Dear All !
As typically the docs are for us-english environements, please find here a step-by-step configuration for German, to make the connector work for you.
First you need to install the Connector regarding the installation docs. This is typicall pretty easy and works well as long as you do it according to the install-manual.
The connector appears afterwards in the SCSM Console.
And now for the configuration.
GENERAL SETTINGS
The E-Mail adress must correspond to the workflow-account E-Mail adress.
If you want to monitor a different Mailbox, you might active the „Use impersonation“ tickbox, which is not the case here.
Attaching the complete E-Mail makes sense in most cases, to have the original „source of truth“ available for the management of the Work-Items.
DETAILS PAGE
The E-Mail reply parsing keyword has to me AW: in german (Antwort) so that the connector knows if this would be a new incident of an answer to an existing work-item. The work-item has to be in brackets [IR1234], so please configure your answer-E-mails accordingly (will be explained later in another post)
The Service request completed keyword looks after AW:, a Service request ID and the word [Abgeschlossen] in the E-mail title. If all three are found it will close the service request.
The Incident first response parsing keyword is used to set the Firstresponsedate properly in the incident. Use this if you are doing autoreply to newly created incidents and want to figure out when the user has replies to this the first time. Attention ! this Keyword has to be in the body of the E-Mail.
When an Analyst solves an Incident/a Problem, he/she can reply to the regarding incident with the Incident/Problem resolved parsing keyword [Gelöst] and the Incident/Problem will be set to „Solved“.
A similar feature is the Incident/Problem/Service Request closed keyword, which is used to close these work-items via E-Mail.
The Manual Activity completed parsing keyword is used to close Manual activity automatically. We used [Abgeschlossen], and it has to be used inside the E-mail subject.
For Review activities there are two sections, one for approved [Genehmigt] and one for rejected [Abgelehnt].
Enter the keywords accordingly to your language.
In the domains field enter all active directory forests to be used.
Tickbox: Move the E-Mail to the Deleted Items means the Workflow Mailbox is kept clean.
Tickbox: Append the full body will append the body to the action log – you will see what the user wrote..
ROUTING AND SCHEDULE
This section is about the definition which templates are applied for specific events. You can leave them default for the first run and change it later for your specific needs.
For our demo environement we used a 100 seconds update (1 minute 40 secs) interval.
Thats it – hope that helps. If questions let us know !
Roman