Mike, I added custom workflow to ar system messages form. My protection is to have it all documented and backed up in a def file. That said, I'm on Patch 3 and none of the patches have impacted my worklow or the additional fields I placed on the form.
Biggest problem I had to account for is to avoid a looping situation caused by "out of office" replies. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mike Balogh <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> 06/20/2007 03:45 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject parsing email subject line to create/update tickets Hi all, I apologize if this has already been posted... I posted it from the ARSList web page and it seems that it isn't showing up in the online archive, so I fear it may also have not gone out to the list. I'm currently developing a custom application for a client which involves an integration with the ARS Email Engine to create/update tickets. We are on version 7.01 p2 on MSSQL 2005. The client does not want to be restricted to using email templates. When a new email arrives, the system should parse the subject line for a ticket number. If a valid number is found, the email should update the existing ticket. If no valid number is found, a new ticket should be created. The best way I can think of to do this is to create some custom workflow on the 'AR System Email Messages' and 'AR System Email Attachments' to perform these operations, which should be fairly simple. My question is this... does anyone see any reason why this is a bad idea? Could we have problems with this custom workflow being overwritten or becoming invalidated when applying patches or new email engine versions? And if so, what is the best way to go about this other than adding custom workflow to the forms mentioned above? Thanks in advance for your input! ~Mike -- Michael J Balogh Wingspan Systems Inc [EMAIL PROTECTED] http://www.wingspaninc.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
