How to Contact a User from an Incident Form

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

In System Center 2012 – Service Manager, you can contact a user by email 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 Lync 2010 installed.

To contact a user by email

1. In an open incident form, click the presence indicator next to the Affected user box, and then click the triangle icon next to the box.

2. Click Send Mail.

3. Your email 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

1. In an open incident form, click the presence indicator next to the Affected user box, and then click the triangle next to the box.

2. Click Send Instant Message.

3. Your instant message program opens. Compose the instant message, and then send it.

Managing Incidents