Hi Andrey,
Yes it is very much possible to create incident via email. For this you need to
write a workflow on AR System Email Messages form. Create a staging form and
push the data from AR System Email Messages form to this staging form.
Once data reaches to staging form validate the User via CTM:People form and
then push the data to HPD:IncidentInterface_Create. There is OOB workflow which
will push data from HPD:IncidentInterface_Create to HPD:Help Desk form.
The flow of incident creation would be like this-
AR System Email Messages-->Staging form-->User validation via CTM:People
form--> HPD:IncidentInterface_Create-->HPD:Help Desk
Regards,
Rahul
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrey Blednykh
Sent: Tuesday, 3 December 2013 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Create a new Incident on any email
**
Hello, friends,
I work with BMC Remedy 7.6.04 (ITSM) and I want to change the standart workflow
of working Email Enging. Can I create a new Incident on any email without
analyzing body? In this case, the body of the letter is Detailed Description of
the incident and submitter is owner of the email from CTM:People. Where and How
can I do this?
Thanks in advance,
Andrey.
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