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Extending Service Manager: Custom Workflows with the Authoring Tool

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How to Use the Microsoft System Center Service Manager Authoring Tool — Step‑by‑StepMicrosoft System Center Service Manager (SCSM) Authoring Tool (often called the Authoring Tool) helps administrators and developers create and customize the data model, forms, workflows, and management packs that extend SCSM’s capabilities. This step‑by‑step guide explains how to install, configure, and use the Authoring Tool to build management packs, create classes, forms, workflows, and deploy your customizations to a Service Manager environment.

Prerequisites and preparations

  • Ensure you have a working SCSM environment (Service Manager server and console) and appropriate administrative permissions.
  • Install the Authoring Tool on a workstation that has network access to the SCSM management server and to the Service Manager console. The Authoring Tool is usually installed from the Service Manager installation media (or as part of Service Manager setup components).
  • Backup your Service Manager environment and management packs before importing new or updated management packs.
  • Decide on a versioning and naming strategy for your management packs to avoid conflicts. Use descriptive identifiers and increment version numbers for changes.

Step 1 — Install the Authoring Tool

  1. From the Service Manager installation media or package, run the Authoring Tool setup on a supported Windows workstation (matching SCSM-supported OS and prerequisites).
  2. Accept the license terms and follow prompts; install any required prerequisites (for example, .NET Framework versions specified by your Service Manager version).
  3. After installation, confirm the Authoring Tool appears in Start Menu (Microsoft System Center > Service Manager Authoring Tool).

Step 2 — Create a new Management Pack (MP) project

  1. Launch the Authoring Tool.
  2. Create a new management pack project using File > New > Management Pack. Provide:
    • Display name (friendly name shown in Service Manager)
    • Name (unique identifier, often in reverse‑DNS format, e.g., com.contoso.sm.custom)
    • Version (start with 1.0.0.0)
    • Description and company info (optional but recommended)
  3. Save the project to a source control directory if you use source control (highly recommended).

Step 3 — Design the data model (classes and relationships)

  1. In the Authoring Tool, open the Classes or Model view to define new classes that represent the data entities you need (for example, a custom CI type or business object).
  2. Create a new class:
    • Right‑click the Classes node > New > Class.
    • Provide a Display Name, Name, and Parent class (choose a suitable base class from the existing SCSM model such as System.WorkItem or System.ConfigurationItem depending on the object type).
    • Add properties (attributes) with types (string, integer, boolean, DateTime, enumeration, etc.). For each property set display name, name, and default value if needed.
  3. Define relationships (one‑to‑many, many‑to‑one, or many‑to‑many) where objects link to existing SCSM classes or your custom classes:
    • Right‑click Relationships > New Relationship.
    • Set source and target classes, multiplicity, and display names.
  4. Use naming conventions and documentation in property and class descriptions to aid maintainability.

Step 4 — Create forms (custom console forms)

  1. In the Authoring Tool, switch to the Forms view to design how objects will appear in the Service Manager console.
  2. Create a new form:
    • Right‑click Forms > New > Form. Choose the target class the form will edit or display.
    • Use the form designer to drag and drop controls, group properties, and set layouts (tabs, groups, labels, read‑only or required property settings).
    • Configure control bindings to the class properties and adjust control properties (formatting, default values).
  3. Create multiple forms if you need separate views for tasks, configuration items, or different user roles (analyst vs. end user).
  4. Save and associate the form with your class and optionally create or modify a view to surface objects in the console navigation.

Step 5 — Create workflows and automation

  1. From the Authoring Tool, add workflows to automate actions (for example, creation of related objects, state transitions, notifications). Workflows in SCSM are authored as Management Pack workflows that can leverage Orchestrator or runbook integration, or use built‑in workflows.
  2. To add a workflow:
    • Right‑click Workflows > New > Workflow. Choose the workflow type: Sequential, State, or Rule (and whether it is triggered on create/update/delete or manually).
    • Define conditions or triggers (e.g., when an object’s property changes or a new object is created).
    • Add activities: update object, create related object, send notification, call external script, invoke Orchestrator runbook, etc. Configure parameters for each activity.
  3. Test conditions and use variables intelligently to avoid infinite loops or excessive updates. Use “Write Action Log” activities to help during testing.
  4. Keep workflows modular: separate complex logic into smaller workflows or orchestrator runbooks to simplify maintenance.

