Hi Kathy, Not knowing your full situation here is an idea, but there may be better. The easiest thing would be to use an email template to the HPD:IncidentInterface_Create form. On this form I would create a field for your keyword (e.g. Provisioning). Then create a filter with an execution order less than 100 run if ‘keyword’ = “Provisioning” set field Assigned Group = “Provisioning Team”.
If the proposal is to use a free text email, you would need to push the email from the AR System Email Messages form to a custom Email Staging form, hope the keyword can be parsed out and then push to the HPD:IncidentInterface_Create form. Also if the entry of the keyword is free text then you have to account in your workflow for Provisioning, provisioning, PROVISIONING, etc. This would likely drive you nuts unless you set the case with a set field lower($keyword$). If the input data isn’t predictable, then the output workflow can’t be guaranteed. In such a case I wouldn’t do it. Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Tuesday, October 15, 2013 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** ** We are on 7.6.4 AR System/ITSM – is this done through email templates with 7.6.4? I did not see this on the communities – I saw lots of email questions, but not the code specific to building this workflow. If anyone can shed some light on how this can be done, it would be greatly appreciated. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice Sent: Tuesday, October 15, 2013 2:03 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Email Workflow Generate HPD Ticket ** There is a rules based email engine the was released with ARS/ITSM 8 that allows this to be done. The original code may be on communities. Sent from my Verizon Wireless 4G LTE DROID Kathy Morris <kathymorris...@aol.com<mailto:kathymorris...@aol.com>> wrote: Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with “Provisioning” then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week – or should we plan on more time for this type of integration? _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ________________________________ 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. ________________________________ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
