Release notes for System Center Service Manager

This article provides the release notes for System Center 1807 - Service Manager (SM).

Release Notes for System Center 1807 - Service Manager

The following sections detail the release notes for Service Manager 1807 and include the issues fixed, known issues and workarounds.

Issues fixed

The following issues are fixed in SM 1807:

  • System Center Operations Manager (SCOM) console and System Center Service Manager (SCSM) console or PowerShell components cannot coexist on the same server.

    Note

    You must install Operations Manager 1807 to resolve this.

  • The date and time format in some views is not consistent with the settings on the local computer.

  • SM Console does not release the memory that is used as soon as the respective window (UI) is closed.
  • Console might crash (non en-us locale) when importing a connector as a CSV file.
  • Console might crash when it is brought back into focus after it is left out of focus for some time.
  • Workflow status view was not quickly loading.
  • Stale reports from Data Warehouse (DW) Cube.
  • DateDim tables in DWDataMart were not available until 12/31/2050.
  • TargetWarningDate in Service Level Objects (SLO) does not consider the working hours and days, as defined in the associated calendar.
  • Self service portal requests that contain attachments, generate erroneous failure messages even after successful generation.
  • For synchronizing the active directory connector with a specific domain controller, users cannot specify the domain controller in the LDAP query of the active directory connector.
  • System Center Configuration Manager 1802 was not supported for Configuration Manager Connectors in Service Manager.

Known issues and workarounds

Inconsistent formats for time in some areas

Description: The time format in some views, such as Workitems/IncidentManagement/All Incident, is not consistent with the system local settings. This issue might occur when you work with the views in unsealed Management Packs (MP).

Workaround: To resolve this issue, follow the steps:

  1. Export the Service Manager Incident Management Configuration Library management pack.
  2. Modify the management pack. Locate the LastModified column and modify the binding as shown below:

Before modification

<mux:Column Name="lastModified" DisplayMemberBinding="{Binding Path=$LastModified$, Mode=OneWay}" Width="150" DisplayName="Header_Last_Modified" Property="$LastModified$" DataType="s:DateTime" />

After modification

<mux:Column Name="lastModified" DisplayMemberBinding="{datebinding:DateBinding Path=$LastModified$, Mode=OneWay}" Width="150" DisplayName="Header_Last_Modified" Property="$LastModified$" DataType="s:DateTime" />

  1. Repeat steps 1–2 for columns that are named LastModified.
  2. Re-import the modified management pack.
  3. Restart the console.

This article provides the release notes for System Center 1801 - Service Manager (SM).

This article provides the release notes for System Center 2016 - Service Manager (SM).

Release Notes for System Center 1801 - Service Manager

The following sections detail the release notes for SM 1801 and include the known issues and workarounds.

SQL Server 2014 cardinality estimation might affect the performance of SM

Description: If your Service Manager database is running on SQL Server 2014 with the cardinality estimator set to the SQL Server 2014 version, you may experience slow performance.

Workaround: Switch the Cardinality Estimator (CE) for the SQL Server to use the SQL Server 2012 version. For more information on changing the Cardinality Estimator, see New functionality in SQL Server 2014 - Part 2 - New Cardinality Estimation.

Prerequisite for installing SM Authoring Tool

Description: Microsoft Visual C++ 2012 redistributable should be installed before deploying Service Manager 1801 Authoring Tool.

Workaround: None

Create Exchange Connector wizard might crash

Description: Creating a new Exchange Connector via Service Manager 1801 console throws an exception if the admin clicks on the "Test Connection" button in the "Server Connection" pane of "Create Exchange Connector" wizard.

Workaround: To work around this issue, avoid clicking "Test Connection" button in the "Create Exchange Connector" wizard. Instead, directly click the "Next" button, which internally tests the connection and does not crash the wizard.

If the crash has already occurred, you can restart the wizard and use this workaround.

Browsing domain in AD connector wizard raises error

Description: Error is raised on clicking “Browse” while choosing Domain or OU in AD connector wizard of Service Manager 1801 console.

Workaround: Install Microsoft Visual C++ 2012 Redistributable on the affected machine.

Error while creating a new software type configuration item

Description: The property “Is Virtual Application" in create Software configuration item form is mandatory, but the asterix (*) symbol is not shown for this property. Hence on clicking "Ok" or "Apply" button without setting this field throws an error and makes the form unusable.

Workaround: Reopen the create Software configuration item form, and fill all the details including the field "Is Virtual Application", before clicking on "Ok" or "Apply" button.

