SCSM Outlook Console - Create work item (Incident/Service Request) for

Jacky_Gross

Jacky_Gross Customer Adept IT Monkey ✭✭

May 2020 in Outlook Console

When creating an work item from an outlook email, the Affected User is correctly filled only if is already created in Users (config items - from import or manually). If it's a new user (external email address), it doesn't create the user before so you have to manually create it first and then use the functionality.

With all connectors (Exchange/POP) this is done automatically ... should I set up differently to create the Affected User so that I don't have to do it manually?

Regards,

Jacky

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Answers

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

May 2020

@Jacky_Gross - Do you have a list of users that might potentially email in? If you have a CSV of those users, you could use an Asset Import connector to create the users in SCSM. I'm not sure how else you could do it without knowing ahead of time who might be emailing in.

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