create Interaction from email outlook

[di55]

Dear Forum
Environment:
======
SM 7.11
win 2003
Troubleshoot:
=====-
steps:
1. get email account on your exchange server for this service and ensure you get a password that doesn't change (service account) like smrequest@company.com where smrequest is user/email address in domain <company>.

2. install outlook on a system (preferably a server - or the SM7 server, that will be running in the domain your exchange server is on).

3. go into control panel -> mail and create profile called falcon and set up the exchange profile for mail account to be used for SM7). you may need to log into system using that domain account for service to auto launch properly.

4. install scauto app and ensure the mail portion is installed as service

5. edit service "log on" properties to be company\smrequest
or <domain>\<email user account>
and enter password 2x. it should try to authenticate then to verify credentials.

6. edit scmapi.ini -> this is what I have (remove remarks ##):
events:1
usemaps:1
event_map_dir:EventMap
server:<serverIPaddress of scauto listener>.12690 ## review docs if scauto not on same server as SM7
profile:falcon ## this is outlook profile set up earlier - used falcon because that's what SM7 expects out of the box.
log:scmapi.log
savesent:1
sc_reconnect:1
## if you have problems, add the lines below for detailed debug
##debug:2
##debugscautoevents:1

7. edit sm.ini file and add the below line:
scautolistener:12690
## review docs if scauto not on same server as SM7

8. Depending on what type of ticket you are trying to open will change the below. save all original docs off before editing. I am opening interactions:
Under mail\eventmap\tosc I have event.ini file as:
[ EMAIL ]
smin = Interaction/smin.map

9. Create Interaction folder with smin.map within Interaction folder.

10. my smin.map for testing looks like this:
# This is a test smin map file

SC_contact.name !=""

#per eventmap "service management"
# ordered accordingly

#incident.id
SC_incident.id^

#contact.name
SC_contact.name^

#severity
SC_severity^

# description
SC_description + $BODY^

# End of file



#USED IN EMAIL TO GEN SUCCESSFUL TICKET
#SC_incident.id:
#SC_contact.name:PETERS, JEFF
#SC_severity:
#testing Contact Name

11. Start all services and ensure they come up.

12. send email to account created earlier (smrequest) with the below parameters in the body (i just put test in subject).
SC_incident.id:
SC_contact.name:PETERS, JEFF
SC_severity:
testing Contact Name

Problem:
======
SM7 is not opening any interaction through email,can anyone clarify the points ,in point 12 what is account created earlier (smrequest) is it Falcon ?

Please help me and if there is another way or turnovr please provide it to me
Regards

[harn145]

Is there anything is your scauto log file? Additionally, I think you set the location for smin incorrectly (at least the use of the forward slash).

[di55]

Hello
thank you for your reply,actually my log file is showing intializing successful ,no error, what about the interaction/smin.map,can you please explain further how should i write it correctly,could you please give me the full steps since i think that there is something missing here
Appreciate your feedback
Regards

[harn145]

I can't find the book anyomre, but if the folder is defined incorrect it should I think still generate an event to email to falcon. If you fire off the email (edit: Internal SCMail), does the log (SM and/or scmapi) mention anything? Could you maybe post the sections from the logs that correspond to the time you sent the email? So maybe 2 minutes before until 5 minutes after?