When setting up your Cloud your Intelligent Service Management (CSM) environment you will probably want to test sending emails to CSM Intelligent Service Management to open or update tickets, and test outbound email communication from CSM Intelligent Service Management regarding ticket updates.
In order for CSM Intelligent Service Management to accept emails, the inbound email must be set up. Additionally, to send email notifications to end users or analysts, outbound email must be configured. For instructions on how to configure email, see the documentation wiki page here.
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Outbound emails use Communication Templates to format email content and set sender information. Access Communication Templates by navigating to MANAGE> ADMINISTRATION> Tools> Communication Templates.
Search for and select the Incident Auto-Route (Web) template name. This default communication template is used to email end users when they create an incident from the self-service interface. You can modify the subject and message of the email here, and include additional ticket attributes.
Review the Communication Templates to become familiar with what is available out of the box. Follow the instructions on the documentation wiki to create new Communication Templates.
Enhancement to email parsing to handle updates from inbound email
We have a new configuration parameter INBOUND_EMAIL_ONLY_FOR_APPROVAL which can be used only for ticket approvals. If this is set to Yes, the incoming email will be used only for approvals and if the parameter is set to No, the incoming mails are used for all ticket creation/Updates.
