Hi, If I create an Incident truth e-mail in SCSM 2022, it is creating an Incident, but under Work Items--> Incident Management---> All Incident. I can see here the Incident It should be appear on the Work Items--> Incident Management---> All Open E-Mail Incidents

You need to make sure that the incident template you are using in the Exchange Connector sets the Source property to Email.

SCMS 2022 and Creating Incident thruth e-mail does not appear

Accepted answer

Dieter Gasser 416 Reputation points

2024-09-02T16:12:25.5933333+00:00

You need to make sure that the incident template you are using in the Exchange Connector sets the Source property to Email.
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PerserPolis-1732 1,891 Reputation points

2024-09-03T06:01:55.3833333+00:00

How please, as I know it should do it automatically

As I know and I read on the Microsoft Page, you dont need to add on the "Source" , you can let it free.

https://learn.microsoft.com/en-us/system-center/scsm/incidents-problems?view=sc-sm-2022#to-create-a-new-incident-from-a-configuration-item-view

Create a new incident by email

In an email program, create a new email message, and enter the help desk alias or email address in the To box. For example, enter Helpdesk@Helpdesk.Woodgrove.com in the To box.

In the Subject box, enter a subject. For example, enter Unable to print checks.

In the message body, enter additional information that the help desk analyst can use to correct the problem. For example, enter The check printer has a paper jam. I will use a backup printer until the jam is fixed.

Optionally, attach files that the help desk analyst can use to correct the problem.

Validate creation of a new incident

In the Service Manager console, select Work Items.

In the Work Items pane, expand Incident Management, and select All Incidents. New incidents appear in the All Incidents view. Create a new incident by email

In an email program, create a new email message, and enter the help desk alias or email address in the To box. For example, enter Helpdesk@Helpdesk.Woodgrove.com in the To box.

In the Subject box, enter a subject. For example, enter Unable to print checks.

In the message body, enter additional information that the help desk analyst can use to correct the problem. For example, enter The check printer has a paper jam. I will use a backup printer until the jam is fixed.

Optionally, attach files that the help desk analyst can use to correct the problem.

Validate creation of a new incident

In the Service Manager console, select Work Items.

In the Work Items pane, expand Incident Management, and select All Incidents. New incidents appear in the All Incidents view.
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SCMS 2022 and Creating Incident thruth e-mail does not appear

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