Nope. We’re on 7.5. FWIW, I use Procmail and some scripts to generate these templates to create tickets that get appropriately routed to specific support groups from automated email.
Ron From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bajwa, Ibrar Sent: Tuesday, December 20, 2011 1:30 PM To: arslist@ARSLIST.ORG Subject: Re: Resolved.RE: [$$ $$] wrap in email templates ** Thank you for this! I will definitely clean it up and try using this. Are you using 7.6.04 ron? Ibrar Bajwa Remedy Analyst Brookfield Corporate Operations Technology Services 1 Adelaide Street East, Suite 1400, Toronto, ON M5C 2V9 T 416.649.8249, F 416.649.8245 ibrar.ba...@brookfield.com [Brookfield Logo] View Important disclosures and information about our e-mail policies here<http://www.brookfield.com/emaildisclaimer>. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Tuesday, December 20, 2011 4:15 PM To: arslist@ARSLIST.ORG Subject: Re: Resolved.RE: [$$ $$] wrap in email templates ** I frequently create tickets with multi-line details that include colons and have no problem. Here’s an example message that works though the message has been sanitized: Action: Submit Schema: HPD:IncidentInterface_Create Login_ID !301921200!: loginid Login: login Password: password Format: Short # What group should it go to Assignee+ !1000000218!: Assigned Group*+ !1000000217!: Group Support Company* !1000000251!: Company Support Organization* !1000000014!: Organization # What is the description Description !1000000000!: [$$Backup Error on some_server: Exit Status: 25 (cannot connect on socket)$$] Details !1000000151!: [$$ ------=_Part_4027_2086759731.1324221330135 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: 7bit Alert Raised on: December 18, 2011 7:15 AM Job: 135951 Tree Type : Server Tree Name : ALL MASTER SERVERS Nodes : some_server Job Policy: some_policy Exit Status: 25 (cannot connect on socket) Client: some_client New State: Done Alert Policy: PROCMAIL TICKET GENERATION ALERTS OpsCenter Server: some_other_server Severity: Critical ------=_Part_4027_2086759731.1324221330135-- $$] # Impact and Urgency Impact* !1000000163!: 3-Moderate/Limited Urgency* !1000000162!: 3-Medium Create Request !301674600!: Yes DatasetId ! 400127400!: 0 ReconciliationIdentity !400129200!: 0 Reported Source !1000000215!: Systems Management Server: ar_server Service Categorization Tier 1 !1000000063!: Fix/Repair Service Categorization Tier 2 !1000000064!: Backup Service Categorization Tier 3 !1000000065!: Product Categorization Tier 1 ! 200000003!: Software Product Categorization Tier 2 ! 200000004!: Application Product Categorization Tier 3 ! 200000005!: Backup / Recovery Product Name* ! 240001002!: Service Type !1000000099!: Infrastructure Event Status !7!: New z1D_Action !1000000076!: Create From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bajwa, Ibrar Sent: Tuesday, December 20, 2011 12:50 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Resolved.RE: [$$ $$] wrap in email templates ** That’s exactly what I did. And it seems to be working now! Thanks Ibrar Bajwa Remedy Analyst Brookfield Corporate Operations Technology Services 1 Adelaide Street East, Suite 1400, Toronto, ON M5C 2V9 T 416.649.8249, F 416.649.8245 ibrar.ba...@brookfield.com<mailto:ibrar.ba...@brookfield.com> [Brookfield Logo] View Important disclosures and information about our e-mail policies here<http://www.brookfield.com/emaildisclaimer>. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Tuesday, December 20, 2011 8:56 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: [$$ $$] wrap in email templates ** Could it be that you have colons in your details field? I know that if our email engine sees a colon where it shouldn't be, it thinks it's a field and then errors out. Change your colons to hyphens and see if that works... Thanks! Lisa ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca Sent: Monday, December 19, 2011 6:37 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: [$$ $$] wrap in email templates ** Try: [\$\$ <your text here> \$\$] On Mon, Dec 19, 2011 at 2:48 PM, Bajwa, Ibrar <ibrar.ba...@brookfield.com<mailto:ibrar.ba...@brookfield.com>> wrote: Hello Everyone! I am having issues with using a auto-generating ticket via email for incidents. I have narrowed down the issue to tickets that multiple lines in the 'details'. It seems as if any tickets that have multiple lines in 'details' wrapped with [$$ text $$] is not accepted by remedy for creating the ticket via email. However, details that are simple single line do seem to be generating. Below is an example of what works and what doesn't. I have tried with $$] on next line and last line in the template of the email. <DOES NOT WORK> ... Details !1000000151!: [$$Event Name: A Service Incident has been reported URL: https:// Event originator: servername Event Severity: 3 Event received: whatever date Event description: This event will be sent any time a service incident is reported. A service incident is generated when it is determined that a serviceable event has occurred based upon analysis of system-initiated events. User Action: Refer to the Recommended Action under the event details section.$$] <DOES WORK> ... Details !1000000151!: Event Name: A Service Incident has been reported (Type 4). Any assistance would be appreciated. If you require more details, just ask away. Ibrar Bajwa Remedy Analyst Brookfield Corporate Operations Technology Services 1 Adelaide Street East, Suite 1400, Toronto, ON M5C 2V9 T 416.649.8249<tel:416.649.8249>, F 416.649.8245<tel:416.649.8245> ibrar.ba...@brookfield.com<mailto:ibrar.ba...@brookfield.com> View important disclosures and information about our e-mail policies http://www.brookfield.com/emaildisclaimer. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the Answers Are" -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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