Thanks Shawn, Ahhh ... definitely ITSM related. I have no RBE: forms.
We have alot of email formats but they are handled in filters. Always looking for a better way ! Thanks, Susan On Mon, Feb 17, 2014 at 11:09 AM, Pierson, Shawn < shawn.pier...@energytransfer.com> wrote: > ** > > Rules Based Email. > > > > It probably has a different official name but the forms are prefixed with > RBE. Basically I built (then a colleague improved upon) two custom email > integrations that were in use up until 7.6.4. The first was email-based > approvals, which I could almost accuse BMC of copying except their > underlying code is completely different from mine, and the second was the > ability to create and update Incidents (along with multiple inboxes tied to > different Incident Templates.) > > > > With 8.1, we decided to try to be more out of the box on incoming emails, > so we've used the Rules Based Email stuff in 8.1 to create and update > Incidents, and we've built some very custom rules with slight custom code > to handle inbound email approvals (the out of the box 8.1 functionality is > basically on the level of the first version I built, which doesn't handle > all the cool features we've added to handle attachments, justifications, > alternates, etc.) > > > > My problem is, for various reasons within my organization we have > difficulty with the source data that feeds into CTM:People being accurate, > so sometimes we'll get a People record with a valid email address but not > one that the user users because it's not from their primary domain. Or we > may get a new hire that isn't yet set up in such a way that Remedy knows > they have an email address yet even though they're sitting at their desk > firing off emails to create Incidents. > > > > If you're curious about how well documented it is, take a look at this > Troubleshooting section: > https://docs.bmc.com/docs/display/public/servicedesk81/Troubleshooting+email+record+creation+and+updates > > > > Thanks, > > > > *Shawn Pierson * > > Remedy Developer | Energy Transfer > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer > *Sent:* Monday, February 17, 2014 11:01 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: 8.1 RBE Documentation > > > > ** > > Hi Shawn, > > Is this RBE something that is ITSM? We're on 8.1 and I do not find > anything looking like RBE. What is the form name? > > Thanks, > > Susan > > > > On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn < > shawn.pier...@energytransfer.com> wrote: > > ** > > So we've been on 8.1 for a few weeks now (I should post an update to the > Mid Tier issues thread, it's mostly working for me now.) We ripped out our > fully-functional custom email processing code to use the Rules Based Email > stuff that was added in 8.1. It seems to work most of the time, but it's > mostly undocumented and difficult to troubleshoot. > > > > Is anyone else using this 8.1 functionality and has more thorough > documentation than BMC provides? Specifically, I'm looking for information > on how to troubleshoot the RBE, and what to do when a failure occurs and > how you can resubmit an email. For example, I found a failure that was due > to the email address being incorrect in the People record, so I updated the > People record and would like to go re-submit the email to process. On the > RBE:Message form there's a Status field that you would think you should be > able to set back to "New" and it would trigger the workflow, but without > looking at it my guess is that the filters only trigger on submit. > > > > I'm planning on running some logs so I can try to fix BMC's code, but if > anyone has any documentation on how things should work, please share it > with me so I don't end up reinventing the wheel, fire, etc. > > > > Thanks, > > > > *Shawn Pierson * > > Remedy Developer | Energy Transfer > > > > Private and confidential as detailed > here<http://www.energytransfer.com/mail_disclaimer.aspx>. > If you cannot access hyperlink, please e-mail sender. > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > Private and confidential as detailed > here<http://www.energytransfer.com/mail_disclaimer.aspx>. > If you cannot access hyperlink, please e-mail sender. > _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"
