Friday, April 20, 2012

Introducing the ITRP Mail API

ITRP Mail APIThe ITRP Mail API has been released. This API offers yet another way to interface with ITRP.

Thanks to this API you can now give your customers an email address to which they can send their requests. Such email messages will then automatically get picked up by ITRP and converted into requests that are assigned to your service desk.

Each ITRP account already has its own email address, which means there is nothing to configure.

If you prefer to give your end users a different email address (e.g. an email address within your organization's internet domain), then just forward the email that gets sent to that address to the email address of your ITRP account.

After an email has been received at the email address of your ITRP account, the Mail API will use the sender's email address to determine who the requester is. The subject of the email will become the subject of the request and the text in the email body will be added to the request as its first note.

OK, so that is nice and simple for your end users. But there is more to the ITRP Mail API. Much more.

Your system management applications can also use this interface to pass their events to ITRP. In addition to sending information about an event in the body of the email, these monitoring tools can also specify what the impact level is, which configuration item is affected, to which team the request should be assigned, etc.

Such parameters can be added in the body of the email. Below you will find an example of an email that includes parameters.

Email for conversion to request
Be aware, though, that in this example, there needs to be a Person record with the primary email address 'nnm@example.com' in the 'example' ITRP account. This person must have the Specialist role, otherwise the parameters will be ignored.

The request that this email creates looks like this:

Request generated from an email
Note that only a few parameters were used in this example. There are many more, but often it will not be necessary specify them. That is because you can rely on ITRP to automatically set many of the field values correctly by default.

That is why, in the example above, the request got related to the service instance that server CMP00001 is a part of. That is also the reason why the request was assigned to the support team of this service instance. And because the category and impact parameters were not specified in the email, ITRP set these field values to "Incident" and "Top".

Go ahead and take an in-depth look at all the possibilities that this email integration offers in the Mail API documentation. I am sure you'll get some ideas about how it can be used to improve the interface between your system management tools and your service management processes.

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