SCAuto with PEM

[rbryan]

We are trying to set up PEM to work with SCAuto by emailing SC which would open a ticket. Has anyone done this and can help me out? Or do you know of another way? I am stuck and I need to get this going. Thank you!

[casper]

we are creating both incidents and requests from emails into our system. This is how we did it for incidents. You'll need to register the event type in the event.ini file that is located in the program files/peregrine systems/scauto/mail/eventmap/tosc folder (ie. pmo = problem/map). Create your map in scauto program files/peregrine systems/scauto/mail/eventmap/tosc/problem. There is an oob pmo map. If you have made changes(add,delete) of fields, you will need to make changes here as well. For a description field that may have multiple lines, you will need to define the field in the map like
# description
SC_description+$BODY^ this indicates to the map that anything after this label in the email is included in this field.

A couple of things that may be of help, is in the scmapi.ini settings we have keepmail:1 to keep copies of emails in the email account.

Once set up you will need formatted emails that have the fields defined in them. Below is an example of an incoming email:

SC_Typemo
SC_user:external
SC_ticketowner:external
SC_logicalnameing - ATM A132456
SC_category:Hardware
SC_priority:1
SC_severity:1
SC_subcategory:ATM
SC_contactnm:XIPMONITOR
SC_assignment:NETWORK OPERATIONS
SC_description:
Alert 1: the last test (Fri, 02 Feb 2007 19:53:16 -0500) reported the following status:
The packet could not reach the specified network

This monitor: ping - ATM A123456
----------------------------
- has been down for 40.50 minutes
- has an availability rating of: 99.73%
- has experienced 10 consecutive failures
- has experienced 10 failures unrelated to specified dependencies
- requires 2 of these critical failures to trigger an alert
- will trigger a maximum of 5 alerts

ipMonitor System Vitals:
----------------------------
- ipMonitor has been running for: 82 days, 19.51 hours
- ipMonitor total cpu usage: 1 days, 22 hours, 33 mins, 24.53 seconds
- ipMonitor drive space available: 7.80 GB
- Physical memory available: 2217.57 MB
- Commit charge memory: 4421.00 MB

Notice everything after sc_decription label is part of the description. subject line is of no significance except for your records of organization.

You can email me if you would like more information. glennmoss@sti.synovus.com

[Alfredas]

Hi Casper,

Could you send me your map file? I'm interesting what condition did you put there? Besides, is it possible to do that every email that comes to service manager email address would create an interaction record without writing SC_type and other types in the email? Any ideas or suggestions would be greatly appreciated.

Thanks in advance