Creating Remedy form entries from unformatted incoming customer email
Dear List, We are a university HelpDesk to which people submit problems via emails. Our staff has to copy and paste this info into a Remedy HelpDesk form. It would be nice if some product could automatically read the email and create a Remedy form entry in which the email subject became the call summary, the customer email is collected and store, and the email body becomes the Problem. There are probably lots of products out there. Any that are especially good? Dwayne Martin James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create a default set of Categorizations to dump those in so that the staff knows they need to be triaged, but that's about it. Rick On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne marti...@jmu.edu wrote: ** Dear List, We are a university HelpDesk to which people submit problems via emails. Our staff has to copy and paste this info into a Remedy HelpDesk form. It would be nice if some product could automatically read the email and create a Remedy form entry in which the email subject became the call summary, the customer email is collected and store, and the email body becomes the “Problem.” There are probably lots of products out there. Any that are especially good? Dwayne Martin James Madison University _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
Thanks Rick! Yes we've worked with having customers fill out a web-page template, but right now they are just sending emails like My computer don't work right ever since I dropped it down the stairs. Any way of pulling that into a Remedy form? Dwayne From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create a default set of Categorizations to dump those in so that the staff knows they need to be triaged, but that's about it. Rick On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne marti...@jmu.edumailto:marti...@jmu.edu wrote: ** Dear List, We are a university HelpDesk to which people submit problems via emails. Our staff has to copy and paste this info into a Remedy HelpDesk form. It would be nice if some product could automatically read the email and create a Remedy form entry in which the email subject became the call summary, the customer email is collected and store, and the email body becomes the Problem. There are probably lots of products out there. Any that are especially good? Dwayne Martin James Madison University _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
Yeah, just dummy up the required field info that the email won't contain, use a Push Fields Filter to map the Description field to the Subject, and the body of the email to the Notes field, use the email address to get the user info, and you're good to go. Rick On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne marti...@jmu.edu wrote: ** Thanks Rick! Yes we’ve worked with having customers fill out a web-page template, but right now they are just sending emails like “My computer don’t work right ever since I dropped it down the stairs.” Any way of pulling that into a Remedy form? Dwayne *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Rick Cook *Sent:* Monday, May 10, 2010 12:56 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Creating Remedy form entries from unformatted incoming customer email ** Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create a default set of Categorizations to dump those in so that the staff knows they need to be triaged, but that's about it. Rick On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne marti...@jmu.edu wrote: ** Dear List, We are a university HelpDesk to which people submit problems via emails. Our staff has to copy and paste this info into a Remedy HelpDesk form. It would be nice if some product could automatically read the email and create a Remedy form entry in which the email subject became the call summary, the customer email is collected and store, and the email body becomes the “Problem.” There are probably lots of products out there. Any that are especially good? Dwayne Martin James Madison University _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
But they aren't coming into the Remedy mailbox. They are coming into the HelpDesk mailbox. What we need is something that will read the HelpDesk mailbox, parse it all out, and email a template to the Remedy mailbox. Dwayne From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Yeah, just dummy up the required field info that the email won't contain, use a Push Fields Filter to map the Description field to the Subject, and the body of the email to the Notes field, use the email address to get the user info, and you're good to go. Rick On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne marti...@jmu.edumailto:marti...@jmu.edu wrote: ** Thanks Rick! Yes we've worked with having customers fill out a web-page template, but right now they are just sending emails like My computer don't work right ever since I dropped it down the stairs. Any way of pulling that into a Remedy form? Dwayne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 12:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create a default set of Categorizations to dump those in so that the staff knows they need to be triaged, but that's about it. Rick On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne marti...@jmu.edumailto:marti...@jmu.edu wrote: ** Dear List, We are a university HelpDesk to which people submit problems via emails. Our staff has to copy and paste this info into a Remedy HelpDesk form. It would be nice if some product could automatically read the email and create a Remedy form entry in which the email subject became the call summary, the customer email is collected and store, and the email body becomes the Problem. There are probably lots of products out there. Any that are especially good? Dwayne Martin James Madison University _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
