HP SERvice Manager HTML Notification

HP Service Manager outbound HTML email package Bruno De Graeve Technical Consultant Consultant (HP EB SW BTO Professional Services) 30/04/2010

 Agenda HTML email setup functio nality – HTML Emails via standard Notification Engine: OOB functionality – Emails via Interaction or Incident: on demand (= Optional feature) – Setup & Requirements: what what needs to be done ?

Introduction  With the functionality of the Email integration package for Service Manager it is possible to send outbound Rich HTML emails from Service Manager. The mechanism consists of user defined email templates which can be used to send emails when a certain action in Service Manager happens. The installation package consists of several unload files and a Connect-It scenario.

Flow  When a certain email generation event in Service Manager happens, the template defined in the notifications-table will be used to construct the message. The message is then temporarily stored in the eventout table before it gets picked up by the Connect-It Scenario which runs every minute. The scenario transforms it in a HTML-message and transmits it to the SMTP-server.  After the message is being sent, a copy is placed in the eventoutsent table. In the case an error occurs, the message stays in the eventout-  table till the next run of the scenario and the error message is added to the record.

 Why using this package ? – Rich Text formated mails are more visible attractive than default ASCII formatted mails – Mail templates: easy composing and formatting (<-> default SM7 “format” mails) – Preview of template with ticket data – Uses standard Notification Engine – Multi-language support: when templates are available in the language of the recipient (contact), localized templates will be used –  Activate-deactivate templates on the fly – Available for all SM7’s modules (even for Approvals) – Backup functionality of outgoing mails (seperate table and/or as Historic Activity)

HTML mail examples

HTML mail examples

HTML mail examples

Components – Documentation – HTML mail menu – HTML Templates (limited number) – SM7 Notifications (limited number) – SM7 tables to support the setup (2 extra tables) – HP Connect-It scenario (connects to an SMTP server) – SM7 technical account -> SM7 LegacyIntegration Listener – SM7 ScriptLibrary : HTMLExportDone & HTMLTemplate – SM7 Event Registration and Event Maps: HTMLExportMailDone – SM7 Process: HTML.Export.Mail.Done –  Web tier (common images used in HTML mail) – Send mail via interaction or incident (optional)

HTML mail menu

HTML Templates –  A template is a record that is used to structure the format of the emails. – This email mechanism can be used for the following modules: •

•

•

•

•

•

•

•

•

•

Interaction Incident Problem Problem Tasks Known Error Known Error Task Service Requests Line Items Orders KM Document

HTML Templates

 ACME

HTML Templates

HTML Templates

 ACME

Notifications Definition – In the notification record the HTML templates are called via a JavaScript ScriptLibrary function. – To construct the mail body the function HTMLTemplates.getMailBody (….) has to be used. The function expects the following parameters as input: •

•

•

•

•

The name of the HTML template which has to be used The record for which an email has to be sent The save - record for which an email has to be sent (if not available, take the same as in 2.) The recipient The link to the affected record

–  An example call to the JavaScript-function when an interaction is opened looks like this:

jscall("HTMLTemplates.getMailBody", "SM Add Mail Template", $L.file, $L.file.save, callback.contact in $L.file,$L.web.url)

Notifications Definition example

Body

Subject

SM7 tables to support the setup 1. Eventout –  When the email is composed, the message is temporarily stored in the standard SM7 eventout table until it is picked up by the Connect-It scenario. – In case an error occurred while sending the mail, the message stays in the eventout table and the error message is copied to the errormessage field.

SM7 tables to support the setup 2. Eventoutsent –  When a message is successfully sent, a copy is placed in the eventoutsent  table, where it is stored for future reference.

SM7 tables to support the setup 3. HTMLTemplates – Contains all HTML templates (see above)

HP Connect-It scenario

HP Connect-It scenario Detect HTML messages – This option enables you to send messages containing HTML tags. The HTML code is interpreted and is not displayed in the source format for the body of the e-mail.

ScriptLibrary: HTMLTemplates Function 1 getMailBody  This function parses the template and returns an HTML String. Therefore the recipient data is fetched from the table to determine the language of the contact in order to select the appropriate template record. The sub function parseTemplate (…) does the actual parsing of the template (replacing the {RECORD.xxx}-directives with the actual data). Function 2 getMailHeader  This function functions in a similar way as the getMailBody (…)-function, but only the email-title (Subject) of the template record gets parsed.

Error Handling – ScriptLibrary: HTMLExportDone 

 After the mail is sent by Connect-IT to the SMTP-server. What happens:

 A: The message is sent successfully: Via the HTMLExportDone ScriptLibrary record and the equally named EventMap the actions to move the message record to the Eventoutsent -table are taken. B: In case an error occurs: Via the same ScriptLibrary record and EventMap the action to copy the SMTP-error message to the errormessage - field is taken. In the exportMailDone function the command to move the Eventout-  record to the Eventoutsent- record or to fill in the errormessage -field is executed based on the validation result of the mail sent action.

Error Handling – EventRegistration and –Mappings HTMLExportMailDone   A new input event HTMLExportMailDone is registered in Service Manager to define the actions that have to be done after an email has been sent. When this event occurs, the process HTML.Export.Mail.Done is called to handle it.

– Process HTML.Export.Mail.Done  The HTML.Export.Mail.Done – process calls and passes the variables to the exportMailDone - function.

System Information Record –  Web Server information tab will be used to build the links in the emails:

OPTIONAL email functionality 1 – Send an email directly from an interaction or incident:

OPTIONAL email functionality 2a – Send an email directly from an interaction or incident and keep a copy in the Historic Activities.

OPTIONAL email functionality 2b

Q&A