Levi, Great stuff.
As a point of interest - my brother works for one of those 300+ companies. :) Sounds like you have a good strategy and it is working well for you. Do you find the rules/actions able to cover your needs fairly well - or do you feel you need to do a fair amount of filter work in addition? Also - one last question … are people asking for email boxes because they have some system that is creating the emails — or - are they finding that it is the easiest way for people to create “incidents” that may have some sort of special attributes to them (vs just a generic incident)??? -John On Thu, Aug 20, 2015 at 9:32 AM, Lippincott, Levi (OMA-GIS) < levi.lippinc...@interpublic.com> wrote: > ** > > John, > > > > So we do a couple of things. > > > > In our Corporate environment we are running Exchange 2013 with POP > disabled. The only available protocol to use was IMAP but in the version of > Exchange 2013 that we have Microsoft actually changed the IMAP protocol > slightly and it was causing our inbound submissions to be void of images > and if it was mixed message format only certain parts would come through. > To get around this we setup our own hMail email server on a separate Tomcat > server and we setup a local remedy domain. To handle routing we had our > Exchange admins setup MX records with our local domain to the IP of the > Tomcat server. This allowed us to connect using IMAP or POP free from any > of the Exchange restrictions. We still use our corporate relay for outbound. > > > > All that being said we are running 8.1.00 currently, with plans in the > upcoming weeks to upgrade to 8.1.02. We are a multi-tenancy environment > with 300+ Companies. > > > > All of our ticket updates are standardized, we require the full ticket > number to be at the end of the subject line. All of those “bad” emails in > my below examples were when someone tried to update a ticket improperly. > > > > Our inbound ticket creation is not that standardized. The only real > requirement we have is that if the email is to generate a ticket it cannot > have RE: at the beginning of the Subject line and the email address they > are sending to has to be the only thing in the To field, any other email > addresses need to be in the CC or BCC fields. > > > > When we have a department approach us for auto creation we have them work > with the Exchange administrators to setup a mailbox that forwards on the > server side to our processing mailbox. Then they give us the email address > that was created and then I go into the RBE:Console form and setup the > creation rules that we work with this department on. Such as, it goes to > this group with a specific categorization. After I configure the rule I go > to the RBE:Rule form, find what I just created, then I change the Company > name I created it under to the Global designator. From there I pull up the > RBE:Action form, find the rule I just created, and then I remove the > <auth>Validate User</auth> from the string to allow anyone that sends > properly to create a ticket. > > > > One of these days I am going to overlay or build custom workflow that will > do those RBE:Rule and RBE:Action steps for me since it is the standard we > use. > > > > We have custom workflow that if they are non-validated user then it will > create the ticket with the Customer information “ENTER VALUE” and it > requires the tech who first works on the ticket to set the Customer name > properly. > > > > If we have a department who wants various categorizations or different > group configurations for their emails we can do it a couple of different > ways. Our most common is just have them setup a different mailbox for that > particular requirement. Otherwise we can have them make it clear to their > customers that they want specific key words in the Subject line in order > for it to work. > > > > We also overlaid the workflow that handles the attachments for the tickets > and instead of parsing out the various images and attachments and then > putting them on the ticket we simply attach the full email from the > Alternate Attachments tab on the AR System Email Messages form. By doing > this it keeps full integrity of the email intact and has been better for > audits. > > > > I hope that helped answer your question and didn’t just waste your time > blasting you with a bunch of information you didn’t need. > > > > *Levi Lippincott / *Remedy Administrator > > > > +1 402 561 7014 office > > +1 402 321 5421 mobile > > levi.lippinc...