Could you have Exchange simply forward the account appropriately? That way, it keeps all of the data munging in Remedy. Rick On Mon, May 10, 2010 at 10:20 AM, Martin, Dwayne marti...@jmu.edu wrote: ** But they aren’t coming into the Remedy mailbox. They are coming into the HelpDesk mailbox. What we need is something that will read the HelpDesk mailbox, parse it all out, and email a template to the Remedy mailbox. Dwayne *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Rick Cook *Sent:* Monday, May 10, 2010 1:12 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Creating Remedy form entries from unformatted incoming customer email ** Yeah, just dummy up the required field info that the email won't contain, use a Push Fields Filter to map the Description field to the Subject, and the body of the email to the Notes field, use the email address to get the user info, and you're good to go. Rick On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne marti...@jmu.edu wrote: ** Thanks Rick! Yes we’ve worked with having customers fill out a web-page template, but right now they are just sending emails like “My computer don’t work right ever since I dropped it down the stairs.” Any way of pulling that into a Remedy form? Dwayne *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Rick Cook *Sent:* Monday, May 10, 2010 12:56 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Creating Remedy form entries from unformatted incoming customer email ** Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create a default set of Categorizations to dump those in so that the staff knows they need to be triaged, but that's about it. Rick On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne marti...@jmu.edu wrote: ** Dear List, We are a university HelpDesk to which people submit problems via emails. Our staff has to copy and paste this info into a Remedy HelpDesk form. It would be nice if some product could automatically read the email and create a Remedy form entry in which the email subject became the call summary, the customer email is collected and store, and the email body becomes the “Problem.” There are probably lots of products out there. Any that are especially good? Dwayne Martin James Madison University _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
I put together some forms and workflow that accomplishes this. In essence, it works like this: · A few new forms were created to process incoming e-mails: o A form to store a copy of e-mails received by Remedy o A set of forms to store e-mail ticket creation configurations and associated e-mail addresses § An e-mail ticket creation configuration contains info such as · The e-mail address associated with that configuration · The type of ticket to create (in theory, it could create Problems, Changes, etc. - it's currently only completely implemented for Incidents) · Whether to look up the sender's profile in Remedy (they will become the customer on the ticket) · An Incident template to use when creating the ticket (for assignment, product and severity information, primarily) · Remedy is configured to listen to multiple mailboxes. · New incoming e-mails are copied from the Email Messages Inbox form to another staging form that processes the e-mails for ticket creation. · There is an escalation that runs periodically that processes the new e-mails. o For each new e-mail, it checks to see if the e-mail address that the e-mail was sent to matches an existing e-mail ticket creation configuration o If it matches, it processes the e-mail § It looks up the Remedy profile for the person the e-mail came from (for this to work, the e-mail address they send from needs to match the e-mail they have in Remedy) § If it can't find a matching Remedy profile, a default generic profile is used § Once the basic information has been looked up, it pushes the contents of the e-mail to the HPD:IncidentInterface_Create form, mapping the e-mail subject to the Summary field and the e-mail body to the detailed description field. It also includes the basic information required when submitting a ticket to the form such as first and last name, etc. It also include the template ID (a GUID, not the request ID) of the template to use I had to add a bit of workflow to the OOB workflow that processes incoming tickets in the incident interface form to handle a few specific scenarios and lookup some extra information (e.g., looking up the contact based on Person ID rather that first and last name), but it's actually not too complicated. It works quite well for the most part (so far, I have issues when non-English e-mails come in due to limitations in Remedy's design around Unicode), but that can be worked around. While not perfect, it works quite well for us and has been getting more and more use. The way it's set up, it can listen to multiple e-mail addresses and will create and route the ticket appropriately according to the configuration settings for that e-mail address. That allows us to have an e-mail address that creates generic tickets for the service desk as well as having other e-mails addresses for specific purposes that route tickets to specific support groups with the correct product, severity, etc., for that type of ticket. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** But they aren't coming into the Remedy mailbox. They are coming into the HelpDesk mailbox. What we need is something that will read the HelpDesk mailbox, parse it all out, and email a template to the Remedy mailbox. Dwayne From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Yeah, just dummy up the required field info that the email won't contain, use a Push Fields Filter to map the Description field to the Subject, and the body of the email to the Notes field, use the email address to get the user info, and you're good to go. Rick On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne marti...@jmu.edumailto:marti...@jmu.edu wrote: ** Thanks Rick! Yes we've worked with having customers fill out a web-page template, but right now they are just sending emails like My computer don't work right ever since I dropped it down the stairs. Any way of pulling that into a Remedy form? Dwayne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 12:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create
