Folks, A couple email engine beginner questions...
We're setting up an automation between one system's email output and Remedy incoming Email Engine for creation of new tickets. The email from the upstream system is shared by other teams, not just Remedy, so I'm trying to minimize impact to the email body. It was already a bit of a hassle getting ! added around all field names... 1. If my sole use of incoming email is automatic ticket creation, is there any configuration settings where I can avoid having to put the Server: Form: Key: Action: info in every email? We're trying to avoid putting such things in the email as it is seen by other groups. It seems to me that the manual hints at but falls short of specifically describing how to default/automate such info for incoming email. 2. Is there a configuration setting for bringing the SUBJECT of the email into a field on the target form? If not, it will mean another "hey, could you add this !Subject:! to your email body" and not go over well. 3. The attachments functionality seems to only focus on taking attachments from the current incoming email. Is there a way to tell the email engine to post the entire email message as an attachment into the destination form (on top of parsing it into the other fields)? The reason I ask is that the DOWNSTREAM users require that the original email be attached to the records for back-researching puposes in cases where a human has to intervene. Thanks in advance for answers to some or all of these questions. I hope they're just a case of the manual being too vague for my poor mind to catch it. All 3 seem like they would be rather logical and simple to achieve with the stock functionality without the need for scripting etc. ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"