Hi Mark, As mentioned, version 8.0.00 does introduce some functionality regarding incoming emails.
For versions pre 8.0.00 I have an integration package available to do this with the ability to create Incidents from incoming emails. I have even had customer enhance this further on their own systems. It is all ARS based workflow, so you can modify to suit your requirements, and you can download an evaluation version from my website to test the functionality: http://www.missingpiecessoftware.com/products/ar-email-to-itsm-integration Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 19 November 2012 18:51 To: arslist@ARSLIST.ORG Subject: Incoming mail on ITSM ** Hi All, In ITSM 7.6.04, in the Incident I can select Functions > Email System and send out a free test email. After send a record of the email is displayed in Work Info. If I send an email to the AR Server, it ends up in the AR System Email Messages and stops there. Out of the box can it be pushed to the Work Info of the referenced incident? Incident would be in the subject line. In 6.3 I had to build this email functionality to email from the incident and receive replies back to the incident. The push was easly enough but including the attachments was pretty complex. Pleasantly surprised to see that out going is built into the OOB ITSM and was hoping the incoming had also been done. If it is there, how do I turn it on. If it is not there has anyone done this with ITSM and if so how. Any white papers out there for this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company 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 ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
