That's similar to what we do. ~25-30% of our incidents are created with that form via email. I use the OOTB email engine and that form for ticket creation. I handle all the logic of how the tickets are created prior to the email being sent to Remedy. We have a faceless account called "remedyemail" that is used in the way Tauf mentioned. If a user sends a message and their account is wonked for some reason, the system takes the error response email and creates a different incident ticket for the admins to deal with (fix account or some other remediation). That's the main downside that it doesn't have access to the database and make that determination at the time of ticket creation. In our situation, it's very infrequent.
Ron From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Friday, October 19, 2012 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: Don't know this person ** Mark, Will the submitter ever become an entry in ctm:people? If not, then you can create a service account or dummy user and hard code the info in your integration. If the user eventually becomes a record in your system and you want to update the previous record, you could parse some field nightly to match the person and update those incident records. Sent from my iPhone On Oct 19, 2012, at 9:05 AM, "Brittain, Mark" <mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote: ** HI All, Have been around ARS 6.3 for a long time but moving to ITSM 7.6.04 is in some ways like stepping on another planet. Have a requirement to create Incident either via email or web services and plan on using the HPDL:IncidentInterface_Create form. In this situation the person making the request will not be in the People form. OOB if the First Name* and Last Name* or First Name+ and Last Name+ don't match, I get an error. What would be the best way to create the Incident and get around this constraint? Filter with a GoTO?, add something to error filter so it does not first in this situation? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315-453-2912 x5335 Mobile: 315-882.5360 ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
