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An SMlets based Exchange Connector
I cannot preface the following enough:
- This is has only been tested in a development capacity. Know what you're getting into by trying this!
- This has only been tested against an on-premise Exchange server, but I honestly can't imagine how 365 is all that different given...
- This is using the identical Web Services API as required by the stock Exchange Connector (EWS API 1.2)
- It would probably make a great deal of sense to SMA/Azure runbook this and then inline script against your Workflow server
- I believe I have reproduced all functionality of the connector (v3.1), but it is entirely possible I've overlooked something
If this proves of benefit, you find a bug, see something that could be written cleaner/better, by all means please comment and/or re-share! As such, all 60kb of this has been published onto GitHub. I hope this provides a framework for you to innovate further on within your respective organizational processes.
The fun stuff - things this does, that the stock connector doesn't:
Minimum File Attachment Size
You can set a minimum size in KB. In doing so, files less than the defined size will not be added to the work item (i.e. corporate signature graphics won't be added)
File Attachment "Added by"
When an email is sent with attachments, the "File Attachment Added By User" relationship will be set based on the Sender if the user is found in the CMDB
Incident, Service Request, Change Request, Problem
[Take] - When emailing your workflow account, it will assign the Incident, Service Request, Change Request, or Problem to you (from address) when this keyword is featured in the body of the email.
[Reactivate] - When submitted to a Resolved Incident, it will be reactivated. When submitted to a Closed Incident, a New Incident will be created and the two related to one another.
[Hold] - Place the Change Request On-Hold when this keyword is featured in the body of the email
[Cancel] - Cancel the Change Request when this keyword is featured in the body of the email
[Skipped] - Skip the activity when this keyword is featured in the body of the email
Misc - Anyone who is not the implementer will have their email appended to the "Notes" area of the MA
If the Implementer leaves a comment that is not [Skipped] or [Completed] the comment is added to the highest level Parent Work Item
Any reviewer who leaves a comment that doesn't contain [Approved] or [Rejected] will have their comment added to the highest level Parent Work Item. This addresses a scenario where users not familiar with SCSM (i.e. departments outside of IT) respond back to the email thinking someone is reading the message on your workflow account. Now their comments aren't simply lost, but instead given the visibility they deserve!
Incident and Service Request
#private - When the message is attached to the action log, it will be marked as private if #private is featured in the body of the message.
Assigned To/Affected User relationships on the Action Log
When someone who isn't the Assigned To/Affected User leaves a comment on the Action Log the comment's "IsPrivate" flag is marked as null (this is a bug in the EC that has yet to be addressed by Microsoft). As such Cireson's Action Log Notify has no qualifier to go of off. With this script, the same functionality is present but now can be altered to get in line with SCSM and Cireson's MP. You can read more about this bug here from @Joe_Burrows and/or @chris_keander here.
Search HTML Knowledge Base
If enabled, your respective Cireson Portal HTML KB will be searched when a New Work item is generated using its title and description. The Sender will be sent a summarized HTML email with links directly to those knowledge articles about their recently created Work Item using the Exchange EWS API defined therein. As an example email, I've included an email body that features a [Resolved] and [Cancelled] link should the Affected User wish to mark their Incident/Service Request accordingly in the event the KB addresses their request. It should be noted, this is using the Cireson Web API to get KB through a now deprecated function. While this works, it goes without saying if Cireson drops this in coming versions it would cease to work. It has been tested and confirmed working with v7.x
What's next (besides maybe another version):
Schedule Work Items - When sending a calendar appointment to your workflow account about a Work Item, Scheduled Start/End times will be set accordingly and Affected User/Assigned To will be sent respective meeting invitations. That'd be cool. Right? Maybe? No?
Cireson Asset Management - It feels like there are a ridiculous amount of possibilities around updating Purchase Orders, Vendors, Licenses, etc.
Help - The idea of emailing the connector [help] to retrieve Knowledge Articles based on the email body seems like an interesting way to interact with SCSM. Not sure how useful this actually is.
Status - The idea of emailing the connector something along the lines of [status] or [health] to get the current Status of a SCSM Work Item, Health of a SCOM Distributed Application, etc. seems like an interesting way to interact with System Center at large and would only continue to make SCSM the central hub of the System Center suite. What's more, would introduce some bot like/Cortana-esque capabilities
Logging - Leverage the current Exchange Connector's registry key to introduce various levels of Windows Event Log logging, but make the descriptions far more decipherable and parametrized for future PowerShell based searches in the event deep troubleshooting is required
Finally - I have to mention @Leigh_Kilday, @Martin_Blomgren, @Tom_Hendricks, and @Brian_Wiest for your contributions and reviews in helping create this early working version in your respective free time. You have my thanks gentlemen. And of course the developers at Cireson as portions of this simply just aren't possibly without your very awesome work.