Re: Email messages with Incident Numbers being sent to Remedy from another Remedy system
What is the ITSM version ? If you look at the some of the sample Incidents on 7.5 and 7.6, they have a company prefix for the Incident Number which may give you some ideas. Also, you may want to refer section titled "Configuring forms to use Unique Prefixes" in the white paper that describes how to implement the BMC Remedy Distributed Server Option with the applications in the BMC Remedy IT Service Management Suite. Thanks Mahesh On Wed, Jun 30, 2010 at 10:31 PM, Mahesh wrote: > What is the ITSM version ? If you look at the some of the sample Incidents > on 7.5 and 7.6, they have a company prefix for the Incident Number which may > give you some ideas. > > Also, you may want to refer section titled "Configuring forms to use > unique prefixes" in the attached white paper. > > Thanks > Mahesh > > > On Wed, Jun 30, 2010 at 2:58 PM, Jase Brandon wrote: > >> ** Hello All, >> This is a weird one: I work for Company A, Company B also uses Remedy and >> sends us an email with Company B's INC number in the Subj Line. >> The Filter on AR System Email messages sees the INC number from Company B >> and goes and updates the worklog for Company A's Remedy INC which is >> incorrect. >> My answer was - "Don't do that" and mgmt says that is an unacceptable >> answer. :-) Remedy is working correctly, we are being sent bad data. Has >> anyone else run across this situation in the past? >> I am pulling my hair out on this one. >> >> Thanks, >> >> Jase >> >> >> _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: Email messages with Incident Numbers being sent to Remedy from another Remedy system
Jase, Have you considered using the Vendor Ticket Number on the Vendor tab to map their incident number to yours? Thad On Wed, Jun 30, 2010 at 3:45 PM, Jase Brandon wrote: > ** Hi Debra, > Thanks for the idea. The problem is the sequential numbering is always > going to find an older INC on our side. > > I have had a couple of ideas since writing my original post. > > Archiving may handle this - if the old INC on our side doesn't exist on > HPD:HelpDesk then that may solve the issue. > > Has anyone ever considered changing the naming Convention of an INC? i.e. - > from INC000 to something else like QTS? > The very thought of doing this makes me shiver; considering all the places > I am sure INC # is integrated. Just a thought.. :-) > > Thanks, > > Jase > > > On Wed, Jun 30, 2010 at 6:31 PM, Anderson Debra (PRN) < > debra_ander...@prn.com> wrote: > >> ** >> >> Hi Jase, >> >> >> >> Is there a way you can tell if your record is for Company B then you can >> say if the INC# provided is matched with a Company B record process that >> update otherwise report it as an error? >> >> >> >> Debra >> >> >> >> -- -- -- -- -- -- -- -- -- -- >> >> Debra Anderson >> 415 808 9118 direct | >> 600 Harrison St., 4th Floor, San Francisco CA 94107 >> >> Tomorrow's Network for Today's Shopper >> >> *http://www.prn.com >> * >> P *Think Green-* please do not print this email unless necessary >> >> This e-mail (including any attachments) is meant for only the intended >> recipient of the transmission, and may include confidential information. If >> you are not the intended recipient or you received this e-mail in error, any >> review, use, dissemination, distribution, or copying of this e-mail is >> strictly prohibited. If you have received this message in error, please >> notify the sender immediately by telephone at (415) 808-3500 or by return >> e-mail and delete this e-mail, along with any attachments and copies, from >> your system. Thank you. >> ---------- >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arsl...@arslist.org] *On Behalf Of *Jase Brandon >> *Sent:* Wednesday, June 30, 2010 3:27 PM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Email messages with Incident Numbers being sent to Remedy >> from another Remedy system >> >> >> >> ** Hi Kevin, >> >> Yes... Company B is a customer and they also use Remedy. So they want to >> be able to send us email updates to valid INC's on our side. >> The problem is they have a INC on their side for the same issue they >> created with us. So their Subject line says "INC1234 - Update, etc". >> INC1234 on our side is a closed invalid INC totally unrelated to their >> company and their issue. My answer was "We HAVE to have the correct INC >> number for Remedy to correctly find and update the valid INC on our side.We >> don't care what THEIR INC number is. As long as they send us invalid INC >> numbers, Remedy can't read their minds." If Company B can't send us the >> correct INC #, then I am stuck. GIGO - right? :-) >> >> Thanks, >> >> Jase >> >> On Wed, Jun 30, 2010 at 5:47 PM, Kevin Begosh wrote: >> >> ** so Company B has a valid integration with your system to send you >> updates via INC # in the subject line? >> >> On Wed, Jun 30, 2010 at 5:27 PM, Jase Brandon >> wrote: >> >> ** Hi Christie, >> >> >> Yes - but the real issue is they are trying to update INC's on our side >> with valid numbers. >> My problem is that if they continue to send us their INC numbers, their >> valid INC on our side is never going to get the proper work info update or >> proper attention. >> >> Thanks, >> >> Jase >> >> On Wed, Jun 30, 2010 at 3:59 PM, Pargeter, Christie :CO IS < >> cparg...@lhs.org> wrote: >> >> ** >> >> If they always use the same from address couldn't you use that in your >> filter to say don't process these? >> >> >> -- >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arsl...@arslist.org] *On Behalf Of *Jase Brandon >> *Sent:* Wednesday, June 30, 2010 12:58 PM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Email messages with Incident Numbers being sent to Remedy from >> another Remedy system >> >> ** Hello All
