Send Email Task from Portal

John_BeasleyJohn_Beasley Customer IT Monkey ✭

I am wondering how the Send Email function works from the portal. I am able to send and it adds a comment to the incident but what about replies. Do I have to use the exchange connector or is this self sufficient. I can make it work with the Exchange Connector but it overrides the assigned to user with whatever template is assigned. I am really needing to get this to work.


Respectfully,


John

Answers

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

    Send Email just sends an email. You would need the Exchange Connector or @Adam_Dzyacky's alternative to handle replies back to SCSM/Exchange.

  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭

    Actually, it sounds like you're describing an often misconfigured step within the stock Microsoft connector that I think many SCSM Admins have fallen victim to - I know I did! Your update Template that is used shouldn't have any values set on it. It should just be entirely blank.

    If however said Template features an Assigned To that would explain why every update/reply it flips the Assigned To.

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