Re: Email Workflow Generate HPD Ticket
So there was a bit of conversation on this chain that I did not go through in details but many good suggestions.. I have one. Instead of having a prefix on a subject to decide what group it should go to, which could be subject to IBKC (Idiots Between Keyboard Chair), why not have n number of email addresses that users could use each mailbox for a different group and have your rule based system to go on the MailBox Name rather than contents on the subject line? I think that would be subject to fewer erroneous routing - Sure there will be a few geniuses that would beat you at that game too, but they might be harder to find.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Tuesday, October 15, 2013 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** Hi, It would be easy to modify the ITSM Email Integration I offer to use a keyword instead of an email address - it has the facility to do templates for Incident creation. Let me know if you are interested in this avenue. Cheers Carl www. missingpiecessoftware.com On 15 Oct 2013 12:33, Randeep Atwal ratwals...@gmail.com wrote: ** Hi Kathy As Roger said, there is some functionality included with ITSM 8 that does this. So if you have a server with ITSM 8 installed you could do a few things: 1. Are you considering upgrading to ITSM 8 - there are many major enhancements you would also gain as well as generating tickets based on email content. 2. If not, you could install ITSM 8 and take a look at the workflow, create a def of the needed components, import it to your environment and make the necessary tweaks to get it functional. 3. You could build something very simple yourself by doing roughly the following steps: Provision a new mailbox for a system user (could be named after how you brand ITSM in your organization.) (you could create multiple email boxes as well - see why you may want to below..) Configure a new 'incoming' email box using the ARSystem Email Configuration (you can read the manual's for details on how to do this) - it will include details such as polling interval, mail server, credentials. It differs slightly based on platform, there is plenty of documentation to be found on this. At this point, sending an email to the new mailbox will create a record in the ARSystem Email Messages form. At this point it becomes a regular AR Development thing. You can put a filter that operates on submit against the ARSystem Email Messages form to copy the incoming email and it's attachments to a staging form. I recommend you do this since trying to create a ticket synchronously will affect the speed at which incoming mail arrives which can be a long term scalability problem as your incoming email volume increases. Also if there is some hard workflow error, the whole transaction rolls back making it hard to troubleshoot. Once you have the email in a staging form, you can put an escalation that runs with a one minute frequency against the form and does a setfield against a field you have reserved - you can set it to RUN for example. Then you have a filter that runs on Modify with a qualification of 'TR.Special Field' = RUN At this point, the filter can take a few different approaches. Data driving what happens would be a good idea as opposed to building different filters for different rules such as the 'provisioning' one you mention. On an email you will have: 1. The mailbox name the email was sent to 2. The senders email address 3. Subject Line 4. Body 5. Attachment From the use case you mention, you are looking for a keyword to indicate that the email contains provisioning, if so route to group x. I would assume that you can educate your users that if their Subject Line starts with Provisioning, and they send to this email box, it will create a ticket and assign it to provisioning. So you could build a form with these columns: 1.EmailBox 2. Subject Keyword 3. Assigned Group 4. Assigned Company 5. Assigned Organization Or if you wanted to be more flexible, you could say: 1.EmailBox 2. Subject Keyword 3. Incident Template ID (Referencing an Incident Template ID) - this allow you to even categorize the ticket, apply impact, urgency and priority by modifying the template associated. So you build a filter looking up the needed values, based on your incoming data. If you are on a case sensitive platform, converting all to lower case is a good idea. You will essentially be wildcarding if you use subject line, but if you set up different mailboxes for different routing requirements, it is easier to have exact matching if you can educate users to send to different email boxes based on what is needed. Hope this helps you figure out a way forward. Randeep From: Kathy Morris kathymorris...@aol.com Reply
Email Workflow Generate HPD Ticket
Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with Provisioning then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week - or should we plan on more time for this type of integration? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Email Workflow Generate HPD Ticket
There is a rules based email engine the was released with ARS/ITSM 8 that
allows this to be done. The original code may be on communities.
Sent from my Verizon Wireless 4G LTE DROID
Kathy Morris kathymorris...@aol.com wrote:
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Hi,
We have a requirement to generate Incident tickets based on email content.