Re: Email messages with Incident Numbers being sent to Remedy from another Remedy system
Hi Debra, Thanks for the idea. The problem is the sequential numbering is always going to find an older INC on our side. I have had a couple of ideas since writing my original post. Archiving may handle this - if the old INC on our side doesn't exist on HPD:HelpDesk then that may solve the issue. Has anyone ever considered changing the naming Convention of an INC? i.e. - from INC000 to something else like QTS? The very thought of doing this makes me shiver; considering all the places I am sure INC # is integrated. Just a thought.. :-) Thanks, Jase On Wed, Jun 30, 2010 at 6:31 PM, Anderson Debra (PRN) < debra_ander...@prn.com> wrote: > ** > > Hi Jase, > > > > Is there a way you can tell if your record is for Company B then you can > say if the INC# provided is matched with a Company B record process that > update otherwise report it as an error? > > > > Debra > > > > -- -- -- -- -- -- -- -- -- -- > > Debra Anderson > 415 808 9118 direct | > 600 Harrison St., 4th Floor, San Francisco CA 94107 > > Tomorrow's Network for Today's Shopper > > *http://www.prn.com > * > P *Think Green-* please do not print this email unless necessary > > This e-mail (including any attachments) is meant for only the intended > recipient of the transmission, and may include confidential information. If > you are not the intended recipient or you received this e-mail in error, any > review, use, dissemination, distribution, or copying of this e-mail is > strictly prohibited. If you have received this message in error, please > notify the sender immediately by telephone at (415) 808-3500 or by return > e-mail and delete this e-mail, along with any attachments and copies, from > your system. Thank you. > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Jase Brandon > *Sent:* Wednesday, June 30, 2010 3:27 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Email messages with Incident Numbers being sent to Remedy > from another Remedy system > > > > ** Hi Kevin, > > Yes... Company B is a customer and they also use Remedy. So they want to be > able to send us email updates to valid INC's on our side. > The problem is they have a INC on their side for the same issue they > created with us. So their Subject line says "INC1234 - Update, etc". > INC1234 on our side is a closed invalid INC totally unrelated to their > company and their issue. My answer was "We HAVE to have the correct INC > number for Remedy to correctly find and update the valid INC on our side.We > don't care what THEIR INC number is. As long as they send us invalid INC > numbers, Remedy can't read their minds." If Company B can't send us the > correct INC #, then I am stuck. GIGO - right? :-) > > Thanks, > > Jase > > On Wed, Jun 30, 2010 at 5:47 PM, Kevin Begosh wrote: > > ** so Company B has a valid integration with your system to send you > updates via INC # in the subject line? > > On Wed, Jun 30, 2010 at 5:27 PM, Jase Brandon > wrote: > > ** Hi Christie, > > > Yes - but the real issue is they are trying to update INC's on our side > with valid numbers. > My problem is that if they continue to send us their INC numbers, their > valid INC on our side is never going to get the proper work info update or > proper attention. > > Thanks, > > Jase > > On Wed, Jun 30, 2010 at 3:59 PM, Pargeter, Christie :CO IS < > cparg...@lhs.org> wrote: > > ** > > If they always use the same from address couldn't you use that in your > filter to say don't process these? > > > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Jase Brandon > *Sent:* Wednesday, June 30, 2010 12:58 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Email messages with Incident Numbers being sent to Remedy from > another Remedy system > > ** Hello All, > > > This is a weird one: I work for Company A, Company B also uses Remedy and > sends us an email with Company B's INC number in the Subj Line. > The Filter on AR System Email messages sees the INC number from Company B > and goes and updates the worklog for Company A's Remedy INC which is > incorrect. > My answer was - "Don't do that" and mgmt says that is an unacceptable > answer. :-) Remedy is working correctly, we are being sent bad data. Has > anyone else run across this situation in the past? > I am pulling my hair out on this one. > &g
Re: Email messages with Incident Numbers being sent to Remedy from another Remedy system
