{"id":1513,"date":"2010-05-31T22:31:34","date_gmt":"2010-05-31T20:31:34","guid":{"rendered":"http:\/\/contoso.se\/blog\/?p=1513"},"modified":"2010-06-09T20:58:14","modified_gmt":"2010-06-09T18:58:14","slug":"update-incidents-by-e-mail-in-service-manager-2010","status":"publish","type":"post","link":"http:\/\/contoso.se\/blog\/?p=1513","title":{"rendered":"Update incidents by e-mail in Service Manager 2010"},"content":{"rendered":"

Update: you can download my scripts here<\/a><\/span><\/p>\n

Out of the box Service Manager 2010 can generate incident based on incoming e-mails. But there is no default feature to update incidents based on incoming e-mails. In this post I will show you a solution to that. The flow of the e-mail will be<\/p>\n

    \n
  1. A end-user sends a e-mail to scsm@scsmserver.hq.contoso.local<\/li>\n
  2. The end-user is connected to the normal Exchange server, which will forward all e-mails for the scsmserver domain to my SCSM server<\/li>\n
  3. On the SCSM server a vbscript will see if the e-mail contains “Contoso-IR” or not. If it does the e-mail will be moved to a “UpdateSCSM” folder, else it will be moved to a “NewSCSM” folder. As then it will generate a new incident in Service Manager<\/li>\n
  4. Another vbscript will check all e-mails in the “UpdateSCSM folder”. The script will read “FROM” from each e-mail and which incident to update, it will then kick of a power shell script that will update the incident and attach the e-mail as related item.<\/li>\n<\/ol>\n

    Instead of having Service Manager looking at all incoming e-mails the first vbscript will look at them. If the script decides that it is a e-mail that should generate a new incident it will move them over to a another folder and let Service Manager handle it with the default feature. Before you start, make sure to enable incoming e-mails in Service Manager (Administration, Settings, Incident Settings, Incoming E-mails).<\/p>\n

    The first thing you need to configure is e-mail deliver to a folder. I use my Exchange 2010 machine to send all e-mails for the scsmserver.hq.contoso.local to my SCSM server. On my SCSM server I run IIS and the built-in SMTP feature. It will drop all e-mails to C:\\Inetpub\\mailroot\\drop. I have schedule the following vbscript to run every\u00c2\u00a0five minute to sort e-mails. If the e-mail contains “contoso-IR” it will be moved to the UpdateSCSM folder, else to the NewSCSM folder.<\/p>\n

    \"\"<\/a><\/p>\n

    \u00c2\u00a0<\/p>\n

    <\/a><\/p>\n

    Once the e-mail is moved to the new folder, in my case C:\\Inetpub\\maildrop\\drop\\newSCSM\\, the following scripts looks into it<\/p>\n

    \"\"<\/a><\/p>\n

    This script looks in all files and tries to find the incident ID. In the e-mail that\u00c2\u00a0SCSM send out to end-users about the incidents the subject contains Contoso-IRXX where XX is the incident ID.\u00c2\u00a0The script\u00c2\u00a0then take the file patch and the incidnet ID and starts a power shell script. This power shell script, see picture below, runs a cmdlet that my colleague Patrik<\/a> has build, you can download it here<\/a>. The Set-SCSMIncident cmdlet let you update a incident.\u00c2\u00a0The power shell script\u00c2\u00a0input a comment and attach the e-mail as a related item to the incident.<\/p>\n

    \"\"<\/a><\/p>\n

    \u00c2\u00a0<\/p>\n

    The following five pictures first show\u00c2\u00a0the notification template that sends a e-mail to the affected user when a incident is created. As you can see the subject line contains Contoso-IR<Incident ID>, that is also the string that we look for in incoming e-mails.\u00c2\u00a0In the last\u00c2\u00a0four pictures you can see the e-mail that a affected user recives when a incident is registered. The end-user replies with and includes the Contoso-IRXX in the subject line. In Service Manager the incident is updated in the action log and the e-mail is attached as a attached file.<\/p>\n

    If you have problem with open EML files, please take a look at this<\/a> post.<\/p>\n

    \"\"<\/a><\/p>\n

    \"\"<\/a>\"\"<\/a><\/p>\n

    \"\"<\/a>\"\"<\/a><\/p>\n

    \u00c2\u00a0<\/p>\n

    \u00c2\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

    Update: you can download my scripts here Out of the box Service Manager 2010 can generate incident based on incoming e-mails. But there is no default feature to update incidents based on incoming e-mails. In this post I will show you a solution to that. The flow of the e-mail will be A end-user sends … Continue reading →<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[25],"tags":[],"class_list":["post-1513","post","type-post","status-publish","format-standard","hentry","category-system-center-service-desk"],"_links":{"self":[{"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts\/1513","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1513"}],"version-history":[{"count":33,"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts\/1513\/revisions"}],"predecessor-version":[{"id":1589,"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts\/1513\/revisions\/1589"}],"wp:attachment":[{"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1513"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1513"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1513"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}