Service Manager SendEmail for Incidents

This management pack provides a console task that appears either in an incident view task pane or the task pane of an incient form.  When clicked a form is launched that allows the user to specify a message to send to someone that is related to the incident such as the affected
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  • Available in SCSM 2016
    1 Posts | Last post November 17, 2016
    • Hi,
      i have upgraded our SCSM 2012 R2 environment to the version 2016. Now the Task SendEmail is no longer working. Do you plan to activate this tool for version 2016? Or is there a way to make it available in SCSM 2016?
      Thanks for your answer
      Best Regards
      Alexander Bär
      PS: Sorry for my english .-)
  • Reporting
    1 Posts | Last post September 03, 2015
    • Is it possible to report on these interactions?
  • What about replying on message sent from console ?
    1 Posts | Last post March 11, 2015
    • I'm asking about if affected user replied on the message sent from service manager console,
      the reply will be recorded in system as comment or not ?!
  • SendMail hangs on progressbar
    1 Posts | Last post February 23, 2015
    • Hallo,
      Few of our Service manager users are not able to send mail. After clicking the "Send email" button en filling out the "Send Email Form" they click the "OK" button and then the progress bar never closes and the mail doesnt get send.
      User have to "kill" the process using task manager. 
      We use Xenapp to make the service manager console available. This make me certain the installation is 100% the same for all users which dont have any problems using the otherwise great tool.
      Please Advice.
  • How to seal the exported xml
    2 Posts | Last post February 11, 2015
    • The install document says to import it back. Does it need to be resealed? I tried doing it in the authoring console but it won't open the XML (just locks up).
    • disregard
  • No Image for Send Email Task
    1 Posts | Last post August 14, 2014
    • We've successfully implemented this MP, and it works great!  Thanks for the useful tool.
      One little problem, however.  There is no icon being shown next to the task.
      To look at the XML code, since this is a management pack bundle, I had to export the mp "without the resources" to get an .xml file. If you export the .mpb instead, you have to do some PowerShell wizardry to unbundle it.  Even so, with a sealed .mp, I believe you can't unbundle sealed .mp file(s).  So, exporting just the .xml, you can't re-import it, since it's no longer a bundle.
      What I found in the .xml is an image reference to "Administration!Microsoft.EnterpriseManagement.ServiceManager.UI.Administration.Image.Notification"
      In our SCSM 2012 R2 CU2 implementation, that image doesn't seem to exist.  This is backed up by the list of images given at , which has been a handy reference.
      I would change it myself to another image, but I have that problem of needing to unbundle a sealed .mp from an .mpb.
      Any thoughts on how to fix this?
  • Can we send to other recipients?
    3 Posts | Last post July 31, 2014
    • Is there some trick or customization that I can do to allow Resolver Analysts the ability to send email from within SCSM to other recipients other than the Affected User.
    • You can modify notification subscription related recipients to almost any.
    • The dirty solution is to add an extra User Picker to the incident form and call it Recipient, and bind this to a custom relationship you define in an incident extension. You will then have to edit the workflow and point UserAliasOrRelationship to this custom relationship.
      I have edited the SendEmail code to allow the user to pick the recipient themselves. I will post this at some point at
  • You can only send once?
    2 Posts | Last post January 17, 2014
    • Finally got everything configured but am I wrong when I say that you can only use the Send Email function once per ticket?  The criteria for the workflow is change from "message is empty".  After you send an email the message is no longer empty.  Or does this get reset by Send Email somehow?  
    • If you read through deployment and usage guide, you will find this:
      a.	Message changes from IsNull to NotNull AND MessageType = some message type
      b.	Message changes (Pre NotEqual Post) AND MessageType = some message type
      So if message changes from any to any, workflow runs.
  • Incidents do not get updated with the user replies to send mail requests in the action log
    1 Posts | Last post November 22, 2013
    • For some reason and very randomly some of the incidents do not get updated by the email replies from the clients. We use the sendmail managment pack. the analyst can send an email using this "send mail"  task and the user recieves it. But when the user replies back to that email, it does get updated in the action log. It seems the exchange connector listens to it but just does not update the incident in Action log. no email failures or NDR's, no event logs generated. just gets lost in a black hole. the exchange connector just does not update that incident does not matter how many times you try..Only happens to specific incidents with no apparent pattern or similiarity to it. Sendmail works well though
      Any ideas? can you please help? Many Many Thanks in Advance.
  • What kind of emails can be sent from the SendEmail MP once it's installed?
    2 Posts | Last post August 13, 2013
    • Can it send RTF email with pictures for example.  Often when replying to an incident the helpdesk includes instructions that have graphics and step by step instructions.  
      I know that it wouldn't save to the action log as RTF but would it send in email the same as it was pasted into the send email form (example copying and pasting from Word into the sendemail form)?
    • hi Rugby,
      did you get feedback about your question ? i'm interested in catching same final result.
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