Thanks J.T. I'm using the HPD:WorkLog now for the modify portion of the ticket... rather than allowing them to update any field, we set it so it would just add a WorkLog entry if the Subject of the email contains an Incident Number. I'll look into if further for the attachments.
Thanks again! - Mary ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Monday, April 14, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: How to add the attachment included in an email message when creating a new Incident One way to do this, though it is a lot of work, is to create a new form that combines the data from the Email Messages form and the Email Attachments form and pushes the joined data, using a table loop, to HPD:Work Log. This way it creates a separate work log entry for each attachment. Take a look at how HPD:WorkLog relates to HPD:Help Desk and you should be able to figure out what fields to push. You can push attachments like any other field. The trick is matching an attachment to an email and looping through all of the possible attachments. --- J.T. Shyman ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, April 14, 2008 10:21 AM To: arslist@ARSLIST.ORG Subject: How to add the attachment included in an email message when creating a new Incident Morning All! I've set up workflow to create new or modify existing records in Incident Management when a request is submitted via email thru the AR System Email Messages form; however I'm struggling with getting it to include any attachments. I've searched thru arslist and BMC's KB for different phrases, but am not finding anything about it... I'm guessing I'm using wrong phrases or words, so if anyone could point me in the right direction I'd really appreciate it! Or if there are any whitepapers, etc about the process that's even better :). I have a pdf on the Email Engine however it's using a template but we want to do this freeform, so basically if an email is submitted into the AR System Email Messages form, AND it gets pushed into the Incident Management app, then I need any attachments that were sent in the email to be attached to the ticket we created or modified. Thanks so much for any assistance!!! :) Mary Dollus ARS 7.0.01 patch 005 SQL server 2005 IM App 7.0.01 patch 006 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __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"
