Information Technology Reference
In-Depth Information
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Ping Related Computer
Allows you to send an ICMP request to the affected com-
puter.
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Remote Desktop
Allows you to make a remote desktop connection to the affected
computer.
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Request User Input
Sends a message from Service Manager to the user, requesting
more information.
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Search For Knowledge Articles
Allows you to search for related knowledge articles.
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Set First Response Or Comment
Allows you to add comments to incidents.
Configuring email incidents
You can configure Service Manager to automatically create incidents based on email requests
from users. If the user who sent the email is recognized by Service Manager as a user, Service
Manager will automatically create a new incident.
If you have deployed Exchange in your organizational environment, you can configure
Service Manager so that incidents can be created through email, by performing the following
steps:
1.
Install the SMTP server feature and related administrative consoles, as shown in Figure
4-27, on a computer that is not currently participating in your organization's Exchange
deployment.
FIGURE 4-27
SMTP server feature
Rename the server from SMTP Virtual Server #1, or the name it had been automatically
assigned, to the FQDN of the server hosting this service.
2.