Hi Jase, Is there a way you can tell if your record is for Company B then you can say if the INC# provided is matched with a Company B record process that update otherwise report it as an error? Debra -- -- -- -- -- -- -- -- -- -- Debra Anderson 415 808 9118 direct | 600 Harrison St., 4th Floor, San Francisco CA 94107 Tomorrow's Network for Today's Shopper http://www.prn.com P Think Green- please do not print this email unless necessary This e-mail (including any attachments) is meant for only the intended recipient of the transmission, and may include confidential information. If you are not the intended recipient or you received this e-mail in error, any review, use, dissemination, distribution, or copying of this e-mail is strictly prohibited. If you have received this message in error, please notify the sender immediately by telephone at (415) 808-3500 or by return e-mail and delete this e-mail, along with any attachments and copies, from your system. Thank you. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, June 30, 2010 3:27 PM To: arslist@ARSLIST.ORG Subject: Re: Email messages with Incident Numbers being sent to Remedy from another Remedy system ** Hi Kevin, Yes... Company B is a customer and they also use Remedy. So they want to be able to send us email updates to valid INC's on our side. The problem is they have a INC on their side for the same issue they created with us. So their Subject line says "INC1234 - Update, etc". INC1234 on our side is a closed invalid INC totally unrelated to their company and their issue. My answer was "We HAVE to have the correct INC number for Remedy to correctly find and update the valid INC on our side.We don't care what THEIR INC number is. As long as they send us invalid INC numbers, Remedy can't read their minds." If Company B can't send us the correct INC #, then I am stuck. GIGO - right? :-) Thanks, Jase On Wed, Jun 30, 2010 at 5:47 PM, Kevin Begosh wrote: ** so Company B has a valid integration with your system to send you updates via INC # in the subject line? On Wed, Jun 30, 2010 at 5:27 PM, Jase Brandon wrote: ** Hi Christie, Yes - but the real issue is they are trying to update INC's on our side with valid numbers. My problem is that if they continue to send us their INC numbers, their valid INC on our side is never going to get the proper work info update or proper attention. Thanks, Jase On Wed, Jun 30, 2010 at 3:59 PM, Pargeter, Christie :CO IS < cparg...@lhs.org> wrote: ** If they always use the same from address couldn't you use that in your filter to say don't process these? From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, June 30, 2010 12:58 PM To: arslist@ARSLIST.ORG Subject: Email messages with Incident Numbers being sent to Remedy from another Remedy system ** Hello All, This is a weird one: I work for Company A, Company B also uses Remedy and sends us an email with Company B's INC number in the Subj Line. The Filter on AR System Email messages sees the INC number from Company B and goes and updates the worklog for Company A's Remedy INC which is incorrect. My answer was - "Don't do that" and mgmt says that is an unacceptable answer. :-) Remedy is working correctly, we are being sent bad data. Has anyone else run across this situation in the past? I am pulling my hair out on this one. Thanks, Jase _attend WWRUG10 www.wwrug.com <http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com <http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com <http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ -- Kevin Begosh _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: Email messages with Incident Numbers being sent to Remedy from another Remedy system
Hi Kevin, Yes... Company B is a customer and they also use Remedy. So they want to be able to send us email updates to valid INC's on our side. The problem is they have a INC on their side for the same issue they created with us. So their Subject line says "INC1234 - Update, etc". INC1234 on our side is a closed invalid INC totally unrelated to their company and their issue. My answer was "We HAVE to have the correct INC number for Remedy to correctly find and update the valid INC on our side.We don't care what THEIR INC number is. As long as they send us invalid INC numbers, Remedy can't read their minds." If Company B can't send us the correct INC #, then I am stuck. GIGO - right? :-) Thanks, Jase On Wed, Jun 30, 2010 at 5:47 PM, Kevin Begosh wrote: > ** so Company B has a valid integration with your system to send you > updates via INC # in the subject line? > > On Wed, Jun 30, 2010 at 5:27 PM, Jase Brandon wrote: > >> ** Hi Christie, >> >> Yes - but the real issue is they are trying to update INC's on our side >> with valid numbers. >> My problem is that if they continue to send us their INC numbers, their >> valid INC on our side is never going to get the proper work info update or >> proper attention. >> >> Thanks, >> >> Jase >> >> On Wed, Jun 30, 2010 at 3:59 PM, Pargeter, Christie :CO IS < >> cparg...@lhs.org> wrote: >> >>> ** >>> If they always use the same from address couldn't you use that in your >>> filter to say don't process these? >>> >>> -- >>> *From:* Action Request System discussion list(ARSList) [mailto: >>> arsl...@arslist.org] *On Behalf Of *Jase Brandon >>> *Sent:* Wednesday, June 30, 2010 12:58 PM >>> *To:* arslist@ARSLIST.ORG >>> *Subject:* Email messages with Incident Numbers being sent to Remedy >>> from another Remedy system >>> >>> ** Hello All, >>> >>> This is a weird one: I work for Company A, Company B also uses Remedy >>> and sends us an email with Company B's INC number in the Subj Line. >>> The Filter on AR System Email messages sees the INC number from Company B >>> and goes and updates the worklog for Company A's Remedy INC which is >>> incorrect. >>> My answer was - "Don't do that" and mgmt says that is an unacceptable >>> answer. :-) Remedy is working correctly, we are being sent bad data. Has >>> anyone else run across this situation in the past? >>> I am pulling my hair out on this one. >>> >>> Thanks, >>> >>> Jase >>> >>> _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"_ >> > > > > -- > Kevin Begosh > > _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: Email messages with Incident Numbers being sent to Remedy from another Remedy system
