none
Notification and incident assignement to vendor from which support contracts are signed

    Question

  • Dear All, we are using service manager 2012 with SP1. Can Service Manager allow to two-way integration (through email) to route our tickets to vendors for their support when required, and seek updates as communicated by vendor for the hardware/software under their maintenance, etc.

    As per our understanding, we can only assigned SM incidents to our domain users. Can we assigned our SM incident by using email address of any vendor which is using different domain like if I want to assign an IR to support@xyz.com then what should I do? Please suggest.


    Regards, Syed Fahad Ali

    Wednesday, September 18, 2013 3:00 PM

Answers

  • You can always create an account in AD and use the external email address on it, so when you assign the ticket you use the AD account, but the email will be sent to an external email. I do that all the time.

    • Proposed as answer by Pete Barbuto Thursday, September 19, 2013 6:33 PM
    • Marked as answer by Syed Fahad Ali Friday, November 15, 2013 8:23 AM
    Wednesday, September 18, 2013 5:36 PM
    • Configure the Exchange Connector in Service Manager (in case if this has not been done yet http://www.microsoft.com/en-au/download/details.aspx?id=38791)
    • make sure the Service Manager Workflow account is allowed to send/receive email from/to external recipients in the exchange environment.
    • Manually create the vendors Display Name, Email@, ...etc in the SM CMDB (instead of AD, as this is more secure and needs less maintain in the future), this can be done in the SM console > Configuration items > Users > add a new user
    • at this stage, you will be able to assign any Work Item (such as Icnident) to an external recipients
    • then the external recipient will be able to reply back to that email notification in order to update, resolved, closed, ... the Incident using the exchange connector parsing keyword.

    • Proposed as answer by Pete Barbuto Thursday, September 19, 2013 6:32 PM
    • Marked as answer by Syed Fahad Ali Friday, November 15, 2013 8:23 AM
    Thursday, September 19, 2013 3:21 AM

All replies

  • You can always create an account in AD and use the external email address on it, so when you assign the ticket you use the AD account, but the email will be sent to an external email. I do that all the time.

    • Proposed as answer by Pete Barbuto Thursday, September 19, 2013 6:33 PM
    • Marked as answer by Syed Fahad Ali Friday, November 15, 2013 8:23 AM
    Wednesday, September 18, 2013 5:36 PM
    • Configure the Exchange Connector in Service Manager (in case if this has not been done yet http://www.microsoft.com/en-au/download/details.aspx?id=38791)
    • make sure the Service Manager Workflow account is allowed to send/receive email from/to external recipients in the exchange environment.
    • Manually create the vendors Display Name, Email@, ...etc in the SM CMDB (instead of AD, as this is more secure and needs less maintain in the future), this can be done in the SM console > Configuration items > Users > add a new user
    • at this stage, you will be able to assign any Work Item (such as Icnident) to an external recipients
    • then the external recipient will be able to reply back to that email notification in order to update, resolved, closed, ... the Incident using the exchange connector parsing keyword.

    • Proposed as answer by Pete Barbuto Thursday, September 19, 2013 6:32 PM
    • Marked as answer by Syed Fahad Ali Friday, November 15, 2013 8:23 AM
    Thursday, September 19, 2013 3:21 AM