My 2 cents to update an existing ticket from incoming emails.
1. Create a Staging Form that will have all the Incoming Emails. This staging form will have fields - Subject, Message, Incident ID, Task ID, and Service Request ID etc…. 2. Create Filter(s) that fires on submit with a Run If qualification(s) of "INC0%" or "REQ0%" or "WO0%" or "TAS0%" or "CRQ%" parse the respective number (using functions STRSTR, LTRIM, SUBSTR) and set it into the corresponding field. 3. Then, push it to the corresponding work log. This assumes that · The Subject Line of the email will contain Incident/Request/Work Order/Task ID. · It is an ITSM 7 environment. Thanks Mahesh On Wed, Oct 29, 2008 at 7:05 AM, Shrestha, Manjari R. < [EMAIL PROTECTED]> wrote: > ** > > > > Hello List, > > > > I need some inputs on creating an Automated E-mail application where a > Customer sends an ordinary e-mail to an inbox which will be submitted to the > ARS Inbox. I am planning to have all the e-mails from this inbox get > submitted to a holding form where I can have choice of creating a new > ticket, add to existing ticket or deleting the e-mail. > > > > I am planning on having a filter fire when a new E-mail arrives so it gets > submitted to the Email Holding form where agents can take further actions on > the email. Any input will be much appreciated. > > > > Thanks! > > > > *Manjari R. Shrestha* > > Junior Programmer Analyst > > * * > > *SAIC*** > > 12530 Parklawn Drive, Suite 350 > > Rockville, MD 20852 > > Office: (301) 998-7364 > > [EMAIL PROTECTED] > > > > > __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"
