I agree 100%. Not saying you shouldn't use templates or, as you pointed out the
web requester console. Just that it can be done without templates..
J.T. Shyman
Column Technologies
<mailto:[EMAIL PROTECTED]>
________________________________
From: Action Request System discussion list(ARSList) on behalf of Rick Cook
Sent: Thu 12/6/2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound
**
I don't doubt that it can be done, J.T. But at some point in the customization
continuum, pointing users to the web Requester interface is far less
resource-intensive (development, training, etc.) than covering all of the ways
email could be used and abused.
Rick
On 12/6/07, J.T. Shyman <[EMAIL PROTECTED]> wrote:
**
For MAPI you need to install Outlook or a similar client on your Remedy
server, I believe. Most places don't like to do that and use POP/SMTP instead.
J.T. Shyman
Column Technologies
________________________________
From: Action Request System discussion list(ARSList) [mailto: [EMAIL
PROTECTED] On Behalf Of T. Dee
Sent: Thursday, December 06, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound
**
THANK YOU !!!!
I'm going to take your advice and use templates.
This is my first time setting this up. I know in the AR System Email
Mailbox Configuration I have to setup "Incoming" email. We are using Microsoft
Exchange - so for the "Email Server Type" should I use POP3, IMAP4, MBOX, or
MAPI?
Is it recommended to use the same Exchange Account as I do for
"Outgoing" email or should I have a separate account?
THANKS again!
On 12/6/07, J.T. Shyman < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
> wrote:
**
I've done it personally with another of my co-workers. Attachments can
be grabbed without using templates if you are creative.
There is a form called HPD:IncidentInterface_Create. You will need to
push certain fields to it to create new incidents. Play with it on a test
system to see which suit your needs. We had to add some fields to the AR System
Email Attachments, AR System Email Messages, HPD:Help Desk and CTM:People forms
to get it all to work.
Beware: Not using templates can leave you vulnerable to getting spam
bombed. By that I mean someone can send in thousands of emails to your helpdesk
account and Remedy will merrily create tickets for each and every one unless
you are carful in your qualifications.
J.T. Shyman
Column Technologies
________________________________
From: Action Request System discussion list(ARSList) [mailto: [EMAIL
PROTECTED] On Behalf Of T. Dee
Sent: Thursday, December 06, 2007 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound
**
Rick - what "interface create form" ?
On 12/6/07, Rick Cook < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> >
wrote:
**
Yes. You can do it using email templates or by just pushing the data
in the emai fields (subject and body) to fields on a staging form, adding some
default data to allow the Incident to be created, and then ensuring that
someone does triage on it to get it properly categorized and assigned. Just a
caveat - if you need to capture email attachments, you must use the templates.
Remember to not submit it directly to HPD:HelpDesk - use that Interface
Create form, which will create the Incident.
Rick
On 12/6/07, T. Dee < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> >
wrote:
**
I was wondering if anyone has setup Remedy to create Incidents in ITSM
7.0 using email?
Thanks!
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