Established Member.. SteveZK
Established Member..
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Send Email with differentsender addresses - Multiple Servicedesks

Hi,

we  are going to use Service Manager in more departments (IT, RH, BI) with 3 different servicedesk emails (it-servicedesk@xxx.xx, rh-servicedesk@xxx.xx, bi-servicedesk@xxx.xx)

Actually  I configured the email out in sm.cfg as follow :

#HPSM Servlet for Email Out to SMTP Connector
sm -emailout -sleep:30 -clean -smtphost:x.x.x.x -mailFrom:it-servicedesk@xxx.lu -log:../../../../../HPLogs/sm_email_out.log

Is  it possible to change the email sender address depending of the Servicedesk team (Assignment group) or has anyone an other idea how to realize  that the recipient see's where to reply ?

Any solutuions or ideas would be appreciated.

 

Kind regards

Steve

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5 Replies
Carlos_V_SM Acclaimed Contributor.
Acclaimed Contributor.

Re: Send Email with differentsender addresses - Multiple Servicedesks

Hi Steve.

hope you are doing well.

could you please take a look on these KM links:

https://softwaresupport.hpe.com/group/softwaresupport/search-result/-/facetsearch/document/KM01798363

and also

https://softwaresupport.hpe.com/group/softwaresupport/search-result/-/facetsearch/document/KM746054

thi could be related on what you need, just pay attention on that the first one still under investigation.

Carlos Villalobos R
Customer Support Engineer
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Established Member.. SteveZK
Established Member..

Re: Send Email with differentsender addresses - Multiple Servicedesks

Hi Carlos,

thank's for the feedback but these cases are not in the direction I'm looking for.

I want to change the sender address depending of the operator. Usually, Service Manager always send with the email address specified in sm.cfg which is in our case it-servicedesk@xxx.lu.

Kind regards

Steve

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PLP Super Contributor.
Super Contributor.

Re: Send Email with differentsender addresses - Multiple Servicedesks

Hello,

With Service Manager you cannot do that.

I suggest you to use the ConnectIt product because this is possible to do that in the mapping of the scenario.

 LPP

Global Support Delivery Software Support Expert

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Knowledge Partner Knowledge Partner
Knowledge Partner

Re: Send Email with differentsender addresses - Multiple Servicedesks

Hello Steve,

If you decide to use connect-it it will be possible. Using the HPSM SMTP connector it's not.

Best Regards,

Breno Abreu

Regards,
Breno Abreu

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Established Member.. SteveZK
Established Member..

Re: Send Email with differentsender addresses - Multiple Servicedesks

Hello,

so, COnnect has to be the way.

I know how to use connect it to open or update tickets by mail, but can some one give me a tip how to configure connect to sent an email depending on updates in an interaction or incident - replacing the html email in Service Manager ?

All ideas are welcome

Steve

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