Example: if the email starts with “Provisioning” then automatically route the
ticket to the provisioning team. Is this a complex task to do? Would I use
the email template workflow or is there a better way to do this? We are hoping
to complete this within 1 week – or should we plan on more time for this type
of integration?
_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
Re: Email Workflow Generate HPD Ticket
** We are on 7.6.4 AR System/ITSM – is this done through email templates with 7.6.4? I did not see this on the communities – I saw lots of email questions, but not the code specific to building this workflow. If anyone can shed some light on how this can be done, it would be greatly appreciated. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice Sent: Tuesday, October 15, 2013 2:03 PM To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** There is a rules based email engine the was released with ARS/ITSM 8 that allows this to be done. The original code may be on communities. Sent from my Verizon Wireless 4G LTE DROID Kathy Morris kathymorris...@aol.com wrote: Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with “Provisioning” then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week – or should we plan on more time for this type of integration? _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
Re: Email Workflow Generate HPD Ticket
Hi Kathy, Not knowing your full situation here is an idea, but there may be better. The easiest thing would be to use an email template to the HPD:IncidentInterface_Create form. On this form I would create a field for your keyword (e.g. Provisioning). Then create a filter with an execution order less than 100 run if ‘keyword’ = “Provisioning” set field Assigned Group = “Provisioning Team”. If the proposal is to use a free text email, you would need to push the email from the AR System Email Messages form to a custom Email Staging form, hope the keyword can be parsed out and then push to the HPD:IncidentInterface_Create form. Also if the entry of the keyword is free text then you have to account in your workflow for Provisioning, provisioning, PROVISIONING, etc. This would likely drive you nuts unless you set the case with a set field lower($keyword$). If the input data isn’t predictable, then the output workflow can’t be guaranteed. In such a case I wouldn’t do it. Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Tuesday, October 15, 2013 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** ** We are on 7.6.4 AR System/ITSM – is this done through email templates with 7.6.4? I did not see this on the communities – I saw lots of email questions, but not the code specific to building this workflow. If anyone can shed some light on how this can be done, it would be greatly appreciated. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice Sent: Tuesday, October 15, 2013 2:03 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** There is a rules based email engine the was released with ARS/ITSM 8 that allows this to be done. The original code may be on communities. Sent from my Verizon Wireless 4G LTE DROID Kathy Morris kathymorris...@aol.commailto:kathymorris...@aol.com wrote: Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with “Provisioning” then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week – or should we plan on more time for this type of integration? _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Email Workflow Generate HPD Ticket
I designed one that checked for an incident or change template name that matched the summary line. If there was a match, I pushed the information to the respective interface create form with the template instance ID. That allowed multiple ticket types to be emailed in to create new tickets and be automatically assigned to the group assigned to the template. Since most of the code is OOTB, it takes little time to build. Thank you Jason L Bess, MCSE/RSP/ITILv3 BMC Remedy ITSM Consultant Mobile 1-615-509-8493 On Tuesday, October 15, 2013 2:58 PM, Kathy Morris kathymorris...@aol.com wrote: ** Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with “Provisioning” then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week – or should we plan on more time for this type of integration? _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
Re: Email Workflow Generate HPD Ticket
We are using email templates in 7.5 they work fairly well. Our emails come from other systems so they are standardized - a big plus. Assuming 7.6 is like 7.5, here's an example: In Developer Studio, r-click on HPD:Help Desk (or HPD:IncidentInterface_Create) select Export Email Template. Open up the resulting file, take a look at it do a save as with a different name. Now figure out what information will be supplied by the template (the constants) what information will come from the email (the variables). Between the template email you have to supply same required information you would as if you were entering an incident. Once you have your template, Open ARSystem Email Templates. Give it a name, attach the template save. Open AR System Email User Instruction Templates. Select the template you just added from the menu enter a word in the Instruction field, say Provisioning Compose your email. It could be as simple as this: ACTION: Provisioning Description !10!: Provision me this Details !100151!: Provision me some provisions Send the email to Remedy. When it hits the email engine, Remedy will match ACTION: Provisioning with the User Instruction Template submit the ticket accordingly. If you've forgotten anything or entered an invalid value, an error will appear in the email message after a minute or so (you have to click Advanced). It's trial error. Start simple good luck. Rebecca On Tue, Oct 15, 2013 at 2:28 PM, Kathy Morris kathymorris...