In System Center Service Manager 2012, you can contact a user by e-mail or by instant message when an incident form is open. The presence indicator is shown in the form next to the affected user’s name and it displays their current status, if known. For the presence indicator to accurately reflect a user’s status, the user must have an Active Directory account, and the user must be a member of the same domain in which the Service Manager management server has its computer account. Additionally, the computer running the Service Manager console must have Microsoft Office Communicator installed.
|If a user’s account belongs to a domain other than the domain in which the Service Manager management server has its computer account, the presence indicator might not accurately display the user’s status.|
To contact a user by e-mail
In an open incident form, click the presence indicator next to the Affected user box, and then click the arrow icon next to the box.
Click Send Mail.
Your e-mail client program opens and adds the user’s name to the To box. Compose the e-mail message, and then send it.
To contact a user by instant message
In an open incident form, click the presence indicator next to the Affected user box, and then click the arrow next to the box.
Click Send Instant Message.
Your instant message program opens. Compose the instant message, and then send it.