It can be pretty complicated. You will need to have workflow that watches the AR System Email messages form, and when an email comes in, you can, in the simplest case, use the HPD:IncidentInterface_Create form to push a new incident into Help Desk. YOu could then attach the email as a work info item, using the HPD:IncidentInterface and the Incident created previously.
To get fancier, you could grab the user information from the from field, and use that to set the requester information on the incident during the initial create. It's not hard, but it's not "enable this active link" either. On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield <jim.hetfi...@gmail.com>wrote: > Anyone know how BMC's support website takes incoming emails and associates > them to incidents? I'm looking into how to do that, creating work info > entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't > an option at this time. > > TIA > Jim > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
