Classification: UNCLASSIFIED
Caveats: NONE
You can also do this through a Filter.
Follow the following rough steps
1. Create an Inbound email address in the "AR System Email Mailbox
Configuration" form
- this email address should be one to one with the type of
ticket you are submmitting
- Make as many as there are incidents you want to capture
- Make sure you select "PARSE" on the Email Action (on the
Advanced Configuration tab)
2. Create a Filter which fires on Submit on the "AR System Email
Messages" form
- The Run if will be Mailbox Name = "--------" (email address in
step 1)
- Action will be Push Fields, Create a New Request (1=1) to the
"HPD:HelpDesk" form (this is Incident)
- Include all unique fields that you want to be pushed to
Incident
- Subject should equal Summary
- Body should equal Notes or Description (depending upon
your version)
- Customer should be the From: email address (you can
use the system to look up person info off eamil address
if you wish)
- Default everything else (get all of the Required
fields)
- If you have automatic assignment setup, then it will
assign the ticket based upon the Summary, CTI
combination. (CTI is now called Operational Categorization and the
fields are Tier 1+, Tier 2 and Tier 3).
- The Filter will submit the ticket similar to how the Requester
Console submits a ticket.
3. The original email message will only be there on the submit, but the
Filter will take the data and create a rough incident. You may need to
have constant monitoring because many fields will be defaulted. Most of
the time a rough incident is all you need.
I've always said that if you have a capability to email (Sendmail,
Outlook, etc.) you can create a rough BMC-Remedy ARS ticket.
Gordon M. Frank
DISA\Version FNS
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, December 06, 2007 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Question: ITSM 7.0 - Incident - Email Inbound
**
I was wondering if anyone has setup Remedy to create Incidents in ITSM
7.0 using email?
Thanks!
__20060125_______________________This posting was submitted with HTML in
it___
Classification: UNCLASSIFIED
Caveats: NONE
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