@aol.comwrote: ** ** We are on 7.6.4 AR System/ITSM – is this done through email templates with 7.6.4? I did not see this on the communities – I saw lots of email questions, but not the code specific to building this workflow. If anyone can shed some light on how this can be done, it would be greatly appreciated. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Rjustice *Sent:* Tuesday, October 15, 2013 2:03 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Email Workflow Generate HPD Ticket ** ** ** There is a rules based email engine the was released with ARS/ITSM 8 that allows this to be done. The original code may be on communities. ** ** *Sent from my Verizon Wireless 4G LTE DROID* Kathy Morris kathymorris...@aol.com wrote: Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with “Provisioning” then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week – or should we plan on more time for this type of integration? _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Email Workflow Generate HPD Ticket
Hi Kathy As Roger said, there is some functionality included with ITSM 8 that does this. So if you have a server with ITSM 8 installed you could do a few things: 1. Are you considering upgrading to ITSM 8 there are many major enhancements you would also gain as well as generating tickets based on email content. 2. If not, you could install ITSM 8 and take a look at the workflow, create a def of the needed components, import it to your environment and make the necessary tweaks to get it functional. 3. You could build something very simple yourself by doing roughly the following steps: Provision a new mailbox for a system user (could be named after how you brand ITSM in your organization.) (you could create multiple email boxes as well see why you may want to below..) Configure a new 'incoming' email box using the ARSystem Email Configuration (you can read the manual's for details on how to do this) - it will include details such as polling interval, mail server, credentials. It differs slightly based on platform, there is plenty of documentation to be found on this. At this point, sending an email to the new mailbox will create a record in the ARSystem Email Messages form. At this point it becomes a regular AR Development thing. You can put a filter that operates on submit against the ARSystem Email Messages form to copy the incoming email and it's attachments to a staging form. I recommend you do this since trying to create a ticket synchronously will affect the speed at which incoming mail arrives which can be a long term scalability problem as your incoming email volume increases. Also if there is some hard workflow error, the whole transaction rolls back making it hard to troubleshoot. Once you have the email in a staging form, you can put an escalation that runs with a one minute frequency against the form and does a setfield against a field you have reserved you can set it to RUN for example. Then you have a filter that runs on Modify with a qualification of 'TR.Special Field' = RUN At this point, the filter can take a few different approaches. Data driving what happens would be a good idea as opposed to building different filters for different rules such as the 'provisioning' one you mention. On an email you will have: 1. The mailbox name the email was sent to 2. The senders email address 3. Subject Line 4. Body 5. Attachment From the use case you mention, you are looking for a keyword to indicate that the email contains provisioning, if so route to group x. I would assume that you can educate your users that if their Subject Line starts with Provisioning, and they send to this email box, it will create a ticket and assign it to provisioning. So you could build a form with these columns: 1.EmailBox 2. Subject Keyword 3. Assigned Group 4. Assigned Company 5. Assigned Organization Or if you wanted to be more flexible, you could say: 1.EmailBox 2. Subject Keyword 3. Incident Template ID (Referencing an Incident Template ID) - this allow you to even categorize the ticket, apply impact, urgency and priority by modifying the template associated. So you build a filter looking up the needed values, based on your incoming data. If you are on a case sensitive platform, converting all to lower case is a good idea. You will essentially be wildcarding if you use subject line, but if you set up different mailboxes for different routing requirements, it is easier to have exact matching if you can educate users to send to different email boxes based on what is needed. Hope this helps you figure out a way forward Randeep From: Kathy Morris kathymorris...@aol.com Reply-To: arslist@ARSLIST.ORG Date: Tue, 15 Oct 2013 14:28:50 -0400 To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** ** We are on 7.6.4 AR System/ITSM is this done through email templates with 7.6.4? I did not see this on the communities I saw lots of email questions, but not the code specific to building this workflow. If anyone can shed some light on how this can be done, it would be greatly appreciated. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice Sent: Tuesday, October 15, 2013 2:03 PM To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** There is a rules based email engine the was released with ARS/ITSM 8 that allows this to be done. The original code may be on communities. Sent from my Verizon Wireless 4G LTE DROID Kathy Morris kathymorris...@aol.com wrote: Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with ³Provisioning² then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week or should we plan on more time for this type of integration? _ARSlist
