Hi All,

I have one query related to Service Manager 

Is it possible to configure "Ticket logged from same subject line should not locked repeatedly in SCSM 2012 R2&q

Hi,

Below is my requirement with example mentioned:

1. End-user raised the ticket from e-mail with "Laptop not working" in the subject of the mail. 

2. Mail drop on "impersonated monitored mailbox account" & it will convert into incident ticket

3. "Laptop not working" message will become the Title of the ticket

Possibility 1: Now if end-user go to it's sent item & revert back on the sent e-mail with same subject & write something in the body of the mail is "waiting for engineer".

Possibility 2: If end-user going to lock the ticket from e-mail, let spouse end-user also loop it's manager in the mail too. Ticket will created in Service Manager & suddenly manager reply with the word "ok kindly do this on priority" So what will happen ?

Question:

Can Service Manager will append that into existing ticket which has same subject line ?

Will Service Manager sense if the subject line is same do not create repeatedly incident & append it in the existing ticket ?

As far I Know SCSM will only sense the repeatedly ticket if the ticket number is mentioned in the subject of the Mail [IR123].. 

Your assumption is right: SCSM will handle emails as an update to an existing ticket if the subject contains the Incident ID in brackets in subject.

That's the only secure option you have for updates. If someone is using a different subject without the Incident ID in brackets it's impossible for SCSM to update a ticket. Maybe the user has opened 2 or more tickets (can't print, laptop broken, password lost, ...) so how else SCSM can decide which is the right ticket to update.

Are you sending an email via SCSM workflow  to the affected user after Incident is created? This is a good option to add the Incident ID in the subject. 99,5% of all users will click on "reply" without changing the subject so the Incident ID is in the subject. At least that's our experience.