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Workflow Criteria for external domain RRS feed

  • Question

  • HI 

    I would like to route all incidents came from lab.com (external Domain) to particular analyst.

    Please let us know workflow criteria.

    Thanks

    Krish

     

    Regards, H@ri

    Friday, February 20, 2015 6:51 AM

Answers

  • I can provide some "high-level" steps:

    • In the Exchange Connector you have to allow incoming mails from unknown users (uncheck "Only process emails from users in the CMDB" in the Exchange Connector settings).
    • A new user will be created by the Exchange Connector in the CMDB if the sending user is unkown in SCSM CMDB.
    • You can use a SCSM workflow with PowerShell or a Orchestrator runbook to provide additional information to the new cretaed user object, e.g. domain name, company, ...
    • Create a SCSM workflow to apply an Incident template based on the criteria of the affected user, for instance if "Company" of the affected user equals xyz ... or use any other property of the user object you filled by the previous workflow.

    Hope this helps. 


    Andreas Baumgarten | H&D International Group

    • Marked as answer by Krish Pala Friday, February 27, 2015 9:51 AM
    Monday, February 23, 2015 2:43 PM

All replies

  • soooo there is a major unstated premise here, that is, how are you receiving messages from this external domain? knowing how these incidents are different will determine how we can tell the difference and how we can route using a Console Workflow and Template.
    Friday, February 20, 2015 3:02 PM
  • Let's say Lab.com is our Client some of the counterparts will send mail to SCSM mail id.Those Incidents should route to a particular analyst.

    Note:The counter parts may chnage that is why we are planing to create a workflow like if incident create by the counterpart from Lab.com should assign to particular analyst.

    This is our requirement.

    Thanks

    Krish


    Regards, H@ri

    Sunday, February 22, 2015 8:31 PM
  • Are the users of lab.com already exist in the SCSM CMDB (by AD Connector sync or added manually)? Or are the users of Lab.com unknown in SCSM?

    If option 1: You can create a workflow based on the users details and apply an incident template.

    If option 2: You need to create a more complexe workflow (maybe with PowerShell) to get the information in SCSM sorted  and apply an incident template. 


    Andreas Baumgarten | H&D International Group

    Monday, February 23, 2015 8:07 AM
  • Lab.com is unknown domain to SCSM.Plese let me know the steps that I need to configure for this scenario.

    If I need to use the power shell let me know the power shell code for this.

     

    Regards, H@ri

    Monday, February 23, 2015 9:08 AM
  • I can provide some "high-level" steps:

    • In the Exchange Connector you have to allow incoming mails from unknown users (uncheck "Only process emails from users in the CMDB" in the Exchange Connector settings).
    • A new user will be created by the Exchange Connector in the CMDB if the sending user is unkown in SCSM CMDB.
    • You can use a SCSM workflow with PowerShell or a Orchestrator runbook to provide additional information to the new cretaed user object, e.g. domain name, company, ...
    • Create a SCSM workflow to apply an Incident template based on the criteria of the affected user, for instance if "Company" of the affected user equals xyz ... or use any other property of the user object you filled by the previous workflow.

    Hope this helps. 


    Andreas Baumgarten | H&D International Group

    • Marked as answer by Krish Pala Friday, February 27, 2015 9:51 AM
    Monday, February 23, 2015 2:43 PM
  • Thanks for the reply Could you please provide steps (ether power shell or orchestrator run book)to create workflow for creating additional information to the new created objects .

    Regards, H@ri

    Monday, February 23, 2015 4:10 PM
  • I haven't a "ready-to-go" example of a PowerShell script or Orchestrator runbook that fits your requirement. Sorry.


    Andreas Baumgarten | H&D International Group

    Monday, February 23, 2015 7:38 PM
  • To get started with PowerShell and SMLets maybe these two blog posts are helpful:

    Using SMLets Beta 3 Post #1 – Using Get-SCSMObject, Get-SCSMClass to Dump Data from SCSM

    Using SMLets Beta 3 Post #3–Using Set-SCSMObject to Bulk Update Properties on Objects

    Both are refering to the Beta 3 of the SMLets but still valid for the current version of SMLets.

    To get started with SCSM and Orchestrator this might be helpful: System Center 2012 Self-Study Guide (Part 6 - Orchestrator and Service Manager)

    Hope this helps.


    Andreas Baumgarten | H&D International Group

    • Proposed as answer by Yan Li_ Thursday, February 26, 2015 6:05 AM
    Monday, February 23, 2015 8:24 PM