Sign in
 
Home2012Previous VersionsLibraryForumsGallery
System Center TechCenter >
> 
> 
Is the "Request user input" functionality improved in 2012?

Answered Is the "Request user input" functionality improved in 2012?

  • Monday, August 06, 2012 8:16 PM
     
     
    Sign In to Vote
    0

    Is the "Request user input" functionality improved in 2012?

    Or is there any way to ask user’s input from the Console and have their input updated on the “Action log”?

    This would be a great scenario:

    1. Analyst hits the “Request User input”. Fills the box and hits OK.
    2. An email is sent to the user
    3. User replies to the email and user’s response would automatically be added to the action log
    4. Analyst also receives a notification email that the incident is updated by the user

    Thanks,

    Parisa

     

All Replies

  • Monday, August 06, 2012 8:24 PM
    Moderator
     
     Answered
    Sign In to Vote
    0

    The scenario can be done with the SCSM Exchange Connector 3.0 and Sendmail solution (in the same download file):

    System Center 2012 Service Manager – Exchange Connector 3.0 Release Candidate

    Exchange Connector 3.0 RC Released!

    Andreas Baumgarten | H&D International Group

     
  • Monday, August 06, 2012 8:39 PM
     
     
    Sign In to Vote
    0
    Wow, thanks Andreas! even though it's not fully supported by Microsoft :-)

    We use SMTP as an email notification channel to send emails to the users when the incident is created, resolved and to some analyst when the incident is assigned to and etc.

    can we still use that and just use the Exchange connector for the "user input" scenario?

     

     
  • Monday, August 06, 2012 8:50 PM
    Moderator
     
     Answered
    Sign In to Vote
    0

    The Sendmail solution is using the same mechanism (SMTP) than SCSM is using for sending notifications like you described (topic 1+2 in your list). 

    The Exchange Connector is only for receiving mails from an Exchange Server 2007/2010 mailbox. The Exchange Connector can handle emails as an update of an existing incident (topic 3 in your list). If Exchange Connector receives an "update email" you can apply an incident template to the related incident (for instance to modify the status).

    To cover topic 4 in your list you need a new workflow to notify the analyst.


    Andreas Baumgarten | H&D International Group

     
  • Monday, August 06, 2012 9:03 PM
     
     
    Sign In to Vote
    0
      How can I connect the updated email and Incident template? I mean, when you receive an updated email, how can you connect it to your workflow so that the incident template would get activated? Does it show up under workflow's Criteria?

    After installing the exchange connector, do you get an additional feature under your workflow criteria so that it would enable you check whether you have updated email regarding the incident?

    Another question is when user receives the email that their input is needed, they would reply it which would generate another ticket, how can I connect it to the existing ticket so that I can use the exchange connector's capabilities?


    • Edited by Parisa Sbak Monday, August 06, 2012 9:26 PM
    •  
     
  • Monday, August 06, 2012 9:30 PM
    Moderator
     
     Answered
    Sign In to Vote
    0

    If you add a new Exchange Connector you can specify 2 incident templates during the configuration:

    • First one will be applied to all new incidents
    • The second one will be applied to all "updated" incidents by an incoming email

    The Exchange Connector handles incoming mails (new incidents and updates on existing incidents). To "detect" emails with an update on an existing incident you need the Incident Id in square brackets in the subject of the incoming mail (e.g. [IR1234]).

    Installation and configuration of the Exchange Connector will not influence the configuration of workflows or criteria.

    My recommendation:

    • Download the Exchange Connector
    • Read the Deployment Guide
    • If you like the functions of the Exchange Connector give it a try with the installation and configuration (maybe you have a SCSM test system?)

    Andreas Baumgarten | H&D International Group

     
  • Monday, August 06, 2012 9:38 PM
     
     
    Sign In to Vote
    0

    I recently created a 2012 lab environment (mirror production) to test the upgrade process (our current production is still 2010 and we haven't been using the exchange connector in 2010 so this is why I am not familiar with that).  Thanks a lot for clarifying! J

    I think I can use that lab, if it doesn’t influence the workflows, right

     
  • Monday, August 06, 2012 9:43 PM
    Moderator
     
     
    Sign In to Vote
    0

    If your test lab is virtualized a snapshot won't hurt ;-). Also a backup of the SCSM servers might be an option. 

    If you don't like the Exchange Connector you can remove everything (in this order):

    1. Delete the Exchange Connector you added before
    2. Delete the Exchange Connector management packs and dlls

    done 

    Andreas Baumgarten | H&D International Group

     
  • Monday, August 06, 2012 9:45 PM
     
     
    Sign In to Vote
    0
    Thanks Andreas! I really appreciate your help on this!