SCSM Email Integration Part 3.2.2 – Runbook Design – SMMail_ProcTriggers – Rev2

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Introduction

Alright, our current goal is to modify the runbook originally created in this step:

Currently, the runbook routes one type of trigger email: initial work item email notifications. We need it to also route trigger emails for ‘new comment email notifications’.

Branches

In the previous post, we outlined the following branches for the runbook:

  • Main
    • Branch 1 – Initial Emails
      • Branch 1.1 – Incidents
      • Branch 1.2 – Service Requests
    • Branch 2 – Comment Updates
      • Branch 2.1 – Incidents
      • Branch 2.2 – Service Requests

The post outlined the Main branch, and Branch 1. We will now focus on Branch 2.

Activities

Branch 2 – Comment Updates

  1. Smart Link From: Main Branch Include: Subject from Check Inbox Starts With SCSM_Trigger_CommentUpdate
  2. (New Com) Sanitize subject Type: Data Manipulation -> Replace Text Input String: Subject from ‘Check Inbox’ Pattern: ” (double-quote character) Replacement Text: (blank)

Branch 2.1 – Comment Updates – Incidents

  1. Link From: ‘(New Com) Sanitize subject’
  2. (New Com) (IR) Get ID from Email Subject Type: Data Manipulation -> Match Pattern Input String: Output String from ‘(New Com) Sanitize subject’. Pattern: IR[0-9]+
  3. Smart Link From: ‘(New Com) (IR) Get ID from Email Subject’ Include: Matches Found from ‘(New Com) (IR) Get ID from Email Subject’ is greater than 0.
  4. (New Com) (IR) Invoke Runbook to Send Email Type: Runbook Control -> Invoke Runbook Invoke By Path: True Wait for Completion: True Parameter 1 Name: WorkItemID Parameter 1 Value: Match String from ‘(New Com) (IR) Get ID from Email Subject’.
  5. (New WI) (IR) Move to Processing Complete Type: Exchange User -> Move or Copy Item Configuration: helpdesk connector ID: ID from ‘Check Inbox’ Destination Folder: processing-complete

Branch 2.2 – Comment Updates – Service Request

Identical to Branch 2.1, but replace (IR) with (SR). Once this is done, we’re ready to create a runbook that actually generates and sends emails.

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4 thoughts on “SCSM Email Integration Part 3.2.2 – Runbook Design – SMMail_ProcTriggers – Rev2

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

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

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

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

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