We find it useful. We copy everything to a service desk account from the ticket making account so they can do things like see the tables in the original HTML. Sometimes emails come in that still have all the data in the ticket but are nearly impossible to read once changed to plain text to get put in the notes/work info.
Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Monday, May 10, 2010 5:10 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** I our case, there is no e-mail inbox that the service desk looks to. All e-mails sent to the service desk e-mail create a ticket for the service desk to handle. In this scenario, there is no need to have a separate mailbox that you can forward to. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Monday, May 10, 2010 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** We do something like this. A word of warning. Remedy deletes a message from the inbox when it processes it. This does not appear to be configurable. This would delete the mail out of the help desk mailbox if you have Remedy look there. Much better to have a secondary (forwarded) account for Remedy to check. Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the "AR System Email Messages" entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _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"
