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Is there a better way? - 3.Mar.2009 5:47:36 AM

aruntechie123

Posts: 2
Joined: 3.Mar.2009
Status: offline

Hello All,

I am unable to imagine a simple solution to this problem. Was wondering if there is some bright way to deal with it.

The related technologies are :

(a) Exchange 2003; Outlook 2003
(b) REMEDY : This is a ticket logging system. It can be configured to create a ticket upon receipt of an email. The ticket is then automatically assigned to the relavent support group based on the sender's email address. (FYI, each sender's email address is mapped to a support group in Remedy).
A constaint is that REMEDY will not raise a ticket if the subject line is prefixed with "RE" or "FW"
(c) SCOM (Microsoft Server Monitoring system) : This is configured to generate email notifications upon receipts of alerts from servers. The subject line contains the server name which clearly indicates which support group will service the alert.

We would like to setup such that SCOM mails REMEDY to create a tickets and assign it to the correct support group which is based on the server name in the subject line.

The problem here is that the SCOM always mails from the same email address, hence the tickets generated by REMEDY is always assigned to the same support group.

There are 3 potential solutions we could imagine. All of these requires Creation of a Security Group Email address for each support group with "Send As" rights granted to SCOM user.

(1) Have SCOM run a script on recepit of each alert to parse the subject line and "Send As" the appropriate Email address to REMEDY.

(2) Have SCOM mail an intermediate mailbox (instead of REMEDY) which will use an Event Sink to parse the subject line and "Send As" the appropriate Email address to REMEDY.

(3) Have SCOM mail an intermediate mailbox which has a rule configured to auto-forward to Security Group Email address which in turn will mail REMEDY. But the mail received by REMEDY will have "FW" in the subject line and hence ignorned by it.

Solutions (1) and (2) would work fine I guess, but it requires some nerdy programming which I am not so experienced with. It also requires quite some approvals from SCOM/Exchange admins.

Is there a better way? Kindly help.