SCSM Email Integration Part 2.2.2 – Runbook Design – “Process Email – General Routing”

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Introduction

This is a continuation of a series of posts about SCSM Email Integration. In this post, we will assume that SCORCH is already configured per the previous post.

Our goal now is to create a runbook that:

  1. checks an email account for emails matching a specific template
  2. forwards trigger information to a child runbook

Runbook Name: Process Email – General Routing

Here is an overview of the data-flow for our runbook:

  1. Every Minute
  2. Check the Helpdesk Inbox
  3. If any messages’ subjects match a certain string, trigger a child runbook.

Here’s what the activities will look like:

  1. Monitor Date/Time set for ‘every minute’.
  2. Exchange User Get Item
    Name: Get Items from Inbox
    Configuration: helpdesk mailbox
    Search Folder: Inbox
    Search Subfolders: False
    Filters: Subject Starts With ‘SCSM_Trigger_InitialEmail’
    Run Behavior: Flatten
  3. Invoke-Runbook
    Invoke by Path: True

Note that the ‘invoke-runbook’ target runbook will be blank for now since we haven’t created the child runbook.

Here’s a screenshot:

2.2.2-1

The exported runbook will be available at the conclusion of the series.

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11 thoughts on “SCSM Email Integration Part 2.2.2 – Runbook Design – “Process Email – General Routing”

  1. Pingback: How I Handle SCSM Email Integration – Part 2.2.1 – End-User notification upon ticket creation | windowsmasher

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

  3. Pingback: SCSM Email Integration Part 2.1.1 – New Work Items – SCSM Configuration | 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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