Triggering an creating Runbook on the MS Orchestrator from System Center Service Manager (SCSM)

Question

Hi,

I am trying since many days to run my Runbook created on the SCOR 2022 from SCSM. That Runbook create an AD User.

I have created a Runbook Template from my Runbook and create a SR Template.

Then an RO and SO for creating AD User.

on the Portal I put there the User data and create an SR.

The SR show my "in Progress" and the Runbook on the SCOR is running, but it happened nothing.

I can run the Runbook manually without any issue. But with SCSM does not work.

All the Folder on the Runbook has enough Permissions.

What do I need to run my runbook from SCSM Server?

Thank you for help

Regards

Answer 1

To troubleshoot the issue of your runbook not executing from System Center Service Manager (SCSM) while it runs fine manually from System Center Orchestrator (SCOR), consider the following points:

1. Check for Unsupported Characters: Ensure that the data being passed from the SCSM service request does not contain unsupported characters. If there are unsupported characters, the runbook may not be created or processed correctly. You can refer to the error logs for any XML parse errors that might indicate this issue.
2. Permissions: Although you mentioned that all folders have sufficient permissions, double-check that the account used by SCSM to invoke the runbook has the necessary permissions in SCOR. The account must be a member of the Orchestrator System group to run successfully.
3. Runbook Configuration: Verify that the runbook is correctly configured to accept input from the SCSM service request. Ensure that the parameters in the runbook template match those being sent from the service request.
4. Service Request Template: Ensure that the service request template is correctly set up to invoke the runbook. Check that the runbook template is properly linked to the service request template and that all required fields are being populated.
5. Error Logs: Review the Orchestrator Runbook Service trace logs for any error messages that could provide more insight into why the runbook isn't completing as expected.
6. Testing: If possible, try simplifying the runbook to see if a basic version can be triggered successfully from SCSM. This can help isolate the issue.

By following these steps, you should be able to identify the cause of the problem and successfully trigger your runbook from SCSM.

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References:

• An Orchestrator runbook isn't created when users submit a Service Manager service request form
• Invoke Runbook