set first response via email

Andy_LeopoldAndy_Leopold Customer IT Monkey ✭
Does anyone know if you can set first response or "acknowledge" an IR/SR via email? 

Answers

  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    Hi Andy,

    Yes, this is possible via configuration in the Exchange Connector. By default, users would use the "[Acknowledged]" keyword, but that can be configured (see below).



    Thanks,
    Nick
  • Andy_LeopoldAndy_Leopold Customer IT Monkey ✭
    thanks Nick, is there a requirement for the email notification that we use in order to tie the ACK to the Incident?

  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    Hi Andy,

    In order to acknowledge via email, any inbound email sent to the Exchange Connector account with the tag "[Acknowledged]" in the body will do the trick.

    Thanks,
    Nick
  • Andy_LeopoldAndy_Leopold Customer IT Monkey ✭
    thanks again Nick, how does SCSM know what incident to Ack then>?
  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    The Exchange Connector looks for the Incident number in tags as well. For Example:

    From: user@company.com
    To: exchangeconnector@company.com
    Subject: [IR1234] - Help With Computer
    Body: [Acknowledged] Something Something etc

  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    Same goes for other Work Item types as well. Additionally, if there isn't a Work Item number in brackets, the Exchange Connector will trigger the "Creation Workflow" instead of the "Update Workflow." In other words, a new Work Item would be created. This is all configurable in the Exchange Connector Settings itself.
  • Andy_LeopoldAndy_Leopold Customer IT Monkey ✭
    thanks again Nick, i have it working for IR's now. But not fore SR's, is there a class extension that needs to be done in order for it to work for SR's?
  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    I believe the Exchange Connector only supports the Acknowledge keyword for the Incident class.
  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
    edited April 17
    @Nicholas_Velich is correct there. The Microsoft Exchange Connector can only leverage that keyword against Incidents.


    But the SMLets Exchange Connector supports [acknowledged] on Service Requests!

    Cireson Community Thread
    GitHub
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