SCSM Email Integration Part 4.1.1 – Receiving Comments

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Introduction

Alright! So SCSM now emails out, but what about receiving emails?

The goal for this section is to enable the following feature: emails to a help-desk account which contain a work item ID in their subject line should be automatically added as a work item comment.

Overview:

  1. Email arrives at help desk email mailbox.
  2. Email contains a subject line with a work item ID such as ‘IR123’.
  3. SCORCH checks the mailbox and finds such messages.
  4. SCORCH processes the messages appropriately and adds SCSM comments.

The interesting thing about this workflow is that it doesn’t require any configuration on the SCSM side beyond what we’ve already done. The next blog posts will outline the SCORCH runbooks required to make all this work.

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2 thoughts on “SCSM Email Integration Part 4.1.1 – Receiving Comments

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

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

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