This doesn't directly address your problem, but you may find it useful. What we did was to grab the Request Id and store it in the Email Messages form. Then added a table to the Helpdesk and Change forms to list email messages associated with the Request ID. Users can open the messages to read. Also, added capability to send messages by adding them to the Email Messages form.
--Pam ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark Sent: Wednesday, March 19, 2008 10:55 AM To: arslist@ARSLIST.ORG Subject: Remove Email Trail HI All, I have a process when an email comes into Remedy (AR System Email Messages), I push it to a customer email form if there is a Request ID in the subject line. Next I grab just the Request ID, search for the Trouble Ticket and if there is a match, push the email to the Work Log of the ticket. If the incoming email is part of a long string, the Work Log gets real ugly. What I would like to do is grab just the new part and put in the work log. In the case of a reply, is there way to identify where the reply ends and the original email begins. Depending on the email client, it looks like there could be different separators. Thanks Mark This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. __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"