Re: Email Workflow Generate HPD Ticket
Hi, It would be easy to modify the ITSM Email Integration I offer to use a keyword instead of an email address - it has the facility to do templates for Incident creation. Let me know if you are interested in this avenue. Cheers Carl www. missingpiecessoftware.com On 15 Oct 2013 12:33, Randeep Atwal ratwals...@gmail.com wrote: ** Hi Kathy As Roger said, there is some functionality included with ITSM 8 that does this. So if you have a server with ITSM 8 installed you could do a few things: 1. Are you considering upgrading to ITSM 8 – there are many major enhancements you would also gain as well as generating tickets based on email content. 2. If not, you could install ITSM 8 and take a look at the workflow, create a def of the needed components, import it to your environment and make the necessary tweaks to get it functional. 3. You could build something very simple yourself by doing roughly the following steps: Provision a new mailbox for a system user (could be named after how you brand ITSM in your organization.) (you could create multiple email boxes as well – see why you may want to below..) Configure a new 'incoming' email box using the ARSystem Email Configuration (you can read the manual's for details on how to do this) - it will include details such as polling interval, mail server, credentials. It differs slightly based on platform, there is plenty of documentation to be found on this. At this point, sending an email to the new mailbox will create a record in the ARSystem Email Messages form. At this point it becomes a regular AR Development thing. You can put a filter that operates on submit against the ARSystem Email Messages form to copy the incoming email and it's attachments to a staging form. I recommend you do this since trying to create a ticket synchronously will affect the speed at which incoming mail arrives which can be a long term scalability problem as your incoming email volume increases. Also if there is some hard workflow error, the whole transaction rolls back making it hard to troubleshoot. Once you have the email in a staging form, you can put an escalation that runs with a one minute frequency against the form and does a setfield against a field you have reserved – you can set it to RUN for example. Then you have a filter that runs on Modify with a qualification of 'TR.Special Field' = RUN At this point, the filter can take a few different approaches. Data driving what happens would be a good idea as opposed to building different filters for different rules such as the 'provisioning' one you mention. On an email you will have: 1. The mailbox name the email was sent to 2. The senders email address 3. Subject Line 4. Body 5. Attachment From the use case you mention, you are looking for a keyword to indicate that the email contains provisioning, if so route to group x. I would assume that you can educate your users that if their Subject Line starts with Provisioning, and they send to this email box, it will create a ticket and assign it to provisioning. So you could build a form with these columns: 1.EmailBox 2. Subject Keyword 3. Assigned Group 4. Assigned Company 5. Assigned Organization Or if you wanted to be more flexible, you could say: 1.EmailBox 2. Subject Keyword 3. Incident Template ID (Referencing an Incident Template ID) - this allow you to even categorize the ticket, apply impact, urgency and priority by modifying the template associated. So you build a filter looking up the needed values, based on your incoming data. If you are on a case sensitive platform, converting all to lower case is a good idea. You will essentially be wildcarding if you use subject line, but if you set up different mailboxes for different routing requirements, it is easier to have exact matching if you can educate users to send to different email boxes based on what is needed. Hope this helps you figure out a way forward… Randeep From: Kathy Morris kathymorris...@aol.com Reply-To: arslist@ARSLIST.ORG Date: Tue, 15 Oct 2013 14:28:50 -0400 To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** ** We are on 7.6.4 AR System/ITSM – is this done through email templates with 7.6.4? I did not see this on the communities – I saw lots of email questions, but not the code specific to building this workflow. If anyone can shed some light on how this can be done, it would be greatly appreciated. ** ** *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Rjustice *Sent:* Tuesday, October 15, 2013 2:03 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Email Workflow Generate HPD Ticket ** ** ** There is a rules based email engine the was released with ARS/ITSM 8 that allows this to be done. The original code may be on communities. ** ** *Sent from my
