SCSM Email – Part 5.1.1 – Create Work Items from Email

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Alright! We’ve got inbound and outbound email configured for SCSM. Pretty sweet. Now let’s look at work item creation straight from the email client.

Here’s what it will look like:

  • Create two folders in your helpdesk email account: create-new-incident and create-new-service-request.
  • When you want to create a new work item from an email, just move the email to the corresponding folder.

Here’s what we need to make SCORCH do:

  • Check an email account’s specific subfolders.
  • Create a corresponding work item with a title based off of the email’s subject line.
  • If the work item is to be a service request, create a new review activity, modify its properties, and add it to the work item.
  • Figure out who the affected user should be based on the sender’s address, and relate it to the work item.
  • (optional) Figure out who’s ‘department group’ that the user belongs to in AD, and relate it to the work item. We do this for accounting and reporting purposes.
  • Write the contents of the email body into a comment, and relate it to the work item.

To do this, we’ll use five runbooks:

  1. SMMail_CreateNewIR
  2. SMMail_CreateNewSR
  3. SMMail_CreateNewSRActivity
  4. SMMail_RelateAffectedUser
  5. SMMail_RelateAffectedGroups

These runbooks will be detailed in subsequent blog posts.

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One thought on “SCSM Email – Part 5.1.1 – Create Work Items from Email

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

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