Sorry John, I have NO experience with instruction templates….but it sounds like an interesting concept, interesting enough to read up on J
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, March 04, 2011 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Incoming email with User Instructions. LJ, I’m not parsing the incoming email manually. I made an instruction template that performs a Submit action, tied it to a record in the AR System user Instruction form called Accept document. That is what creates the record in my form. I think the issue I described was because my email address was tied to both records in the user form. It just grabbed a different record each time which worries me because we do have “Group Queues” that hold multiple email address so one individual could have their email address in a few user records. That’s another hurdle to beat. Joe, I need to do this because our system is not open to the WWW but some of our customers do not have lan/wan access. They need to receive notifications and reply with the Action: Accept to create a record of their acknowledgement. Currently they send the email to “George” and “George” has to update the ARSystem record with their acknowledgements ( 100’s of them a month). “George” is busy. I’ve set up a filter to pull the email address out of the User record on submit and I’ll see if that works for what I want. I was hoping it could be done with the Template. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, March 04, 2011 12:57 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Incoming email with User Instructions. ** John, How about distributing that attachment over a mid-tier link in an attachment field, which when opened (window open), updates the AR System. Have a disclaimer on that email that says opening that link and signing in, the user acknowledges that he has downloaded the intended attachment.. Maybe you could get your legal department to phrase that nicely.. That would be a legal agreement with the user that he did indeed get to the form, and downloaded the attachment. Joe From: Reiser, <mailto:john.j.rei...@lmco.com> John J Sent: Friday, March 04, 2011 12:19 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the “Admin” account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
