Verified Answers

If an answer to your question is correct, click on "Verify Answer" under the "More" button. The answer will now appear with a checkmark. Please be sure to always mark answers that resolve your issue as verified. Your fellow Community members will appreciate it!  Learn more

  • State Suggested Answer
  • Replies replies
    2
  • Answers answer
    1
  • Subscribers subscribers
    20
  • Views views
    107
  • Users 0 members are here
Related
Options

Email Integration with Smax SaaS

Nivaldo Bianchi junior

Hi, good afternoon. We need to integrate Smax (SaaS) with email, in which emails should open specific offerings. With the two manual links below, we have a few questions. Could you help us with these?

  1. For emails that don’t use Office 365, do we always need OBP?
  2. The layout and structure of this email aren’t clear. Am I able to direct texts to a specific field, or is it standard? For example, is the subject line the offering’s title, and does the body text of the email go to a specific field?
  3. To open more than one type of offering, do I need multiple email inboxes, or can I open an offering based on the email subject, for example?

Below are the manual links I used to understand the integration. If you have any additional material on this, I would really appreciate it.

Configure email integration - Enterprise Service Management

Integration Studio—Microsoft 365 email integration - Enterprise Service Management

Thank you very much.

  • Suggested Answer

    0  

    Hi Nivaldo,

    1) Yes, if you want to use an external email system this is normally connected too via the OPB. However if you use Office 365 then yes, you can also use the Integration Studio which uses an Agentless connection instead.

    2) Normally the subject of the email is used for the Title of the Request. Then the email body is placed within the description of the Request. If there are any attachments to the email these are then added as Attachments within the Request.

    3) When using the Create Request within the Integration you get to choose one Offering as your default based upon an Endpoint. So once you've configured the Email integration to you external system you can create more then one Endpoint to use the same email inbox. Just configure the specific Default Offering for that Endpoint that you want to use in order to create a Request.

  • 0

    Hi,

    In some cases we are using Connect-IT to create/update requests by email. It is good for creating tickets with different offerings from different sources. You can either use OO in some cases as well.

Resources

Support
Documentation
Learning Services
Partner Programs
Privacy
Compliance
Help
Company
Privacy Policy
Terms of Use
Cookies Preferences
Accessibility
Anti-Slavery Statement
Support
Contact Us
Careers
Code of Business Conduct and Ethics
The opinions expressed above are the personal opinions of the authors, not of OpenText. By using this site, you accept the Terms of Use. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.), Hewlett Packard Enterprise Company, or Micro Focus. As of January 31, 2023, the Material is now offered by OpenText, a separately owned and operated company. Any reference to the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks is historical in nature and the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks are the property of their respective owners.