Re: BMC support page-Issue management question(Technical)
It can be done, just take your time. If I remember there was a posting a long time ago on how to do that in 6.x, but your going to have to search the AR list. Also speaking of BMC, boy that would have an OOB email interface on ITSM 7. To bad they have it on the support web, but not in the product. Maybe they could just put an email update of incidents from an e-mail. But I ask too much, Howard On Tue, Jun 16, 2009 at 5:49 PM, surya4u wrote: > BMC.com--> Support page-->Issue management-->new issue... > > Does BMC uses web service, remedy email engine in issue management > functionality? whenever i submit issue,i will get a response stating that > new issue has created with issue number and details... > > does anyone know the implementation logic behind this? > > My guess is, > 1. they have remedy form with issue management fields, right click on form > and created the form as web service. > 2. BMC added this ARS published web service in the support page...which > will > have create,modify operations. > 3. when the new issue is created, escalation or filter will fire and send > the notification to the person who created the issue. > > Also, when i updating the issue via email, how does the update goes only to > the diary field in issue management form? > When replying to issue via email,if i attach a document,how does it gets > added to attachment field > > please help... i have to implement the same stuff in remedy 6.3... > -- > View this message in context: > http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:rmisoluti...@verizon.netARSlist: > "Where the Answers Are" > -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: BMC support page-Issue management question(Technical)
TRy to use Form views, is much better than manage Web Services. When you have Email Engine, you could handle at may forms the content, the message could be manipulate as text. And one suggestion, try to build this by yourself, do not try to wonder how BMC did it, if you do this, you'll spend a lot of time... Hugo Ruesga perotsystems® US 972.577.7000 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. > Date: Tue, 16 Jun 2009 14:49:55 -0700 > From: meetsury...@gmail.com > Subject: BMC support page-Issue management question(Technical) > To: arslist@ARSLIST.ORG > > BMC.com--> Support page-->Issue management-->new issue... > > Does BMC uses web service, remedy email engine in issue management > functionality? whenever i submit issue,i will get a response stating that > new issue has created with issue number and details... > > does anyone know the implementation logic behind this? > > My guess is, > 1. they have remedy form with issue management fields, right click on form > and created the form as web service. > 2. BMC added this ARS published web service in the support page...which will > have create,modify operations. > 3. when the new issue is created, escalation or filter will fire and send > the notification to the person who created the issue. > > Also, when i updating the issue via email, how does the update goes only to > the diary field in issue management form? > When replying to issue via email,if i attach a document,how does it gets > added to attachment field > > please help... i have to implement the same stuff in remedy 6.3... > -- > View this message in context: > http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html > Sent from the ARS (Action Request System) mailing list archive at Nabble.com. > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" _ Y tú, ¿ya actualizaste tu Perfil? http://www.actualizatuperfil.com.mx/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: BMC support page-Issue management question(Technical)
This is what I do to update an existing Incident from incoming emails. Assuming all Incoming emails will contain Incident ID in the Subject Line…… 1. Create a Staging Form that will have all incoming Emails. This staging form will have fields - Subject, Message, Incident ID etc…. 1. Create workflow objects (Filters) to parse the Incident ID from the Subject line (using functions STRSTR, LTRIM, SUBSTR). 1. Then, push it to the corresponding work log using the above Incident ID. Thanks Mahesh On Tue, Jun 16, 2009 at 4:49 PM, surya4u wrote: > BMC.com--> Support page-->Issue management-->new issue... > > Does BMC uses web service, remedy email engine in issue management > functionality? whenever i submit issue,i will get a response stating that > new issue has created with issue number and details... > > does anyone know the implementation logic behind this? > > My guess is, > 1. they have remedy form with issue management fields, right click on form > and created the form as web service. > 2. BMC added this ARS published web service in the support page...which > will > have create,modify operations. > 3. when the new issue is created, escalation or filter will fire and send > the notification to the person who created the issue. > > Also, when i updating the issue via email, how does the update goes only to > the diary field in issue management form? > When replying to issue via email,if i attach a document,how does it gets > added to attachment field > > please help... i have to implement the same stuff in remedy 6.3... > -- > View this message in context: > http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:rmisoluti...@verizon.netARSlist: > "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
BMC support page-Issue management question(Technical)
BMC.com--> Support page-->Issue management-->new issue... Does BMC uses web service, remedy email engine in issue management functionality? whenever i submit issue,i will get a response stating that new issue has created with issue number and details... does anyone know the implementation logic behind this? My guess is, 1. they have remedy form with issue management fields, right click on form and created the form as web service. 2. BMC added this ARS published web service in the support page...which will have create,modify operations. 3. when the new issue is created, escalation or filter will fire and send the notification to the person who created the issue. Also, when i updating the issue via email, how does the update goes only to the diary field in issue management form? When replying to issue via email,if i attach a document,how does it gets added to attachment field please help... i have to implement the same stuff in remedy 6.3... -- View this message in context: http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
