SCSM Email Integration Part 2.2.1 – New Work Items – Scorch Configuration

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Introduction

When we left off in Part 2.1, we had configured SCSM to send trigger emails to a helpdesk account when new Service Requests and Incidents’ are created. Now, we’ll configure SCORCH to receive these triggers, generate awesome emails, and send them out.

Note, this section will be broken into four blog posts:

  1. Part 2.2.1 – New Work Item – Scorch Configuration
  2. Part 2.2.2 – Runbook Design – ‘Process Email – General Routing’
  3. Part 2.2.3 – Runbook Design – ‘Process Email – SCSM Trigger Emails’
  4. Part 2.2.4 – Runbook Design – ‘Process Email – SCSM Trigger – Send Initial WI Email’

Here’s the design:

Orchestrator will:

  1. Check the helpdesk account for trigger emails.
  2. Process triggers.
  3. Generate email messages.
  4. Send email messages.

We will use three runbooks to accomplish this. This will allow us the necessary level of abstraction to accomplish other email integration goals outlined in future posts.

  1. The runbook ‘Process Email – General Routing’ will check for trigger emails. This runbook will also be used in future posts to route incoming comments.
  2. The runbook ‘Process Email – SCSM Trigger Emails’ will be triggered by the general routing runbook when a trigger email is found.
  3. the runbook ‘Process Email – SCSM Trigger – Send Intial WI Email’ will actually generate and send the email message.

In short, the data flow is:

  • ‘Process Email – General Routing’
    • ‘Process Email – SCSM Trigger Emails’
      • ‘Process Email – SCSM Trigger – Send Intial WI Email’

Here’s the step-by-step:

  1. Configure Scorch Integration Packs
    1. Data Manipulation IP
    2. Service Manager IP
    3. Exchange User IP
  2. Create the Runbooks
    1. Process Email – General Routing
    2. Process Email – SCSM Trigger Emails
    3. Process Email – SCSM Trigger – Send Intial WI Email

Step 1 – Configure Scorch Integration Packs

Overview:

  • Create AD Accounts.
  • Register and Deploy IP’s
  • Configure IP’s

Part A – Accounts

  1. Create an active directory account for scorch-scsm integration. I recommend a name such as ‘scorch-ipcon-scsm’.
  2. Give the AD account created in the previous step local admin rights on the scsm and scorch servers.

Part B – Register and Deploy IP’s

  1. Obtain the following Integration Packs
    1. SCO Data Manipulation IP
    2. System Center 2012 R2 – Orchestrator Component Add-ons and Extensions
  2. Extract the IP’s. I always extract build files to C:\Install_Files for easy reference and backups.
  3. Open System Center Orchestrator 2012 R2 Deployment Manager -> Integration Packs.
  4. Right-click the ‘Integration Packs’ node and choose ‘Register IP with the Orchestrator Management Server’
  5. Follow the wizard and register the following three integration packs:
    1. Orchestrator Integration Pack for Data Manipulation
    2. System Center Integration Pack for Exchange User
    3. System Center Integration Pack for System Center 2012 Service Manager
  6. Back in Deployment Manager -> Integration Packs, highlight the three new Integration Packs, then right-click and choose ‘Deploy IP to Runbook Server or Runbook Designer’.
  7. Follow the wizard. You want to deploy to the server running scorch, which is probably the same system from which you are already running Deployment Manager.
  8. Close Deployment Manager.

Part C – Configure IP’s

First we will configure the SCSM integration pack. Then, we will configure the Exchange integration pack. Note: we will need to configure two different exchange connectors. One for an exchange ‘connection’, and the other for the actual exchange mailbox.

  1. Open System Center 2012 R2 Orchestrator Runbook Designer.
  2. Choose ‘Options’ -> ‘SC2012 Service Manager’.
  3. On the ‘SC 2012 Service Manager’ -> ‘Connections’ screen click ‘Add’.
  4. On the ‘Connection’ screen enter a name for the connection such as ‘scsm’, and fill out the target SCSM server name (use the FQDN), username, password, and domain.
  5. Click ‘Test Connection’ to confirm, then click ‘OK’ then ‘Finish’.
  6. In Runbook Designer, click ‘Options’ -> ‘Exchange User’.
  7. On the ‘Exchange User’ -> ‘Prerequisite Configuration’ screen, click ‘Add’.
  8. On the ‘Add Configuration’ screen, enter a name such as ‘helpdesk connection’.
  9. Still on the ‘Add Configuration’ screen, choose ‘Exchange Configuration’ for the type.
  10. Still on the ‘Add Configuration’ screen, under ‘Properties’, fill out the following:
    Exchange Server Address: <your exchange server>
    Use Autodiscover: <depends, I chose ‘false’>
    User Name, Password, and Domain should be of the exchange account.
  11. Click ‘OK’ to save the ‘helpdesk connection’ exchange configuration.
  12. Back on the ‘Exchange User’ -> ‘Prerequisite Configuration’ screen, again click ‘Add’.
  13. On the ‘Add Configuration’ screen, enter a name such as ‘helpdesk mailbox’.
  14. Still on the ‘Add Configuration’ screen, choose ‘Exchange Configuration (Item Activity)’ for the type.
  15. Still on the ‘Add Configuration’ screen, under ‘Properties’, fill out the following:
    Exchange Server Address: <your exchange server>
    Use Autodiscover: <depends, I chose ‘false’>
    User Name, Password, and Domain should be of the exchange account.
    Item Type: E-Mail Message
  16. Click ‘OK’ to save the ‘helpdesk mailbox’ exchange configuration.

Step 2 – Create the Runbooks

This will be covered in subsequent blog posts as described at the top.

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11 thoughts on “SCSM Email Integration Part 2.2.1 – New Work Items – Scorch Configuration

  1. Pingback: How I Handle SCSM Email Integration – Part 2.1 – End-User notification upon ticket creation | windowsmasher

  2. Pingback: How I Handle SCSM Email Integration – Part 1 | windowsmasher

  3. Pingback: SCSM Email Integration Part 2.2.2 – Runbook Design – “Process Email – General Routing” | windowsmasher

  4. Pingback: SCSM Email Integration Part 2.2.3 – Runbook Design – “Process Email – SCSM Trigger Emails” | windowsmasher

  5. Pingback: SCSM Email Integration Part 2.2.4 – Runbook Design – “Process Email – SCSM Trigger – Send Initial WI Email” | windowsmasher

  6. Pingback: Part 3.1.1 – New Comments – SCSM Configuration | windowsmasher

  7. Pingback: SCSM Email Integration Part 3.2.1 – New Comments – Scorch Configuration | windowsmasher

  8. Pingback: Part 3.2.2 – Runbook Design – ‘Process Email – SCSM Trigger Emails’ – Rev2 | windowsmasher

  9. Pingback: SCSM Email Integration Part 3.2.3 – Runbook Design – ‘Process Email – SCSM Trigger – Send WI Comment Email’ | windowsmasher

  10. Pingback: SCSM Email Integration Part 4.1.1 – Receiving Comments | windowsmasher

  11. Pingback: How I Handle SCSM Email Integration – Navigation | windowsmasher

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