Hi All !
To use the Exchange connector in its full functionality you have to configer proper notification templates in your langage. This post will show the processes works and gives some examples.
Lets say a User sends an e-Mail to the workflow-mailbox and the Exchange Connector (EC) is properly configured as posted here.
The EC will catch the e-Mail and generate an Incident with the default Template plus sets the source to „E-Mail“, and the e-mail sender as the affected user.
Note that the „First Time Respnse“ Date/Time is empty.
So what gets the user back ? An e-Mail that an incident has been created.
Please note that the Incident ID is in brackets and there is a [Bestätigt] tem inside the body.The reason is, the [IR56] lets the EC identify the Incident in the CMDB and the [Bestätigt] Item will help setting the „First Incident Response“, in German „Datum der ersten Antwort“ Date/Time inside the Incident
Lets say the user writes back, being happy someone cares about his problem.
The EC will catch this e-Mail and modifies the incident and sets the „First Incident Response“ value, plus adds the E-Mail to action log.
Furthermore the original e-Mails are attached in „Attached items“, in german „Vernküpfte Elemente“.
The next post (Part 2) will show you how to configure the Workflow.
Roman