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SCSM email notifications RRS feed

  • Question

  • Hello,

    As you may have already guessed from my previous forum posts, I am a recent user of SCSM. At my organisation we have already configured/implemented/customised the category’s, the incident forms, the views, SCSM data warehouse and user logins for analysts.

    This leads me to my next task and my question. I need to configure SCSM to notify via email for the following actions:-

    1) Email a user when automatically incident is opened, resolved and closed.

    2) Email an analyst automatically when a call is assigned to them.

    3) Email when a SLA is about to be breached.

    So here comes my question and my confusion, am I correct in thinking that to do this we will need to setup notifications via our SMTP? Alternatively, can this be done via the exchange connector or is this purpose of this connector to translate incoming emails into incidents?

    Hope this makes sense and I look forward to your replies and advice.

    Regards,

    John.

    Wednesday, February 29, 2012 1:13 PM

Answers

  • Hi John,

    The Exchange Connector is for processing incoming emails only. Outgoing emails need to be setup as notifications via SMTP. For this to work, you need to provide your SMTP server details on the Administration section under Notifications -> Channels.

    Then you can setup notifications either through workflows or with subscriptions.

    HTH

    • Marked as answer by John Roberson Wednesday, February 29, 2012 3:33 PM
    Wednesday, February 29, 2012 3:26 PM

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