Manual steps to configure remote SQL Server 2014 reporting services

Description: During deployment of the Service Manager data warehouse management server, you can specify the server to which Microsoft SQL Server Reporting Services (SSRS) will be deployed. During setup, the computer that is hosting the data warehouse management server is selected by default. If you specify a different computer to host SSRS, you are prompted to follow a procedure in the Deployment Guide to prepare the server. However, if you use SQL Server 2014, you should instead use the following information to prepare the remote computer to host SSRS.

  • Copy Microsoft.EnterpriseManagement.Reporting.Code.dll from the Service Manager installation media to the computer that is hosting SSRS.

  • Add a code segment to the rssrvpolicy configuration file on the computer that is hosting SSRS.

  • Add an Extension tag to the existing Data segment in the rsreportserver configuration file on the same computer.

If you used the default instance of SQL Server, use Windows Explorer to drag Microsoft.EnterpriseManagement.Reporting.Code.dll (which is located in the Prerequisites folder on your Service Manager installation media) to the folder \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer\Bin on the computer that is hosting SSRS. If you did not use the default instance of SQL Server, the path of the required folder is \Program Files\Microsoft SQL Server\MSRS12.<INSTANCE_NAME>\Reporting Services\ReportServer\Bin. In the following procedure, the default instance name is used.

To copy the Microsoft.EnterpriseManagement.Reporting.Code.dll file

  1. On the computer that will host the remote SSRS, open an instance of Windows Explorer.

  2. For SQL Server 2014, locate the folder \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer\Bin.

  3. Start a second instance of Windows Explorer, locate the drive that contains the Service Manager installation media, and then open the Prerequisites folder.

  4. In the Prerequisites folder, click Microsoft.EnterpriseManagement.Reporting.Code.dll, and drag it to the folder that you located previously.

To add a code segment to the rssrvpolicy.config file

  1. On the computer that will be hosting SSRS, locate the file rssrvpolicy.config in the following folder:

    • For SQL Server 20014, locate \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer.
  2. Using an XML editor of your choice (such as Notepad), open the rssrvpolicy.config file.

  3. Scroll through the rssrvpolicy.config file and locate th code segments. The following code shows an example of a segment.

    
       class="UnionCodeGroup"
       version="1"
       PermissionSetName="FullTrust">
       <IMembershipCondition
          class="UrlMembershipCondition"
          version="1"
          Url="$CodeGen$/*"
       />
    
  4. Add the following segment in its entirety in the same section as the other segments.

    
       class="UnionCodeGroup"
       version="1"
       PermissionSetName="FullTrust"
       Name="Microsoft System Center Service Manager Reporting Code Assembly"
       Description="Grants the SCSM Reporting Code assembly full trust permission.">
       <IMembershipCondition
          class="StrongNameMembershipCondition"
          version="1"
          PublicKeyBlob="0024000004800000940000000602000000240000525341310004000001000100B5FC90E7027F67871E773A8FDE8938C81DD402BA65B9201D60593E96C492651E889CC13F1415EBB53FAC1131AE0BD333C5EE6021672D9718EA31A8AEBD0DA0072F25D87DBA6FC90FFD598ED4DA35E44C398C454307E8E33B8426143DAEC9F596836F97C8F74750E5975C64E2189F45DEF46B2A2B1247ADC3652BF5C308055DA9"
    />
    
  5. Save the changes and close the XML editor.

To add an Extension tag to the Data segment in the rsreportserver.conf file

  1. On the computer hosting SSRS, locate the file rsreportserver.config in the following folder:

    • For SQL Server 2014, locate \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer.
  2. Using an XML editor of your choice (such as Notepad), open the rsreportserver.config file.

  3. Scroll through the rsreportserver.config file and locate the code segment. There is only one code segment in this file.

  4. Add the following Extension tag to the code segment where all the other Extension tags are:

    <Extension Name="SCDWMultiMartDataProcessor" Type="Microsoft.EnterpriseManagement.Reporting.MultiMartConnection, Microsoft.EnterpriseManagement.Reporting.Code" />
    
  5. Save the changes and close the XML editor.

SM console installed on a VMM Server causes VMM connector failure

Description: If the Service Manager console is installed on the same server as VMM, then you cannot use that Service Manager console to create a VMM connector to that VMM server.

Workaround: None, however you can use a different Service Manager console to create the VMM connector.

SM console installed on an Operations Manager management server causes an error

Description: Installing the Service Manager console on a Operations Manager management server is not supported.

