none
SCSM 2016 Exchange Connector RRS feed

  • Question

  • Hello,

    In my environment, I have two Exchange Connectors setup; one for our Service Desk, and one for our Computer Access mailbox.

    Both are working as intended except for one issue. If someone replies to the email sent from the Computer Access mailbox, and it's got the parsing syntax within the Subject([incident number]) and the ticket is "resolved" - it'll add the email into the action log normally, but it does NOT reactive the ticket(the incident stays in a resolved status). This doesn't happen with the main Service Desk connector, if someone replies to the email with the parsing syntax in the subject, it'll add it to the action log and then reactivate the IR.

    Is there something I could be looking for? Both appear to be 1:1

    Thanks,

    Eric


    • Edited by Eric Roux Friday, September 6, 2019 8:35 PM Typo
    Friday, September 6, 2019 8:35 PM

Answers

  • Which Incident template do you have configured "on incident update" in both Exchange Connectors?

    It's the same template for both?

    You can get this done with choosing an Incicent Template with "Status = Active".

    Hope this helps.


    Andreas Baumgarten

    Tuesday, September 10, 2019 8:11 PM
    Moderator