After over 7 years of running Rem-Mail with my Help Desk 4.0 and 5.5 systems, it will be hard to convince my users that there is nothing in ITSM 7 to reply to. I have observed several lengthy "conversations" about handling incoming email over the last year +, but have had to ignore them while fighting other battles to get our system ready for production. Since several of you have addressed this problem already, what are your opinions on the best (and simplest) ways to turn a customer's reply to a notification into a work log entry (which is what we do now in Rem-Mail)? Or is there a better tactic? I am familiar with creating a work log entry for a specific Incident since we are already doing that from follow-up service items in Kinetic Request. Unlike the HPD:IncidentInterface_Create form (which works just fine for creating incidents), I have found that the HPD:IncidentInterface join form is virtually impossible to work with (and endangers existing data) so that I would much rather work directly in the HPD:WorkLog form.
So, what has worked best for those of you who have already tackled this issue?? ARS and AREmail 7.1.00.002 ITSM 7.0.02/03.007 SLM 7.1.00 Win2K3 Ent x64 Exchange Server 2000 (yeah, really - I know I need to upgrade...) I don't have to worry too much about people replying to the SLM notifications, now that I know that the integration to Incident Management was improperly designed and fails to send any of them to assigned support groups; there damn near aren't any going out!! :( Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
