Re: Create Incident record via Email
Hi Gautam, Thank you for your email. Can you tell me how do you pass the Message ID from email to HelpDesk form? Regards Thiru From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Friday, May 18, 2007 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email ** Hi Thiru, We have done the EXACT same thing except we don't send formatted emails, as customers denied to send formatted emails. We use free form emails. However, what we have done the following to achieve exactly what you desire: 1) We have added a field on 'AR System Email Messages' called Incident Number. 2) Pass MessageID from email to help-desk form and on submit, we save Incident Number of created incident on to 'AR System Email Messages' form using matching MessageID. 3) We have added a table on 'work-info' tab on help-desk to point to all emails related to that particular incident. That way, we don't replicate emails/attachments and we can have a relationship between incident and emails I hope this helps. Thank you, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Thursday, May 17, 2007 7:45 PM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email Hi Hussain, 1) We don't want to replicate the file attachments. Hence, the attachments are to be left in the email and to make a relationship between email and the incident record. 2) 'Service Desk' requirement to view the original email. Regards Thiru From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sheriff,Hussain Sent: Friday, May 18, 2007 4:24 AM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email ** Thiru, Since you are creating incident records in HPD:Help Desk based on email messages, would you please explain what email messages you are trying to view? Do you mean that you would like to display the same email message that was used to create the incident? Hussain On Wed, 16 May 2007 21:31:21 -0700, Rick Cook [EMAIL PROTECTED] wrote: I'm in the process of doing that now. I bypassed the Email template altogether (users find it too confusing, and it's prone to being misused), so I've created a small holding form with the necessary fields from the Email Messages form and the People form, so that I can use the Email address to get the other Person information and store the data necessary to push into the Incident. Once I get the Email engine actually processing messages, I'll know how well it works. Rick _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Wednesday, May 16, 2007 9:20 PM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email Hi, I am using Email Template to create Incident record. There is no issue on this. However, I would like to make the relationship between the Email (Schema - AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This will help the support engineer to view the incoming email message from the incident record. Has any one done? Any idea? This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Create Incident record via Email
Hi Thiru, We have a staging form (a display-only form) with table field that basically gets records from 'AR System Email Messages' form - few columns hidden (MessageID and IncidnetID being one of those columns). When we double-click a record from this staging form, it opens incident window and on open it pushes MessageID to the incident form and then on submit of incident, we push Incident Number back onto a new field on 'AR System Email Messages' form based on MessageID. I hope this helps. Regards, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Tuesday, May 22, 2007 7:56 PM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email Hi Gautam, Thank you for your email. Can you tell me how do you pass the Message ID from email to HelpDesk form? Regards Thiru From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Friday, May 18, 2007 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email ** Hi Thiru, We have done the EXACT same thing except we don't send formatted emails, as customers denied to send formatted emails. We use free form emails. However, what we have done the following to achieve exactly what you desire: 1. We have added a field on 'AR System Email Messages' called Incident Number. 2. Pass MessageID from email to help-desk form and on submit, we save Incident Number of created incident on to 'AR System Email Messages' form using matching MessageID. 3. We have added a table on 'work-info' tab on help-desk to point to all emails related to that particular incident. That way, we don't replicate emails/attachments and we can have a relationship between incident and emails I hope this helps. Thank you, Neel Gautam __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Create Incident record via Email
Thiru, Since you are creating incident records in HPD:Help Desk based on email messages, would you please explain what email messages you are trying to view? Do you mean that you would like to display the same email message that was used to create the incident? Hussain On Wed, 16 May 2007 21:31:21 -0700, Rick Cook [EMAIL PROTECTED] wrote: I'm in the process of doing that now. I bypassed the Email template altogether (users find it too confusing, and it's prone to being misused), so I've created a small holding form with the necessary fields from the Email Messages form and the People form, so that I can use the Email address to get the other Person information and store the data necessary to push into the Incident. Once I get the Email engine actually processing messages, I'll know how well it works. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Wednesday, May 16, 2007 9:20 PM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email ** Hi, I am using Email Template to create Incident record. There is no issue on this. However, I would like to make the relationship between the Email (Schema - AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This will help the support engineer to view the incoming email message from the incident record. Has any one done? Any idea? Regards Thiru ''' ' ''' DISCLAIMER * This e-mail and any attachments thereto are intended for the sole use of the recipient(s) named above and may contain information that is confidential and/or proprietary to the NCS Group. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication, or dissemination in any form) by persons other than the intended recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender immediately and delete it. NCS Pte. Ltd. - Reg. No. 198101793G __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Create Incident record via Email