Workaround: None.

Data Warehouse Setup might fail if the DB or log path has a single quote

Description: During Setup, if you specify a database or log path that includes a single quotation mark character ('), Setup might fail.

Workaround: None. The path that you specify cannot include a single quotation mark character.

Setup might fail if the SM Authoring Tool was installed earlier

Description: Setup might fail if you have previously installed any version of the Service Manager Authoring Tool.

Workaround: Remove the Service Manager Authoring Tool, and then retry Setup.

Setup does not install the Report Viewer language pack

Description: Setup includes a prerequisite checker that checks for and - if necessary, installs - the Microsoft Report Viewer. However, Setup does not install the Report Viewer Language Pack, which makes the Microsoft Report Viewer compatible with Windows operating systems that are configured to use languages other than English.

Workaround: If your system is configured to use a language other than English, you should manually install the Report Viewer Language Pack for that language.

SM Setup fails if a SQL Server instance contains a $ character

Description: If you attempt to install Service Manager using a named Structured Query Language (SQL) instance that contains a dollar sign ($) character, Setup fails.

Workaround: Use a SQL instance that does not contain the $ character in its name.

Orchestrator Connector Account Password cannot contain $ characters

Description: If the Orchestrator connector account password contains a $ character, the sync job completes, however runbooks are not updated in the Service Manager database.

Workaround: If your Orchestrator connector account password contains a $ character, change the password to one that does not include the $ character.

Information linked from Setup might not display localized content

Description: Information that is linked from Setup to the Setup log and to technical documentation might not display localized content. Setup logs in Service Manager are available in English only. Technical documentation is available in a variety of localized languages. Where available, localized technical documentation is displayed on TechNet; however, not all languages are available.

Workaround: None.

Errors might occur when you modify or delete Service Request template items

Description: When you create a service request using a request offering template and you modify or delete activities that are contained in the template, various errors might occur that prevent you from saving the service request.

Workaround: When you create service requests, avoid modifying or deleting activities that are contained in a request offering template. If necessary, you can create a new request offering template with only the activities that are necessary and configured properly for your intended use.

Configuration of Reporting Server might take a longer time

Description: When you install the data warehouse, validation of the default web server URL might take as long as 25 seconds to complete.

Workaround: None.

Double-Byte characters are sent incorrectly to search provider

Description: When you perform a knowledge search and you type double-byte characters in the Search Provider box, they are not sent correctly to the search website. Instead, erroneous characters are sent.

Workaround: None.

Sorting knowledge articles by date does not work

Description: When you try to sort knowledge articles by date, sorting does not work.

Workaround: None.

Active directory group expansion selection after upgrade

Description: When upgrading from System Center 2012 R2 - Service Manager to System Center 1801 - Service Manager, do not change the AD group expansion selection value in any AD connector (if it is OFF, let it remain OFF, if it is ON, let it remain ON), until the connector has run at least one time after the upgrade.

Workaround: None.

SM authoring tool console crashes while creating workflows

This issue is fixed.

Release Notes for System Center 2016 - Service Manager

The following sections detail the release notes for SM 2016 and include the known issues and workarounds.

Data warehouse installation might fail

Description: During Service Manager installation, the data warehouse installation might fail when Reporting and Analysis services are hosted on servers without the SQL Server Database Engine service.

Workaround: Install a temporary instance of the SQL Server Database Engine on servers with SQL Server Reporting Services and SQL Server Analysis Services, and then remove the temporary instance after installation.

Silverlight based Self Service Portal

  • Status in System Center 2016: Removed.
  • Replacement: A new HTML based Self Service Portal is available with System Center 2016 - Service Manager.

Microsoft IT GRC Process Management Pack SP1

  • Status in System Center 2016 : Removed.
  • Replacement: We recommend that you engage with proactive governance partners that can integrate into your current System Center investments.

Chargeback reports

  • Status in System Center 2016: Removed.
  • Replacement: None.

SQL Server 2014 Cardinality Estimation might affect the performance of SM

Description: If your Service Manager database is running on SQL Server 2014 with the cardinality estimator set to the SQL Server 2014 version, you may experience slow performance.

Workaround: Switch the Cardinality Estimator (CE) for the SQL Server to use the SQL Server 2012 version. For more information on changing the Cardinality Estimator, see New functionality in SQL Server 2014 - Part 2 - New Cardinality Estimation.