@interpublic.com > > > > *Interpublic Group* 6825 Pine Street, Omaha, NE 68106 > > > > *"Talent is a Gift; But Character is a Choice." -Matt Grotewold-* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg > *Sent:* Wednesday, August 19, 2015 3:15 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: High volume email inbox > > > > ** > > Levi, > > > > Great stuff. > > > > So - in general it seems as if the incoming mail is pretty highly > standardized and is reasonable to automate (in terms of updating tickets > ???) > > > > Would you say you use the inbox for a “variety” of “routes” — or do you > have different email accounts for different functions? > > > > (I am just trying to get my head around using email for automation) > > > > > > -John > > > > > > > > > > > > On Wed, Aug 19, 2015 at 2:40 PM, Lippincott, Levi (OMA-GIS) < > levi.lippinc...@interpublic.com> wrote: > > ** > > John, > > > > I don’t know if we have a “high-volume” but I just ran a report and this > is what I show over the past 2 weeks, excluding weekends. > > > > We averaged 2,454 emails per day with our lowest day being 1,806 and our > highest being 2,998. > > > > For “good” emails we averaged 95.6% with our lowest being 94.3% and our > highest being 97.0%. > > > > The only real “non-good” types of emails we have are when someone is > trying to update a specific ticket with a reply and the subject line is > formatted improperly to allow the ticket # to be pulled out. > > > > We accomplish this by filtering out almost all other “non-good” types of > emails on the mail server. All spam is filtered at the corporate messaging > level so we do not handle that, I suppose a few might slip through the > cracks. > > > > All bounce-backs and auto-replies are automatically deleted on the mailbox > side, with the exception being if there is a ticket number in the subject > line to update the ticket. This allows a support staff member who is trying > to troubleshoot an issue know if the person they are trying to contact is > out of the office. > > > > For giggles below is my quick/dirty spreadsheet of the data. > > > > > > *Date* > > *Incoming* > > *Outgoing* > > *Update* > > *Bad* > > *Good Average* > > 8/4/2015 > > 2395 > > 20909 > > 1585 > > 98 > > 95.9% > > 8/5/2015 > > 2602 > > 21934 > > 1766 > > 77 > > 97.0% > > 8/6/2015 > > 2423 > > 18722 > > 1601 > > 96 > > 96.0% > > 8/7/2015 > > 1977 > > 15308 > > 1372 > > 82 > > 95.9% > > 8/10/2015 > > 2820 > > 22292 > > 1835 > > 109 > > 96.1% > > 8/11/2015 > > 2661 > > 22410 > > 1686 > > 151 > > 94.3% > > 8/12/2015 > > 2998 > > 22451 > > 2133 > > 114 > > 96.2% > > 8/13/2015 > > 2494 > > 21355 > > 1726 > > 111 > > 95.5% > > 8/14/2015 > > 1806 > > 14930 > > 1250 > > 93 > > 94.9% > > 8/17/2015 > > 2607 > > 22212 > > 1664 > > 136 > > 94.8% > > 8/18/2015 > > 2725 > > 22895 > > 1766 > > 136 > > 95.0% > > 8/19/2015 > > 1945 > > 15853 > > 1312 > > 82 > > 95.8% > > Average > > 2454 > > 20106 > > 1641 > > 107 > > > > > > I hope that helps or answers your question. > > > > *Levi Lippincott / *Remedy Administrator > > > > +1 402 561 7014 office > > +1 402 321 5421 mobile > > levi.lippinc...@interpublic.com > > > > *Interpublic Group* 6825 Pine Street, Omaha, NE 68106 > > > > *"Talent is a Gift; But Character is a Choice." -Matt Grotewold-* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg > *Sent:* Wednesday, August 19, 2015 11:54 AM > *To:* arslist@ARSLIST.ORG > *Subject:* High volume email inbox > > > > ** > > > > Just wondering … who feels they have a “high-volume” inbox for their IT > group? > > > > And if so — how many incoming mails do you get a day??? > > > > And … roughly > > -what % are “good” > > > > And — generically - how do the “non-good” emails breakout? > > - bounces? > > - auto-response? > > - spam? > > > > > > Or ???? anything else that would be good > > > > > > Thanks, > > > > -John > > > > -- > > *John Sundberg* > > *Kinetic Data, Inc.* > > *"Your business. Your process."* > > > > 651-556-0930 I john.sundb...@kineticdata.com > > www.kineticdata.com I community.kineticdata.com > > > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > This message contains information which may be confidential and > privileged. Unless you are the intended recipient (or authorized to receive > this message for the intended recipient), you may not use, copy, > disseminate or disclose to anyone the message or any information contained > in the message. If you have received the message in error, please advise > the sender by reply e-mail, and delete the message. Thank you very much. > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > > > -- > > *John Sundberg* > > *Kinetic Data, Inc.* > > *"Your business. Your process."* > > > > 651-556-0930 I john.sundb...@kineticdata.com > > www.kineticdata.com I community.kineticdata.com > > > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > -- *John Sundberg* Kinetic Data, Inc. "Your business. Your process." 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
