Rabi, The way I did it here was to create a web app. This assumes that your BlackBerry can access a web app, which in turn can access your ARS system.
When the email is created in Remedy workflow inserts a hidden URL into the top of the email. The URL is not visible in Outlook (our email client) but appears when viewing on a BlackBerry. The user clicks this link which starts the web app. The URL will include at least one parameter that links back to a ticket or record. Although not required, I use a GUID in the URL and each email recipient gets a different GUID (even if the email is being sent to a group). I have a form that keeps track of the GUIDs with the Request Ids and a expiration date. After a certain amount of time (1 week) the link is no longer valid. I use ASP.Net and the ARS .Net API to retrieve ticket details and display to the user. The user can then update the work log, reassign the ticket, and/or change the status. A button is available for them to Submit their changes to the ticket. When clicked the web app updates the ticket in Remedy. For just a Yes/No response you could have two buttons, labeled "Yes" and "No". If you want to ensure that only the recipient of the email can update the ticket you could add a password field to the web app, which the user would enter. The web app would validate the password before updating ARS. HTH Stephen Remedy Skilled Professional -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say "Yes Response Form" with a certain record ID (and possibly a security key as well), and write a "Get" filter on that form to look for the combination of the record ID and the security key and on match interprete that as a "Yes" response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--t p14620271p14620271.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
