Custom Matching Patterns

[AdhocAdam]

Emails coming into SCSM may

• have a unique Message Class (IPM.Note.Custom.Thing)
• come from a different ticketing system that sets patterns for itself to match in the email subject and/or body
• lead to "Ticket Ping Pong" wherein SCSM and the other system bounce notifications back at one another via their respective email processes
  • System A sends an email notification about CASE#8438 to SCSM
  • SCSM creates IR3902 from the CASE#8438 email, it sends an email notification to System A about IR3902
  • System A creates CASE#8435 from the IR3902 notification, then sends an email notification to System B about CASE#8435
  • etc. etc. etc.

To address these scenarios, the connector's PowerShell would need to be able to dynamically construct matching logic and the configuration (settings ui) would need a new pane with associated table/grid to define these new settings. For example:

NAME	MESSAGE CLASS	PATTERN	PART	WORK ITEM TYPE
vendor one	IPM.Note	[[C][A][S][E][#][0-9]+]	Subject	IR
ticketing system 2	IPM.Note.SMIME	[[I][N][C][D][#][0-9]+]	Body	PR
maintenance notification	IPM.Note.Meeting.Request	[#][0-9+]	Body	CR

• Name: A friendly name to refer to the criteria/line item by
• Message Class: The type of message received
• Pattern: The regular expression to look for
• Part: Where to look for the Pattern - Subject or Body
• Work Item Type: The SCSM Work Item to create/update

While not listed above, a Class Extension (string) would be required per Work Item class that you'd want to create/update. This would allow the matched pattern to be written to a dedicated field to perform subsequent updates.

[AdhocAdam]

Shipping with v4 of the connector on #341