Hi Hussain, 1) We don't want to replicate the file attachments. Hence, the attachments are to be left in the email and to make a relationship between email and the incident record. 2) 'Service Desk' requirement to view the original email. Regards Thiru From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sheriff,Hussain Sent: Friday, May 18, 2007 4:24 AM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email ** Thiru, Since you are creating incident records in HPD:Help Desk based on email messages, would you please explain what email messages you are trying to view? Do you mean that you would like to display the same email message that was used to create the incident? Hussain On Wed, 16 May 2007 21:31:21 -0700, Rick Cook [EMAIL PROTECTED] wrote: I'm in the process of doing that now. I bypassed the Email template altogether (users find it too confusing, and it's prone to being misused), so I've created a small holding form with the necessary fields from the Email Messages form and the People form, so that I can use the Email address to get the other Person information and store the data necessary to push into the Incident. Once I get the Email engine actually processing messages, I'll know how well it works. Rick _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Wednesday, May 16, 2007 9:20 PM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email ** Hi, I am using Email Template to create Incident record. There is no issue on this. However, I would like to make the relationship between the Email (Schema - AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This will help the support engineer to view the incoming email message from the incident record. Has any one done? Any idea? Regards Thiru ''' ' ''' DISCLAIMER * This e-mail and any attachments thereto are intended for the sole use of the recipient(s) named above and may contain information that is confidential and/or proprietary to the NCS Group. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication, or dissemination in any form) by persons other than the intended recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender immediately and delete it. NCS Pte. Ltd. - Reg. No. 198101793G __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org file://www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Create Incident record via Email
Hi Thiru, We have done the EXACT same thing except we don't send formatted emails, as customers denied to send formatted emails. We use free form emails. However, what we have done the following to achieve exactly what you desire: 1) We have added a field on 'AR System Email Messages' called Incident Number. 2) Pass MessageID from email to help-desk form and on submit, we save Incident Number of created incident on to 'AR System Email Messages' form using matching MessageID. 3) We have added a table on 'work-info' tab on help-desk to point to all emails related to that particular incident. That way, we don't replicate emails/attachments and we can have a relationship between incident and emails I hope this helps. Thank you, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Thursday, May 17, 2007 7:45 PM To: arslist@ARSLIST.ORG Subject: Re: Create Incident record via Email Hi Hussain, 1) We don't want to replicate the file attachments. Hence, the attachments are to be left in the email and to make a relationship between email and the incident record. 2) 'Service Desk' requirement to view the original email. Regards Thiru From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sheriff,Hussain Sent: Friday, May 18, 2007 4:24 AM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email ** Thiru, Since you are creating incident records in HPD:Help Desk based on email messages, would you please explain what email messages you are trying to view? Do you mean that you would like to display the same email message that was used to create the incident? Hussain On Wed, 16 May 2007 21:31:21 -0700, Rick Cook [EMAIL PROTECTED] wrote: I'm in the process of doing that now. I bypassed the Email template altogether (users find it too confusing, and it's prone to being misused), so I've created a small holding form with the necessary fields from the Email Messages form and the People form, so that I can use the Email address to get the other Person information and store the data necessary to push into the Incident. Once I get the Email engine actually processing messages, I'll know how well it works. Rick _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Wednesday, May 16, 2007 9:20 PM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email Hi, I am using Email Template to create Incident record. There is no issue on this. However, I would like to make the relationship between the Email (Schema - AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This will help the support engineer to view the incoming email message from the incident record. Has any one done? Any idea? __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Create Incident record via Email
Hi, I am using Email Template to create Incident record. There is no issue on this. However, I would like to make the relationship between the Email (Schema - AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This will help the support engineer to view the incoming email message from the incident record. Has any one done? Any idea? Regards Thiru ''' DISCLAIMER * This e-mail and any attachments thereto are intended for the sole use of the recipient(s) named above and may contain information that is confidential and/or proprietary to the NCS Group. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication, or dissemination in any form) by persons other than the intended recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender immediately and delete it. NCS Pte. Ltd. - Reg. No. 198101793G ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Create Incident record via Email
I'm in the process of doing that now. I bypassed the Email template altogether (users find it too confusing, and it's prone to being misused), so I've created a small holding form with the necessary fields from the Email Messages form and the People form, so that I can use the Email address to get the other Person information and store the data necessary to push into the Incident. Once I get the Email engine actually processing messages, I'll know how well it works. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Wednesday, May 16, 2007 9:20 PM To: arslist@ARSLIST.ORG Subject: Create Incident record via Email ** Hi, I am using Email Template to create Incident record. There is no issue on this. However, I would like to make the relationship between the Email (Schema - AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This will help the support engineer to view the incoming email message from the incident record. Has any one done? Any idea? Regards Thiru ''' DISCLAIMER * This e-mail and any attachments thereto are intended for the sole use of the recipient(s) named above and may contain information that is confidential and/or proprietary to the NCS Group. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication, or dissemination in any form) by persons other than the intended recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender immediately and delete it. NCS Pte. Ltd. - Reg. No. 198101793G __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