Re: Creating Remedy form entries from unformatted incoming customer email
Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the AR System Email Messages entries. It gives us something to work on. Thank you! Dwayne ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
Back when we had Rem-Mail running (5.x - which was actually designed to do everything you want to do - and reliably - something the AREmail engine stopped doing after it was re-written in java), the Help Desk here had the same issue that you have. We set up a template in Rem-Mail with associated filters that acted on a message _forwarded_ from the Help Desk mail account, and created a ticket that was hard-coded to assign to them and parsed the way they wanted it to be. It differed from the normal processing of inbound mail by the standard Rem-Mail templates...some of which were fed from ARSPerl forms at that time (Help Desk 4.0 and 5.5). You may want to do the same thing if you set up custom forms/filters to process incoming mail - one path for new submissions, one for replies, and one specifically for Helpdesk forwarded mail. The only thing that I currently process here is replies, which create a Worklog entry for the ticket listed in the originating notification. Some of this can be influenced by your business practices. Our helpdesk help pages, which are now mostly KB articles in Remedy Knowledge Management, no longer include the helpdesk email address; they include the link to the Kinetic Request Service Catalog instead. Most of the helpdesk email traffic now takes the form of follow-up actions to existing, customer-entered incidents. Most of the copying and pasting that the helpdesk has to do is from those email conversations into the worklog, which the customers can also update themselves via Kinetic Request. Implementing web-based customer self-service will eliminate a lot of the email traffic that reports new issues. Our Service Catalog login page includes a service item for customers who are unable to log in (via AREA LDAP) or don't have an account yet, so even those who are unable to log in to Kinetic Request still start by creating a new incident for the helpdesk, not by sending an email. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 1:28 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the AR System Email Messages entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
We do something like this. A word of warning. Remedy deletes a message from the inbox when it processes it. This does not appear to be configurable. This would delete the mail out of the help desk mailbox if you have Remedy look there. Much better to have a secondary (forwarded) account for Remedy to check. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the AR System Email Messages entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
I our case, there is no e-mail inbox that the service desk looks to. All e-mails sent to the service desk e-mail create a ticket for the service desk to handle. In this scenario, there is no need to have a separate mailbox that you can forward to. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Monday, May 10, 2010 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** We do something like this. A word of warning. Remedy deletes a message from the inbox when it processes it. This does not appear to be configurable. This would delete the mail out of the help desk mailbox if you have Remedy look there. Much better to have a secondary (forwarded) account for Remedy to check. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the AR System Email Messages entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
We find it useful. We copy everything to a service desk account from the ticket making account so they can do things like see the tables in the original HTML. Sometimes emails come in that still have all the data in the ticket but are nearly impossible to read once changed to plain text to get put in the notes/work info. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Monday, May 10, 2010 5:10 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** I our case, there is no e-mail inbox that the service desk looks to. All e-mails sent to the service desk e-mail create a ticket for the service desk to handle. In this scenario, there is no need to have a separate mailbox that you can forward to. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Monday, May 10, 2010 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** We do something like this. A word of warning. Remedy deletes a message from the inbox when it processes it. This does not appear to be configurable. This would delete the mail out of the help desk mailbox if you have Remedy look there. Much better to have a secondary (forwarded) account for Remedy to check. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the AR System Email Messages entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
Or you can follow this series: http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-2/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-3/ http://williamrentfrow.com/part-4-creating-incident-remedy-email-engine/ http://williamrentfrow.com/part-5-updating-incidents-incoming-email-remedy-email-engine/ http://williamrentfrow.com/add-email-attachments-incoming-emails/ I have some updated material that will allow you to accept multiple incoming attachments as well. Sincerely, Robert Fults Sr. Remedy Dev. Florida International University From: Martin, Dwayne [marti...@jmu.edu] Sent: Monday, May 10, 2010 2:27 PM Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the “AR System Email Messages” entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
