Rick, Our intention is to avoid using templates for that very reason. Which is why I'm looking at writing custom workflow on the email forms to do the parsing and creation/update of tickets. Sorry if my email wasn't clear.
~Mike -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 20, 2007 3:55 PM To: arslist@ARSLIST.ORG Subject: RE: parsing email subject line to create/update tickets Well, the biggest problem with the template methodology in general, and this particular issue, is that of data integrity. The data format and structure must usually be an exact match to what ARS is looking for, or it won't find a match. Are your users going to be able to provide that nearly perfect level of data integrity when it comes to the subject? That sounds unlikely, given the number of variant ways the same issue could be verbalized in the subject line. How will you deal with a subject line that matches multiple tickets? Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Balogh Sent: Wednesday, June 20, 2007 12:45 PM To: arslist@ARSLIST.ORG 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
