SCSM 2012 – “My Requests” Not Populating on Self-Service Portal (SSP)

(Note: this is a work in progress, so check back for updates. Feedback always welcome).

No Active Incidents

…although I have about 15, they aren’t displaying on my portal.

Working with Microsoft (also a great job by our new SSP expert, Will S.), we’ve been tackling a problem on our SCSM 2012 SSP.  Although we have a number of incidents in our queue, we don’t always see any under the MY INCIDENTS section of the portal.  Some of us do, some of us don’t and this changes from day-to-day.

The root cause of this problem is the way Silverlight handles data retrieval coupled with our poor SCSM 2012 data retention plan.

Silverlight Data Query limitation – The default max message size (# of bytes which can be queried) by the Silverlight portal module from the portal WCS is 2147483647 = ~2GB.  We have some technicians, with attachments, email chains, etc. that exceed this and this is an issue.  To increase the size:

So here’s a workaround (thanks Ruth PSA), but it’s a little tricky, so please try this in a non-production environment first since a reinstall of the portal may be required if this blows up (you’ve been warned):

  1. Log into the portal web content server
  2. Go to C:\inetpub\wwwroot\System Center Service Manager Portal\ContentHost
  3. Backup entire clientBin folder (just in case you need to revert back)
  4. Copy MyRequestsSilverlightModule.xap to a temp folder (e.g. to c:\temp) and rename it to MyRequestsSilverlightModule.zip
  5. Unzip MyRequestsSilverlightModule.zip
  6. Open ServiceReferences.ClientConfig in notepad
  7. Change value of maxReceivedMessageSize to greater than default value of 2147483647. e.g. setting it to 2683305984 increases it by ~512MB.
  8. Zip the extracted files in step #5 along and replace ServiceReferences.ClientConfig  with the modified  file from step #6.
  9. Rename the zipped file from step# 8 to MyRequestsSilverlightModule.xap
  10. Copy MyRequestsSilverlightModule.xap from step#9 to C:\inetpub\wwwroot\System Center Service Manager Portal\ContentHost\clientbin

The second item, data retention was something we implemented to support audit requirements.  We keep all our items in the default SCSM 2012 database for 3-years or longer. This audit requirement was met with the deployment of our SCSM data warehouse, but I never went back and changed our retention settings.

Making both of these changes fixed our portal problem and also improved its performance.

DS

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About Doug Sigmon

IT Helpdesk manager in southern California. Love technology, gadgets, and golf.
This entry was posted in SCSM 2012, Self Service Portal and tagged , , . Bookmark the permalink.

5 Responses to SCSM 2012 – “My Requests” Not Populating on Self-Service Portal (SSP)

  1. Rob says:

    Followed your directions and am still getting this issue. Would you have any other suggestions?

    • dougsigmon says:

      Rob, do the incidents ever show up? Mine will eventually display after 10- to 15-minutes. Keep in mind, it only shows incidents you’ve submitted, not ones you’ve been assigned.

      We only use the built-in SCSM 2012 portal for our customers submitting incidents. I moved us to a Cireson product and have been very pleased with its performance and features.

      http://www.cireson.com/app-store/web-console/

      DS

  2. Rob says:

    I’ve never left the page opened for that long. I will leave a windows open to see if it ever opens. We have also looked at that company for other software packages. Ok thanks

  3. Rob says:

    It’s weird the next option at the bottom showed up so I can click on it. No requests but at least I have a next.

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