Send SCSM E-Mail with different sender (from) addresses

If there is a need to send E-Mail with different sender (from) addresses using Send E-Mail (http://gallery.technet.microsoft.com/Service-Manager-SendEmail-8171ba70) this could be the solution for you.

In the example Send E-Mail will be used as normal with the difference that it will not send the E-Mail with the workflow. Instead the workflow will load an Incident template and use Orchestrator for sending the E-Mail.

This is how the solution works

First start by importing the Management Pack Bundle for Send E-Mail. Then create some Message Types by edit the list Message Type that was created by the Send E-Mail Management Pack (MP).

When the Send E-Mail functionality is imported go on by extending the Incident class by adding a Boolean property called “SendEmailSent”. This property will hold the information if the E-Mail has been sent or not. Below is a figure that shows how it looks like at the Incident form.

Send SCSM E-Mail with different sender (from) addresses1

After the Incident class is extended an Incident template has to be created and the property, just created, “SendEmailSent” has to be put to False. Below is a figure that shows how it looks like at the Incident template.

Send SCSM E-Mail with different sender (from) addresses2

Then next step is to continue with the configuration of Send E-Mail by creating the workflows. When creating the Incident Event Workflow, as described in the Send E-Mail documentation, do not check the box for “Enable Notification” under “Select People to Notify”. Instead check the “Apply the following template” under “Select Incident Template” and point out the Incident template created earlier. This will load the property “SendEmailSent” to False when an E-Mail is sent by Send E-Mail.

 Below is figures that shows how it looks like at the Incident Event Workflow.

Send SCSM E-Mail with different sender (from) addresses3

Send SCSM E-Mail with different sender (from) addresses4

When the steps above are done continued to follow the Send E-Mail documentation and changed the XML parts in the MP and import it again.

Now all the parts in Service Manager are done and it is time to create a Runbook in Orchestrator.

The Runbook will look as this when done.

Send SCSM E-Mail with different sender (from) addresses5

This is how all the activities are configured.

Monitor Send Email Sent

Send SCSM E-Mail with different sender (from) addresses6

Get Message Type and Message Properties

Send SCSM E-Mail with different sender (from) addresses7

If Mail to address mail1@lab.se

Send SCSM E-Mail with different sender (from) addresses8

Get Affected User mail1 – For Inspiration on how to create this Runbook check the post: Get Affected User from Incident

Send SCSM E-Mail with different sender (from) addresses9

Mail to address mail1@lab.se

Send SCSM E-Mail with different sender (from) addresses10

Set Send Email Sent to True

Send SCSM E-Mail with different sender (from) addresses11

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