Ray, Instead of using the email engine to create a helpdesk ticket I would suggest creating workflow. Build one or more filters to parse the AR EMail form "on submit" and push the data to a staging form that you create. You can predefine all of your required helpdesk field values and/or build workflow against the staging for to use logic to determine priority, requester, etc. After your workflow is done manipulating the record created in the staging form by the incoming email you can simply push the fields to the HPD:HelpDesk form and you're GTG. As for turning the email into an attachment; thats a little outside my expertise. You would need to use the Run Process feature to execute a command to export the email record (if you want to include the attachment thats in another form so you'd wind up wtih 2 or more files per email) then do something similar to attach that export file back to the case you create. Only thing is; it wouldn't be in a format like that which you'd get by saving a message directly from a 32-bit email client. Hope that helps! Eli
________________________________ From: Action Request System discussion list(ARSList) on behalf of Ray Gellenbeck Sent: Fri 2/8/2008 3:08 PM To: arslist@ARSLIST.ORG Subject: Remedy Email Engine in ARS 6.x ** 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. ________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. <http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"