Service Manager powered by HEAT

Using XSLT to Process Incoming Emails in XML Format

•About Receiving Emails in XML Format

•How XML Emails are Processed with XSLT

•Service Manager powered by HEAT

About Receiving Emails in XML Format

This feature allows external users to send emails formatted in XML to Ivanti Service Manager. The system uses an XSLT script to convert the XML-formatted email into the supported XML format that Ivanti Service Manager uses to create a new incident or other business object.

To support Unicode characters within the email body, check Compress Message in the Inbox Configuration workspace. See Working with Email Inboxes for more information.

See Service Manager powered by HEAT for examples of the files described below. See Service Manager powered by HEAT for information about another Ivanti Service Manager feature that uses XSLT to convert XML.

How XML Emails are Processed with XSLT

The following diagram shows how Ivanti Service Manager processes XML-formatted emails with XSLT. Ivanti Service Manager fully supports XSLT version 1.0 with limited support for XSLT version 2.0.

Flowchart Showing How XML Emails are Processed with XSLT