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SCSM EMAIL RRS feed

  • Question

  • Request youll please help me for SCSM Email configuration. 

    I would like to implement SCSM ticketing tool in my company.

    I have downloaded SCSM 2012 R2.

    Agenda: If user sents an email to helpdesk admin,then user would get Automatic reply with case id number.Please let me know for thiof SCSMs task,what are the Prerequisites exactly.

    For the above SCSM management server instgallation is enough or i need to install some other parts of SCSM.

    I have already inslled 3 pcs

    1pc: DC (DC dont have any softwres installed

    2pc: Windows 2012 R2 server installed.Sql Enterprise 2012 installed.SCSM configuration manager installed.

    In my Gmail i have Enabled the Less secure Apps & IMAP enabled (fOR TESTING THE GMAIL in SCSM test environment)

    Have created gmail in SCSM connecotr successfully.But when i sent an ewith case id.

    mail mail to helpdesk ,am not getting any Automatic reply with case id.

    Once the gmail is success,then i will test the same in Production with my Exchange.

    Once the above test pass, then i need to give a demo to my manager & make it into Production.

    I have searched lot of google pages,but no luck.

    Am not getting proper information from Google.

    email id: mcsewindows2@gmail.com 

    Once again m teling my aim is to configure SCSM: IF USER SEND A EMAIL TO HELPDESK ADMIN,THEN USER SHOULD GET AUTOMATIC REPLY WITH CASE ID NUMBER.

    PLEASE HELP ME OUT ON THIS.

    Thanks & Regards,

    Hari Haran

    Sunday, February 15, 2015 6:49 PM

Answers

  • Hi Hari,

    You have to create notification templates and set up the workflow. Use the Administration guide and this link as a start point.


    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    • Marked as answer by Yan Li_ Thursday, February 26, 2015 6:02 AM
    Monday, February 16, 2015 8:19 AM

All replies

  • Hi All,

    Request youll please help me for SCSM Email configuration. I dont wat any 

    I would like to implement SCSM ticketing tool in my company.

    I have downloaded SCSM 2012 R2.

    Agenda: If user sents an email to helpdesk admin,then user would get Automatic reply with case id number.Please let me know for thiof SCSMs task,what are the Prerequisites exactly.

    For the above SCSM management server instgallation is enough or i need to install some other parts of SCSM.

    I have already inslled 3 pcs

    1pc: DC (DC dont have any softwres installed

    2pc: Windows 2012 R2 server installed.Sql Enterprise 2012 installed.SCSM configuration manager installed.

    In my Gmail i have Enabled the Less secure Apps & IMAP enabled (fOR TESTING THE GMAIL in SCSM test environment)

    Have created gmail in SCSM connecotr successfully.But when i sent an ewith case id.

    mail mail to helpdesk ,am not getting any Automatic reply with case id.

    Once the gmail is success,then i will test the same in Production with my Exchange.

    Once the above test pass, then i need to give a demo to my manager & make it into Production.


    I have searched lot of google pages,but no luck.

    Am not getting proper information from Google.

    email id: mcsewindows2@gmail.com 

    Once again m teling my aim is to configure SCSM: IF USER SEND A EMAIL TO HELPDESK ADMIN,THEN USER SHOULD GET AUTOMATIC REPLY WITH CASE ID NUMBER.

    PLEASE HELP ME OUT ON THIS.

    Thanks & Regards,

    Hari Haran


    • Merged by Yan Li_ Tuesday, February 17, 2015 2:04 AM duplicated
    Sunday, February 15, 2015 6:30 PM
  • Hi Hari,

    You have to create notification templates and set up the workflow. Use the Administration guide and this link as a start point.


    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    • Marked as answer by Yan Li_ Thursday, February 26, 2015 6:02 AM
    Monday, February 16, 2015 8:19 AM
  • Hi Marat,

    I have followed the above said link & configured the templates and set up the workflow successfully.

    But still am facing the issue with Configuration of Exchange connector 3.1, am unable to configure it.

    Am almost done with SCSM, but pending with Exchange connector 3.1, If its configured,then i will make SCSM in Production.

    Please help me at the earliest.

    Thanks,

    Hari Haran.

    Sunday, March 1, 2015 1:31 PM
  • There are 2 things needed in SCSM to get your requirement done:
    "IF USER SEND A EMAIL TO HELPDESK ADMIN" -> For this you need to configure the Exchange Connector (Exchange Connector is only processing incoming emails) -> The Exchange Connector will create a new Incident based on the incoming e-mail.

    THEN USER SHOULD GET AUTOMATIC REPLY WITH CASE ID NUMBER -> For this you need to configure the Notification in SCSM -> SCSM console -> Notification -> Channels & Templates & Subscriptions (you can create a notification subscription -> send email when new incident is created)

    Hope this helps.


    Andreas Baumgarten | H&D International Group

    Sunday, March 1, 2015 9:51 PM
  • Hi All,

    I have configured Subcription,channel & templates. Have configured Exchange configuration via ScUtil connector. 

    Still the Automatic case id is not coming to Email sender.

    Please suggest me on the same.

    Thanks,

    Hari Haran.

    Wednesday, March 4, 2015 8:48 AM
  • But you added the "ID" in your notification template (in the subject of the mail)? You did this by using the button "Insert" and picking the ID to add to the notification template?

    Andreas Baumgarten | H&D International Group

    Wednesday, March 4, 2015 8:57 AM
  • Hi,

    I have added the ID by click on Insert in Notification Template. Still the same issue persists.

    Please suggest me on this.

    Thanks & Regards,

    Hari Haran.

    Wednesday, March 4, 2015 10:06 AM
  • Hari,

    Pls attach the screenshot of your mail template here.


    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    Wednesday, March 4, 2015 10:09 AM