This is a feature that was added after Release 7.6.04 that allow Rules to be created to do what you are requesting. The only issue is that you will need to create a people record for the application A for this to work. The RBE will not allow the Incident to be updated it only allows Work Info entries after the initial creation. You would need to create a customization for Application A to update the Incident.
-----Original Message----- From: Dee <ddus...@aim.com> To: arslist <arslist@ARSLIST.ORG> Sent: Wed, Feb 12, 2014 10:41 am Subject: What can the Email Engine do? Hello List, I'm hoping you can guide us, We are configuring the email engine for the first time, however, we would like o know if it can handle bi- directional communicate between mailboxes for odification/updates of a single ticket? 1. Application A send to the Remedy mailbox an email to open a incident ticket. . On open of that request, Remedy sends the status/incident number/etc to pplication A. . In Remedy the incident is updated, Status change/Support Personnel hange/Work Description/Severity/ etc, this change is updated in Application A . In Application A, the incident is updated, Status change/Support Personnel hange/Work Description/Severity/ etc, this change is updated in Remedy. How does the mailbox handle, storming event in the mailbox? Requests to open and pdate multiple events in parallel? e are upgrading to 8.1.00 Email Engine which will be configured against 2010 utlook mailbox. .1.00 Patch 2 ARS on UNIX 6.1.7 On 11G, with 8.1.00 Patch 2 Midtier on ebSphere 8.5 all on UNIX 6.1.7. lso will be upgrading OS to UNIX 7 or UNIX 6.1.8. _______________________________________________________________________________ NSUBSCRIBE 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"
