Service Manager has a lot of great features, but sadly, none of them is e-mail communication with users. This is especially a problem for sending e-mail notifications to more than one users and to external users.
I have come up with a workaround for this be using the Service Manager Exchange connector and by creating a task that is able to open a new e-mail message in outlook with incident information.
First we will create the Visual Basic script that launches a new e-mail with Outlook. An ideal way to create the script is to put it on a network share where everybody can reach it, we are only using terminal servers when working with Service Manager, so this was the best solution for us.
For example, create a new network share called “scripts” on your SCSM server with read permissions. Then copy and adopt the code below to fit your needs (sorry for not using English variables, I’ll fix this soon).
Now we can create a new Service Manager task, go to “Library –> Tasks” and create a new task. Here it’s important that you send the proper parameters from Service Manager to the script.
Here’s the parameters I use for my script:
“[$Context/Property[Type='WorkItem!System.WorkItem']/Id$]” “$Context/Property[Type='CoreIncident!System.WorkItem.Incident']/Status$” “$Context/Property[Type='WorkItem!System.WorkItem']/Title$” “$Context/Property[Type='WorkItem!System.WorkItem']/CreatedDate$” “$Context/Property[Type='WorkItem!System.WorkItem.TroubleTicket']/Priority$” “$Context/Property[Type='WorkItem!System.WorkItem']/Description$”
Now for the last part, we have to do some Exchange modification. Because we want to get the messages in Service Manager when a user replies, we have to be able to send e-mail on behalf of the firstname.lastname@example.org user, therefor go to your Exchange Management Console and open Reciepient Configuration and right click the mailbox and chose to configure “Manage Send As Permissions”. Add your Service Manager user to this list, so that they are able to send e-mails.
After this, I have also come up with a solution for recieving e-mail notifcations when users replies to the messages. I have done this by adding a “Case handler” tag in the outgoing e-mail, it uses the Service Manager user’s intial to create a unique tag in the e-mail.
Like this [CH:KEK] that we can set up a transport rule in Exchange to send a copy of the message to the Service Manager user that has sent the e-mail.
To configure this transport rule, once again open you Exchange Management Console and go to “Organization configuration -> Hun transport” and chose the tab “Transport rules”. From here create a new rule with like the example below.
Hope this comes in handy to someone else, now this last part I think will be not necessary with the new Exchange Connector 3.0, because it allows you to monitor more than one Exchange account. Therefore you can have one account for new service requests and one for incoming e-mail replies. I then believe it’s possible to create some sort of notification in Service Manager. Another solution I have seen is to create a management pack that monitors the action log, I’ve not used this, but I’ll might take a look at it when I upgrade to 2012. Because, unfortunately I have read somewhere, that it is still not possible to get the notifciation from the action log with creating regular workflows in the GUI.