Awhile back I announced that there would be a “resource kit” for Service Manager which would include a bunch of things that we already had put out on the blogs like…
and some new things…
We’ve decided that instead of packaging up all of this stuff as one downloadable “resource kit” package we would create a Tools/Downloads page on TechNet. Then we can add to it whenever we want and point to all kinds of locations like CodePlex, third party software vendors, blogs with tools attached, and microsoft.com/downloads to get releases from Microsoft. It will be one convenient place to get all the tools and solutions available for Service Manager and we can update it continuously without the overhead of a release.
While it will take just a couple more weeks to set up the Tools page on TechNet….
I’m pleased today to announce the release to microsoft.com/downloads the Exchange Connector and the Send Email solution! You can get it from here:
Note: allow up to 30 minutes from the posting of this blog post for worldwide replication on the microsoft.com/downloads site.
It’s taken awhile to build these solutions because I had them thoroughly tested by about 15-20 customers. These customers found bugs and submitted feature requests that I went ahead and implemented to expand the scope of the Exchange connector to include a lot of additional capabilities beyond the scope defined originally. The Exchange Connector now features the following capabilities:
The Send Email solution is a separate solution that I’ve packaged with the Exchange Connector for convenience, but it can be deployed with or without the Exchange connector technically. When you have both of them deployed and configured correctly you can enable the end-to-end lifecycle for emails around incident management. For example, an analyst can be looking at a ticket and click a ‘Send Email’ task to request additional information from the affected user. When the user replies to that email with the additional information, the incident is automatically updated.
Lastly a big, huge thank you to all the community testers that made this possible. You know who you are. I really appreciate the effort you put in to test these solutions, provide feedback, and report bugs! Thank You!
Update: Chris Ross put together a nice demo video of installing, configuring, and testing the Exchange connector . Thanks Chris!
Hi hope some of you out there have an answer for my problem here.
I need a way to route our incoming mails to a specified support group.
As for now the connector can only reed the workflow account so the scenario here is
that emails sent to
firstname.lastname@example.org and email@example.com both goes to the account firstname.lastname@example.org
Emails sent to these addresses will result in a new incident.
Is there any way to apply some workflow to see witch of this email addresses the mail was bound for.
In the out of the box exchange function, the entire email header was in the incident, and the solution was to check for a text string in the description field.
I like the new clean stile a lot more, but needs some way to route me email.
Some way it seems that we run into some bugs this week :-D.
If a user attache a dellevery error report, from the systems administrator in Exchange.
the connector wil stop prossesing emails.
This is with or without a emty mail body.
@note to my last post, missed that you have allready, replyed to @Erling about that.
Any new news about that ?
Or is it not going to ship before scsm 2012
We're doing exactly what you want to do regarding routing different e-mail addresses to different support groups by using the Exchange Connector.
All you need to do is create a mailbox for each of those addresses, setup a transport rule in Exchange to forward all e-mails to your workflow mailbox and prepend something to your subject.
email@example.com --> forward to firstname.lastname@example.org and prepend "(print) " to the subject.
In SCSM, you can create a workflow to capture incidents where their title that starts with "(print) " and apply a templates to setup the support groups.
We currently have 4 different e-mail addresses and it's working great for us!
Are there any news on exchange connector v2 release date?
@Kyriakos Ioannou - probably this week or next.
So the next release will fix a couple of bugs, it would give us the chance to manually configure the exchange web service url, anything else?
Any plans regarding adding the e-mail and its contents as an attachment to the incident?
The only other new "feature" is that it will take inline images in the message body and add those as attachments. I spent quite a bit of time trying to figure out how to get the email message from Exchange web service and store it as a .msg file attachment on the incident. As far as I can tell there is technically no way of doing that unfortunately. If anybody has any ideas please let me know.
You've probably seen/tried this, but just in case you didn't:
social.technet.microsoft.com/.../6205b9ed-e059-4be8-b302-78fdbe7154e7 (last post has this other link: www.independentsoft.de/.../downloadmessagetomsgfile.html)
Also, a small suggestion if you think that'd be possible:
If the user that sent the e-mail is the affected user, could it be possible to create a TroubleTicketHasUserComment relationship instead of a regular action log?
That'd help a lot for Analysts to be notified whenever the end user responds to their questions.
Thanks for those links! I wonder if it really will be that easy. I looked around for this information for hours. I'll see if I can get that into this next release.
I've already fixed the TroubleTicketHasUserComment issue. If the person updating the incident via email is the assigned to user i create a TroubleTicketHasAnalystComment. Otherwise I create a TroubleTicketHasUserComment.
@German - sorry its the other way around. If the sending user is the affected user then I create a TroubleTicketHasUserComment. Otherwise I create a TroubleTicketHasAnalystComment.
Awesome! That saved me from another -more complex- custom workflow! :)
Thank you very much!
We are using the Exchange Connector and Send Mail solution, and they work very nicely for us.
1 thing that we have noticed with the "request info from User" email is that if we have already sent the user an email, and try to send another email, then the workflow won't trigger as the message box is already "not empty"
does anyone have a suggestion for a workflow trigger that will help?
@Simon: The workflow should have more than just that... if you look at the SendEmail deployment doc you'll see that you have to manually edit the management pack to include also whenever the message itself changes (check pages 7 and 8).
Any news on the Exchange connector v 2?
Is there any way to debug missing userimport.
Our ad connectors are working well, but some useres are missing