Could you have Exchange simply forward the account appropriately? That way, it keeps all of the data munging in Remedy.
Rick On Mon, May 10, 2010 at 10:20 AM, Martin, Dwayne <marti...@jmu.edu> wrote: > ** > > But they aren’t coming into the Remedy mailbox. They are coming into the > HelpDesk mailbox. What we need is something that will read the HelpDesk > mailbox, parse it all out, and email a template to the Remedy mailbox. > > > > Dwayne > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Monday, May 10, 2010 1:12 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Creating Remedy form entries from unformatted incoming > customer email > > > > ** > > Yeah, just dummy up the required field info that the email won't contain, > use a Push Fields Filter to map the Description field to the Subject, and > the body of the email to the Notes field, use the email address to get the > user info, and you're good to go. > > > > Rick > > On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne <marti...@jmu.edu> wrote: > > ** > > Thanks Rick! > > > > Yes we’ve worked with having customers fill out a web-page template, but > right now they are just sending emails like “My computer don’t work right > ever since I dropped it down the stairs.” Any way of pulling that into a > Remedy form? > > > > Dwayne > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Monday, May 10, 2010 12:56 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Creating Remedy form entries from unformatted incoming > customer email > > > > ** > > Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an > incoming template, have workflow ensure that the necessary data (mostly user > data) is there, and then push it to the Interface_Create form. You may want > to create a default set of Categorizations to dump those in so that the > staff knows they need to be triaged, but that's about it. > > > > Rick > > On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne <marti...@jmu.edu> wrote: > > ** > > Dear List, > > > > We are a university HelpDesk to which people submit problems via emails. > Our staff has to copy and paste this info into a Remedy HelpDesk form. It > would be nice if some product could automatically read the email and create > a Remedy form entry in which the email subject became the call summary, the > customer email is collected and store, and the email body becomes the > “Problem.” > > > > There are probably lots of products out there. Any that are especially > good? > > > > Dwayne Martin > > James Madison University > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
