Msn service manager

HP Service Manager outbound HTML email package
Bruno De Graeve Technical Consultant (HP EB SW BTO Professional Services) 30/04/2010

©2009 HP Confidential

Agenda

HTML email setup
– HTML Emails via standard Notification Engine: OOB functionality – Emails via Interaction or Incident: on demand (= Optional feature)

– Setup & Requirements: what needs to be done ?

2

©2009 HPConfidential

Introduction
With the functionality of the Email integration package for Service Manager it is possible to send outbound Rich HTML emails from Service Manager. The mechanism consists of user defined email templates which can be used to send emails when a certain action in Service Manager happens. The installation package consists of several unload files and a Connect-It scenario.3

©2009 HP Confidential

Flow
When a certain email generation event in Service Manager happens, the template defined in the notifications-table will be used to construct the message. The message is then temporarily stored in the eventouttable before it gets picked up by the Connect-It Scenario which runs every minute. The scenario transforms it in a HTML-message and transmits it to theSMTP-server. After the message is being sent, a copy is placed in the eventoutsenttable. In the case an error occurs, the message stays in the eventout-table till the next run of the scenario and the error message is added to the record.

4

©2009 HP Confidential

Why using this package ?
– Rich Text formated mails are more visible attractive than default ASCII formatted mails – Mailtemplates: easy composing and formatting ( default SM7 “format” mails) – Preview of template with ticket data

– Uses standard Notification Engine
– Multi-language support: when templates are available in the language of the recipient (contact), localized templates will be used

– Activate-deactivate templates on the fly
– Available for all SM7’s modules (even for Approvals) – Backup functionalityof outgoing mails (seperate table and/or as Historic Activity)
5 ©2009 HP Confidential

HTML mail examples

6

©2009 HP Confidential

HTML mail examples

7

©2009 HP Confidential

HTML mail examples

8

©2009 HP Confidential

Components
– Documentation – HTML mail menu – HTML Templates (limited number) – SM7 Notifications (limited number)

– SM7 tables to support thesetup (2 extra tables)
– HP Connect-It scenario (connects to an SMTP server) – SM7 technical account -> SM7 LegacyIntegration Listener

– SM7 ScriptLibrary : HTMLExportDone & HTMLTemplate
– SM7 Event Registration and Event Maps: HTMLExportMailDone – SM7 Process: HTML.Export.Mail.Done – Web tier (common images used in HTML mail) – Send mail via interaction or incident (optional)
9 ©2009 HPConfidential

HTML mail menu

10

©2009 HP Confidential

HTML Templates
– A template is a record that is used to structure the format of the emails. – This email mechanism can be used for the following modules:
•
• • •

Interaction
Incident Problem Problem Tasks

•
• • • • •

Known Error
Known Error Task Service Requests Line Items Orders KM Document

11

©2009 HPConfidential

HTML Templates

ACME

12

©2009 HP Confidential

HTML Templates

13

©2009 HP Confidential

HTML Templates

ACME

14

©2009 HP Confidential

Notifications Definition
– In the notification record the HTML templates are called via a JavaScript ScriptLibrary function. – To construct the mail body the function HTMLTemplates.getMailBody(….) has to be used. Thefunction expects the following parameters as input:
• • • • •

The name of the HTML template which has to be used The record for which an email has to be sent The save - record for which an email has to be sent (if not available, take the same as in 2.) The recipient The link to the affected record

– An example call to the JavaScript-function when an interaction is opened looks like this:...