Prerequisite for installing SM Authoring Tool

Description: Microsoft Visual C++ 2012 redistributable should be installed before deploying Service Manager 2016 Authoring Tool.

Workaround: None

Create Exchange Connector wizard might crash

Description: Creating a new Exchange Connector via Service Manager 2016 console throws an exception if the admin clicks on the "Test Connection" button in the "Server Connection" pane of "Create Exchange Connector" wizard.

Workaround: To work around this issue, avoid clicking "Test Connection" button in the "Create Exchange Connector" wizard. Instead, directly click the "Next" button, which internally tests the connection and does not crash the wizard.

If the crash has already occurred, you can restart the wizard and use this workaround.

Browsing domain in AD connector wizard raises error

Description: Error is raised on clicking “Browse” while choosing Domain or OU in AD connector wizard of Service Manager 2016 console.

Workaround: Install Microsoft Visual C++ 2012 Redistributable on the affected machine.

Error while creating a new Software type configuration item

Description: The property “Is Virtual Application" in create Software configuration item form is mandatory, but the asterix (*) symbol is not shown for this property. Hence on clicking "Ok" or "Apply" button without setting this field throws an error "The form could not be submitted for the following reasons: Property Is Virtual Application must be set", and makes the form unusable.

Workaround: Reopen the create Software configuration item form, and fill all the details including the field "Is Virtual Application", before clicking on "Ok" or "Apply" button.

Manual steps to configure remote SQL Server 2014 Reporting Services

Description: During deployment of the Service Manager data warehouse management server, you can specify the server to which Microsoft SQL Server Reporting Services (SSRS) will be deployed. During setup, the computer that is hosting the data warehouse management server is selected by default. If you specify a different computer to host SSRS, you are prompted to follow a procedure in the Deployment Guide to prepare the server. However, if you use SQL Server 2014, you should instead use the following information to prepare the remote computer to host SSRS.

  • Copy Microsoft.EnterpriseManagement.Reporting.Code.dll from the Service Manager installation media to the computer that is hosting SSRS.

  • Add a code segment to the rssrvpolicy configuration file on the computer that is hosting SSRS.

  • Add an Extension tag to the existing Data segment in the rsreportserver configuration file on the same computer.

If you used the default instance of SQL Server, use Windows Explorer to drag Microsoft.EnterpriseManagement.Reporting.Code.dll (which is located in the Prerequisites folder on your Service Manager installation media) to the folder \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer\Bin on the computer that is hosting SSRS. If you did not use the default instance of SQL Server, the path of the required folder is \Program Files\Microsoft SQL Server\MSRS12.<INSTANCE_NAME>\Reporting Services\ReportServer\Bin. In the following procedure, the default instance name is used.

To copy the Microsoft.EnterpriseManagement.Reporting.Code.dll file

  1. On the computer that will host the remote SSRS, open an instance of Windows Explorer.

  2. For SQL Server 2014, locate the folder \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer\Bin.

  3. Start a second instance of Windows Explorer, locate the drive that contains the Service Manager installation media, and then open the Prerequisites folder.

  4. In the Prerequisites folder, click Microsoft.EnterpriseManagement.Reporting.Code.dll, and drag it to the folder that you located previously.

To add a code segment to the rssrvpolicy.config file

  1. On the computer that will be hosting SSRS, locate the file rssrvpolicy.config in the following folder:

    • For SQL Server 2014, locate \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer.
  2. Using an XML editor of your choice (such as Notepad), open the rssrvpolicy.config file.

  3. Scroll through the rssrvpolicy.config file and locate th code segments. The following code shows an example of a segment.

    
       class="UnionCodeGroup"
       version="1"
       PermissionSetName="FullTrust">
       <IMembershipCondition
          class="UrlMembershipCondition"
          version="1"
          Url="$CodeGen$/*"
       />
    
  4. Add the following segment in its entirety in the same section as the other segments.

    
       class="UnionCodeGroup"
       version="1"
       PermissionSetName="FullTrust"
       Name="Microsoft System Center Service Manager Reporting Code Assembly"
       Description="Grants the SCSM Reporting Code assembly full trust permission.">
       <IMembershipCondition
          class="StrongNameMembershipCondition"
          version="1"
          PublicKeyBlob="0024000004800000940000000602000000240000525341310004000001000100B5FC90E7027F67871E773A8FDE8938C81DD402BA65B9201D60593E96C492651E889CC13F1415EBB53FAC1131AE0BD333C5EE6021672D9718EA31A8AEBD0DA0072F25D87DBA6FC90FFD598ED4DA35E44C398C454307E8E33B8426143DAEC9F596836F97C8F74750E5975C64E2189F45DEF46B2A2B1247ADC3652BF5C308055DA9"
    />
    
  5. Save the changes and close the XML editor.

To add an Extension tag to the Data segment in the rsreportserver.conf file

  1. On the computer hosting SSRS, locate the file rsreportserver.config in the following folder:

    • For SQL Server 2014, locate \Program Files\Microsoft SQL Server\MSRS12.MSSQLSERVER\Reporting Services\ReportServer.
  2. Using an XML editor of your choice (such as Notepad), open the rsreportserver.config file.