Step 6 — Create views and templates

  1. Views let analysts find and filter instances of your classes in the console. Templates let analysts create new instances with prefilled values.
  2. In the Authoring Tool:
    • Create a new View: specify the target class, add columns (properties), set filters and sorting, and provide a display name.
    • Create a Template: bind values to properties and set default property values and related object presets. Templates can speed up repetitive tasks and enforce consistency.
  3. Associate views with console tasks or navigation folders if needed (some customizations require updating the console configuration).

Step 7 — Create knowledge articles and notifications (optional)

  • If your custom types require knowledge or notifications, author Knowledge articles and configure Notification templates within the management pack to use with workflows.

Step 8 — Validate and test your management pack

  1. Use the Authoring Tool validation feature to check for common errors, missing references, or model conflicts. Resolve warnings and errors.
  2. Export the management pack (or pack set) from the Authoring Tool. There are two common outputs:
    • Unsealed MP: editable after import (useful for development).
    • Sealed MP: compiled and protected; required for distributing finalized MPs. Seal only when ready, and ensure you have a strong naming/versioning plan.
  3. Import the management pack into a non‑production Service Manager management group first. In the Service Manager console: Administration > Management Packs > Import Management Packs.
  4. Test end‑to‑end: create objects, open forms, run workflows, validate views/templates, and confirm performance and logging. Check the Operations Manager console (if integrated) for alerts and the SCSM Workflow log for errors.

Step 9 — Troubleshooting common issues

  • Validation errors: check for missing references to core SCSM MPs; add required dependency MPs.
  • Workflow loops: ensure update activities don’t retrigger the same workflow unless intended. Use conditional checks or properties to mark processing state.
  • Form binding/display issues: verify property types and control bindings; confirm the form is associated with the correct class.
  • Import errors: check version conflicts and sealed/unsealed mixing; ensure MPs you depend on are present and compatible.
  • Performance: large workflows or heavy object graphs can slow SCSM. Optimize by minimizing polling, batching operations, and offloading heavy logic to Orchestrator where appropriate.

Step 10 — Deploy to production and maintain

  1. After thorough testing, increment the MP version and seal if desired. Import into production following your change control process.
  2. Monitor logs, support feedback, and be prepared to roll back by keeping previous versions available.
  3. Document your customizations, schema changes, and workflows. Store the Authoring Tool project in source control and track changes.
  4. Periodically review MPs after Service Manager updates or System Center upgrades to ensure compatibility.

Example: Create a simple custom CI and form (concise walkthrough)

  1. New MP project: Name = com.contoso.sm.custom.cm, Version = 1.0.0.0.
  2. New Class: Display Name = Contoso Printer, Parent = System.ConfigurationItem, Properties = Location (string), IPAddress (string), IsManaged (boolean).
  3. New Form: Target = Contoso Printer. Add fields for Location, IPAddress, IsManaged. Make IPAddress required.
  4. New View: Target = Contoso Printer. Columns = Display Name, Location, IPAddress, IsManaged. Filter = IsManaged = True.
  5. Workflow: On Create of Contoso Printer, if IsManaged = True then create related CI (for tracking) or send notification to technicians.
  6. Validate, export unsealed MP, import to test SCSM, create a Contoso Printer instance, verify form and workflow behavior.

Best practices and tips

  • Keep management packs modular: separate model, workflows, and UI changes into focused MPs.
  • Use unsealed MPs during development, seal only when stable and finalized.
  • Maintain dependency chains explicitly; list required MPs and their versions.
  • Use source control for MP projects and document changes.
  • Test in a staging environment that mirrors production.
  • Use clear naming conventions: organization prefix, functional area, and versioning.
  • Avoid changing built‑in SCSM core MPs; extend them by deriving new classes and relationships.

Final notes

Using the Authoring Tool effectively shortens customization time and reduces runtime issues when you follow a disciplined development process: design the model, build forms and views, automate with workflows, validate thoroughly, and deploy under change control.

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