so Company B has a valid integration with your system to send you updates via INC # in the subject line? On Wed, Jun 30, 2010 at 5:27 PM, Jase Brandon wrote: > ** Hi Christie, > Yes - but the real issue is they are trying to update INC's on our side > with valid numbers. > My problem is that if they continue to send us their INC numbers, their > valid INC on our side is never going to get the proper work info update or > proper attention. > > Thanks, > > Jase > > On Wed, Jun 30, 2010 at 3:59 PM, Pargeter, Christie :CO IS < > cparg...@lhs.org> wrote: > >> ** >> If they always use the same from address couldn't you use that in your >> filter to say don't process these? >> >> -- >> *From:* Action Request System discussion list(ARSList) [mailto: >> arsl...@arslist.org] *On Behalf Of *Jase Brandon >> *Sent:* Wednesday, June 30, 2010 12:58 PM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Email messages with Incident Numbers being sent to Remedy from >> another Remedy system >> >> ** Hello All, >> >> This is a weird one: I work for Company A, Company B also uses Remedy and >> sends us an email with Company B's INC number in the Subj Line. >> The Filter on AR System Email messages sees the INC number from Company B >> and goes and updates the worklog for Company A's Remedy INC which is >> incorrect. >> My answer was - "Don't do that" and mgmt says that is an unacceptable >> answer. :-) Remedy is working correctly, we are being sent bad data. Has >> anyone else run across this situation in the past? >> I am pulling my hair out on this one. >> >> Thanks, >> >> Jase >> >> _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"_ > -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Email messages with Incident Numbers being sent to Remedy from another Remedy system
Hi Christie, Yes - but the real issue is they are trying to update INC's on our side with valid numbers. My problem is that if they continue to send us their INC numbers, their valid INC on our side is never going to get the proper work info update or proper attention. Thanks, Jase On Wed, Jun 30, 2010 at 3:59 PM, Pargeter, Christie :CO IS wrote: > ** > If they always use the same from address couldn't you use that in your > filter to say don't process these? > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Jase Brandon > *Sent:* Wednesday, June 30, 2010 12:58 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Email messages with Incident Numbers being sent to Remedy from > another Remedy system > > ** Hello All, > > This is a weird one: I work for Company A, Company B also uses Remedy and > sends us an email with Company B's INC number in the Subj Line. > The Filter on AR System Email messages sees the INC number from Company B > and goes and updates the worklog for Company A's Remedy INC which is > incorrect. > My answer was - "Don't do that" and mgmt says that is an unacceptable > answer. :-) Remedy is working correctly, we are being sent bad data. Has > anyone else run across this situation in the past? > I am pulling my hair out on this one. > > Thanks, > > Jase > > _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: Email messages with Incident Numbers being sent to Remedy from another Remedy system
If they always use the same from address couldn't you use that in your filter to say don't process these? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, June 30, 2010 12:58 PM To: arslist@ARSLIST.ORG Subject: Email messages with Incident Numbers being sent to Remedy from another Remedy system ** Hello All, This is a weird one: I work for Company A, Company B also uses Remedy and sends us an email with Company B's INC number in the Subj Line. The Filter on AR System Email messages sees the INC number from Company B and goes and updates the worklog for Company A's Remedy INC which is incorrect. My answer was - "Don't do that" and mgmt says that is an unacceptable answer. :-) Remedy is working correctly, we are being sent bad data. Has anyone else run across this situation in the past? I am pulling my hair out on this one. Thanks, Jase _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"
Email messages with Incident Numbers being sent to Remedy from another Remedy system
Hello All, This is a weird one: I work for Company A, Company B also uses Remedy and sends us an email with Company B's INC number in the Subj Line. The Filter on AR System Email messages sees the INC number from Company B and goes and updates the worklog for Company A's Remedy INC which is incorrect. My answer was - "Don't do that" and mgmt says that is an unacceptable answer. :-) Remedy is working correctly, we are being sent bad data. Has anyone else run across this situation in the past? I am pulling my hair out on this one. Thanks, Jase ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
