System Center Service Manager is an awesome product, but doesn’t offer much in the way of email integration ‘out of the box’.
- End-users get notified on ticket creation, new comments.
- Correspondence with end-users emails gets routed into ticket comments.
- Help desk can create service and incident requests directly from their email client.
- Help desk can easily convert service requests to incidents and vice-versa.
I’m used to using RT (Request Tracker). The goals don’t seem lofty, but it took me a while to really understand that Service Manager is -not- just a Microsoft version of Request Tracker. Though SCSM and RT are both issue tracking products, their approaches are very different. A couple of awesome third-party products exist that offer comprehensive email integration for SCSM (here’s to you Cireson!), but at my current position I have to roll my own solution. Long story.
I needed the following tools to accomplish the goals above. Please download them if you’re trying to follow along.
System Center Service Manager with:
System Center Orchestrator with:
- SCO Data Manipulation IP
- System Center 2012 R2 – Orchestrator Component Add-ons and Extensions, which contains:
- SCO Exchange User IP
- SCO Service Manager 2012 R2 IP
- Orchestrator Remote Tools 2.51
In the following blog series, I’ll focus on the goals one at a time:
- End-User notification upon ticket creation.
- End-User notification when analysts add a ticket comment.
- Ticket comment generation upon email receipt (from end users or analysts).
- Creating work items from an email client.
- Converting between IR’s and SR’s.
It might take a while to get all of this blogged out. Feel free to ping me if things are going too slow :). It’s good motivation.