  3. Scroll through the rsreportserver.config file and locate the code segment. There is only one code segment in this file.

  4. Add the following Extension tag to the code segment where all the other Extension tags are:

    <Extension Name="SCDWMultiMartDataProcessor" Type="Microsoft.EnterpriseManagement.Reporting.MultiMartConnection, Microsoft.EnterpriseManagement.Reporting.Code" />
    
  5. Save the changes and close the XML editor.

SM console installed on a VMM Server causes VMM connector failure

Description: If the Service Manager console is installed on the same server as VMM, then you cannot use that Service Manager console to create a VMM connector to that VMM server.

Workaround: None, however you can use a different Service Manager console to create the VMM connector.

SM console installed on an Operations Manager management server causes an error

Description: Installing the Service Manager console on a Operations Manager management server is not supported.

Workaround: None.

Data Warehouse Setup might fail if the DB or log path has a single quote

Description: During Setup, if you specify a database or log path that includes a single quotation mark character ('), Setup might fail.

Workaround: None. The path that you specify cannot include a single quotation mark character.

Setup might fail if the SM Authoring Tool was installed

Description: Setup might fail if you have previously installed any version of the Service Manager Authoring Tool.

Workaround: Remove the Service Manager Authoring Tool, and then retry Setup.

Setup does not install the Report Viewer language pack

Description: Setup includes a prerequisite checker that checks for and - if necessary, installs - the Microsoft Report Viewer. However, Setup does not install the Report Viewer Language Pack, which makes the Microsoft Report Viewer compatible with Windows operating systems that are configured to use languages other than English.

Workaround: If your system is configured to use a language other than English, you should manually install the Report Viewer Language Pack for that language.

SM Setup fails if a SQL Server instance contains a $ character

Description: If you attempt to install Service Manager using a named Structured Query Language (SQL) instance that contains a dollar sign ($) character, Setup fails.

Workaround: Use a SQL instance that does not contain the $ character in its name.

Orchestrator Connector Account Password cannot contain $ characters

Description: If the Orchestrator connector account password contains a $ character, the sync job completes, however runbooks are not updated in the Service Manager database.

Workaround: If your Orchestrator connector account password contains a $ character, change the password to one that does not include the $ character.

Information linked from Setup might not display localized content

Description: Information that is linked from Setup to the Setup log and to technical documentation might not display localized content. Setup logs in Service Manager are available in English only. Technical documentation is available in a variety of localized languages. Where available, localized technical documentation is displayed on TechNet; however, not all languages are available.

Workaround: None.

Errors might occur when you modify or delete Service Request template items

Description: When you create a service request using a request offering template and you modify or delete activities that are contained in the template, various errors might occur that prevent you from saving the service request.

Workaround: When you create service requests, avoid modifying or deleting activities that are contained in a request offering template. If necessary, you can create a new request offering template with only the activities that are necessary and configured properly for your intended use.

Configuration of Reporting Server might take a longer time

Description: When you install the data warehouse, validation of the default web server URL might take as long as 25 seconds to complete.

Workaround: None.

Double-Byte characters are sent incorrectly to Search Provider

Description: When you perform a knowledge search and you type double-byte characters in the Search Provider box, they are not sent correctly to the search website. Instead, erroneous characters are sent.

Workaround: None.

Sorting of Knowledge Articles by Date does not work

Description: When you try to sort knowledge articles by date, sorting does not work.

Workaround: None.

Active Directory group expansion selection after upgrade

Description: When upgrading from System Center 2012 R2 - Service Manager to System Center 2016 - Service Manager, do not change the AD group expansion selection value in any AD connector (if it is OFF, let it remain OFF, if it is ON, let it remain ON), until the connector has run at least one time after the upgrade.

Workaround: None.

SM authoring tool console crashes while creating workflows

This issue is fixed.

Next steps

What's new in Service Manager