Re: Email to Remedy Customer Support - Rejected
Hi Carloyn, I think since the new support web site was released the parsing of the subject line is not that generous (or user friendly) than it used to be. You have to insert Support-ID AND Issue-ID in the subject line. The prefix and even the order of these ids seems to be important. For my the following subject works: SupID:12345;IssueID:ISS03005262 RANT: For my the most annoying thing is that I can't reply to mails from BMC/Remedy support without altering the subject line! Come on BMC/Remedy this behavior can be changed easily and would help your customers a lot! If you need some assistance to fix this issue please contact me off list ;-) Best regards, Albert Wixson Carolyn L PSNS schrieb: I am having problems sending an email to Remedy Customer Support. I keep getting a Rejection email. The problem is that they have some Active-X in this email and that part is getting blocked. The only part I get to see is where they tell you to put the Contract Id in the subject line. Even when I put the contract id in the subject line, I keep getting a rejected email. Can anyone tell me what is in the Active-X part of the email? Thanks! Carolyn ___ 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: Email to Remedy Customer Support - Rejected
Hi Michiel, I don't know why it didn't work for me. I got a BMC Software - Customer Support Email Rejection Notice from them stating this: To provide more efficient processing of emails to BMC Customer Support, our automated system requires your Support ID to be included in the subject for proper processing. For email updates on existing cases, both the Support ID and Issue must be included in the following format: SupID:;IssueID:ISS To expedite your new case as quickly as possible, the body of your email should contain: Full BMC product name and version Operating system and version Database and version (if applicable) Clearly defined problem description All emails will be classified as low Priority unless otherwise stated Sincerely, BMC Customer Support Mails that we receive from BMC/Remedy have the subject: Re: (ISS03005262, 3-Medium) SupID:12345 Last time when I replied to this mail without touching the subject line I got the above mentioned notice from them. Maybe I (or my mail client / mail server) unconsciously messed up the subject line. I will give it another try and keep you informed if I find out something new. Regards, Albert Michiel Beijen schrieb: Why can't you reply to mails without changing the subject line? I have had no issues with that, their e-mails to me always have the Sup ID and all that nicely in place, I can just reply it and the mail will be processed by their system like it should. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email to Remedy Customer Support - Rejected
Thanks Albert! Turns out the support id had some problem with it - related to the new system. Remedy was getting the same response with this particular id. They reissued another one and it appears ok. I hope that Remedy changes their emails to remove the Active-X. It is very frustrating to get a rejection email and know that you are not seeing the entire message. Carolyn -Original Message- From: Albert Bihler [mailto:[EMAIL PROTECTED] Sent: Thursday, November 09, 2006 02:14 AM To: arslist@ARSLIST.ORG Subject: Re: [ARSLIST] Email to Remedy Customer Support - Rejected Hi Carloyn, I think since the new support web site was released the parsing of the subject line is not that generous (or user friendly) than it used to be. You have to insert Support-ID AND Issue-ID in the subject line. The prefix and even the order of these ids seems to be important. For my the following subject works: SupID:12345;IssueID:ISS03005262 RANT: For my the most annoying thing is that I can't reply to mails from BMC/Remedy support without altering the subject line! Come on BMC/Remedy this behavior can be changed easily and would help your customers a lot! If you need some assistance to fix this issue please contact me off list ;-) Best regards, Albert Wixson Carolyn L PSNS schrieb: I am having problems sending an email to Remedy Customer Support. I keep getting a Rejection email. The problem is that they have some Active-X in this email and that part is getting blocked. The only part I get to see is where they tell you to put the Contract Id in the subject line. Even when I put the contract id in the subject line, I keep getting a rejected email. Can anyone tell me what is in the Active-X part of the email? Thanks! Carolyn ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Email to Remedy Customer Support - Rejected
I am having problems sending an email to Remedy Customer Support. I keep getting a Rejection email. The problem is that they have some Active-X in this email and that part is getting blocked. The only part I get to see is where they tell you to put the Contract Id in the subject line. Even when I put the contract id in the subject line, I keep getting a rejected email. Can anyone tell me what is in the Active-X part of the email? Thanks! Carolyn ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
