I'll second Rick's comment - twice. I've never used the email engine for incoming processing - the reason being is it looks WAAAAAAAAAY too complicated to setup and get consistent results. The Requester interface, on the other hand, works like a charm and doesn't require too much thought for the non-techie folks that use it. Michael
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, December 06, 2007 8:19 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! __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
