Part 4.1.2 – Receiving Comments – Runbook Design – ‘Process Email – General Routing’ – Rev2

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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 posts.

Our goal now is to extend the ‘Email General Routing’ runbook that we made previously.

Original Goals for this runbook:

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

Additional Goals:

  1. If an email arrives with a subject line containing [IR####] or [SR####], write the email to the corresponding ticket as a comment.

Runbook Name: Process Email – General Routing

Activities

Add the following activities:

  1. Link from ‘Every Minute’
  2. Get Items from Inbox
    Type: Exchange User -> Get Items
    Configuration: helpdesk
  3. Smart Link from ‘Get Items from Inbox’
    Include: Subject from ‘Get Items from Inbox’ matches pattern “.*SR[0-9]+.*”
    Include: Subject from ‘Get Items from Inbox’ matches pattern “.*IR[0-9]+.*”
    Exclude: Subject from ‘Get Items from Inbox’ starts with “SCSM_Trigger”.
  4. ProcInbondComments
    Type: Invoke Runbook
    Runbook Name: SMMail_ProcInboundComments
    Parameter 1 Name: emailID
    Parameter 2 Value: ID from ‘Get Items from Inbox’

Here is an image of the final runbook:

412-1

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One thought on “Part 4.1.2 – Receiving Comments – Runbook Design – ‘Process Email – General Routing’ – Rev2

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

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