be a number, rich text, enum, or as in our case it would hold the a user or group value from the people picker control.

For complex types, like the ones are generated when the prompt is designed to hold ‘Query Results’, the ‘Answer’ attribute will actually hold more XML data, containing the count, display name, and Id of each item chosen by this prompt (because ‘Query Result’ prompts support multiple selection.

So basically what we will do is build an Orchestrator Runbook, to help us get the Ids of the items chosen by the ‘Query Results’ control. A typical use for that is you can later use those Ids to get certain ‘Configuration Items’ using them, thus performing automation for the service request once it has been created.

First, start by firing up the ‘Runbook Designer’ and create a new folder for your runbook, then create a new runbook.

Drag an ‘Initialize Data’ activity from the ‘Runbook Control’ tab on the right. Configure it to receive two inputs:

  • ‘SRID’ (which is the Id or Name of the ‘Service Request’)
  • ‘UserInputQuestion’ (which is the ‘Question’ or prompt you will try to get the answer to as defined in the ‘Request Offering’)

SNAG-0098

Now, drag a ‘Get Object’ activity from the SC Service Manager 2012 integration pack tab, and configure it as shown below.

SNAG-0099

SNAG-0100

SNAG-0101

Now, open the ‘Utilities’ tab from the right pane in ‘Runbook Designer’ and drag two ‘Query XML’ activities.

We will call the first one ‘Get Raw Answer’ to get the whole  ‘Answer’ attribute to the ‘Question’ and we will call the second one ‘Get Guid Answer’ to further parse the XML inside the answer and get the ‘Id’ values of the chosen ‘Query Results’

For the ‘Get Raw Answer Activity’, configure it as shown below:

SNAG-0081

As you can see, I have set the ‘XML Text’ value to get the ‘User Input’ from the ‘Get Service Request’ activity. And also set the ‘XPath Query’ value to the following:

/UserInputs/UserInput[@Question='{UserInputQuestion from Initialize Data}']/@Answer

This ‘XPath Query’ will extract the ‘Answer’ attribute for the specified ‘Question’ from the ‘User Input’ XML.

Now for the ‘Get Guid Answer’ activity, configure it as follows:

SNAG-0083

I have set the ‘XML Text’ value to the ‘Query Results’ from the previous activity ‘Get Raw Answer’, this will parse the XML inside the ‘Answer’.

And the ‘XPath Query’ value to

//@Id

Which will return the Id value for each of the ‘Values’ chosen in the ‘Query Results’ so we might get multiple responses from this activity.

So far the runbook should look something like this:

SNAG-0082

Now let’s define some output for our runbook, I have chosen the output to be as follows:

  • Raw Answer (This will hold the raw answer, whether it is plain text, number, or query results)
  • Guid Answer (This will hold the ‘Id’ value of the chosen result, only in case the ‘Answer’ is of type ‘Query Results’)
  • Answer Type (This will specify whether the ‘Answer’ is ‘Raw’ or ‘Guid’ so you can do some filtering in case you need to exclude raw answers for example)
  • Answer Count (This will specify the number of values chosen in the ‘Query Results’ prompt, to be able to detect multiple selection)

So let’s define our returned data for this ‘Runbook’, right click the tab that has the runbook name above and choose ‘Properties’

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Go to the ‘Returned Data’ tab and configure your runbook output as follows:

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Now the next part is the trickiest, because you can have two kinds of answers. It’s either a valid Guid or just a Raw answer, you will be able to determine so by checking whether the ‘Get Guid Answer’ activity fails or succeeds, if the activity fails, then it failed to get a valid Guid from the //@Id‘ XPath Query. If it succeeds, then the XPath Query found Id attribute(s) within the provided XML.

Now from the ‘Runbook Control’ tab on the right, drag two ‘Return Data’ activities, and place them as follows:

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Notice that I have added link coloring and description so I would be able to refer to the links by name.

For each of the ‘Return Data’ activities, please apply the following configuration.

For the ‘Return Data – Raw’ activity:

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I have set the ‘Returned Data’ as follows:

  • Raw Answer: ‘Query Results’ from ‘Get Raw Answer’ activity
  • Guid Answer: Empty (because in this case, there wouldn’t be any Guids in the answer)
  • Answer Type: ‘Raw’
  • Answer Count: ‘Number of matches’ from ‘Get Raw Answer’ activity (However I know in this case it would always be 1. Unless somehow you were able to define multiple questions with the same name.

For the ‘Return Data – Guid’ activity, set the following configuration:

SNAG-0108

For this activity, I have set the ‘Returned Data’ as follows:

  • Raw Answer: ‘Query Results’ from ‘Get Raw Answer’ activity (As I want to return the raw answer anyways)
  • Guid Answer: ‘Query Results’ from ‘Get Guid Answer’ activity (In this case, this will actually hold the value of each extracted Id within the answer)
  • Answer Type: Guid
  • Answer Count: ‘Number of matches’ from ‘Get Guid Answer’ activity (The total number of matches for the XPath Query, which is the total number of Ids found in the answer)

The next step is telling Orchestrator, to which activity it should direct the flow, I have configures the link named ‘Guid Answer Failed’ which should direct me to the ‘Return Data – Raw’ activity as follows:

SNAG-0109

To do the same just double click the ‘Guid Answer Failed’ link, go to the ‘Include’ tab, and set it to include results where ‘Get Guid Answer’ returns failed.

On the other link, named ‘Guid Answers > 0’ configure it as follows:

SNAG-0110

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I have set the ‘Include’ tab to include results where ‘Get Guid Answer’ return success, and the ‘Exclude’ tab to exclude results where the ‘Number of matches’ from ‘Get Guid Answer’ equals 0. This is because I want to make sure that you only return a Guid if there are any returned from the activity.

Now just to make sure that the flow is not error prone, I will add some other conditions and link coloring to some of the links, that I don’t want to bore you with.

So the final runbook looks like this:

SNAG-0113

Now you can check in the runbook, and create another runbook to test it, using the ‘Invoke Runbook’ activity from the ‘Runbook Control’ tab.

Here are the test results of the runbook with different inputs:

Input Output
  • SRID: SR-17072
  • UserInputQuestion: Request For
  • Raw Answer: <Values Count=”1″><Value DisplayName=”test automation6″ Id=”7aa4f3a5-bd1e-c5ea-4373-433db94b5b16″ /></Values>
  • Guid Answer: 7aa4f3a5-bd1e-c5ea-4373-433db94b5b16
  • Answer Type: Guid
  • Answer Count: 1
  • SRID: SR-17072
  • UserInputQuestion: Add To Group(s)

SNAG-0115

  • SRID: SR-17072
  • UserInputQuestion: Request Justification
  • Raw Answer: Testing
  • Guid Answer:
  • Answer Type: Raw
  • Answer Count: 1

 

Good luck creating your own,

Hazem Elshabini

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9 comments

  1. Great info Hazem! I have created the runbook, but finding it hard to use it in my scenario:
    – I have a request offering where users can select multiple computer CI’s from query result.
    – the RO will kick off a SR with a RBA template that kicksoff a runbook to place the selected servers in SCOM Maintenance Mode.

    I am unable to picture how I can pass the server names selected as user input. in the UserInputQuestion, what do I subscribe to from the SR? or is that the wrong approach?
    Some help will be appreciated! Thanks!

    1. The above method should work for you just fine, to collect multiple answers from the same question. The runbook steps following the (Get Service Request User Input) step will simply run “once for each answer”.

      1. Yep, scratch that comment. We are testing the Cireson Self-Service Portal and it appears to only be an issue with their portal as the MS one still works fine.

        Sorry for the confusion

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