Hi, You can use one fixed user for all email coming from unregister email I'd in remedy and say requter's FN, LN, location same for all same kind of request except email I'd. Carry same email I'd (from where original email come) on incident form (through interface form) in customer email I'd field. Here even if you have fixed user for unregister email I'd, system will sent all customer notification to requter's email I'd.
Regards Kiran On Tue, 23 Jul 2013 00:23:59 +0550, arslist@ARSLIST.ORG wrote: > Thanks Douglas. I can't figure out how to get the email to be picked up by > the email engine to begin with, without submitting as a template, i.e. > including #AR-Message-Begin and the server/user/pw etc. I've got filters on > the Messages form to fire on submit where direction = Inbound, and to parse > the INCXXXX out of the subject, and a staging form and lookup workflow > between the AR System Email Messages form and HPD:IncidentInterface forms, > but without the email being picked up to begin with, it's running pretty dry > :). > > Any thoughts? > > > ** > 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" > > _ARSlist: "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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
