Re: How to get the Subject line when sending an email that performs a submit action?
Hello John, Thank you for your opinions. I take into account the problems you had. To get the Subject line, I just do a 'Set field' action when a record is created on 'AR System Email Messages' that saves the Incident number, so later from Brigde form I do a 'Set field' to recover the 'Subject line' from the MAX Email id that has the mentioned Incident number . So I will not do any push fields from AR System email Messages form ---> BridgeForm nor BridgeForm --> AR System email Messages. By the moment I do a push field action From BrigdeForm to HPD:Help Desk. In case there were problems I would change it for an escalation. Kind regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5373486.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: How to get the Subject line when sending an email that performs a submit action?
This is what I would do. 1. A Staging Form to store all Incoming Emails. 2. A filter on "AR System Email Messages" that will push the Incoming email to the above staging form. 3. Filter(s) on the staging form to parse the number (using functions STRSTR, LTRIM, SUBSTR) from the subject line. 4. Filter that will push the incoming email message to the corresponding work log based on the above parsed number. Thanks Mahesh On Wed, Aug 4, 2010 at 9:33 AM, Martinez, Marcelo A wrote: > Maybe someone else can chime in and elaborate on how they are updating > tickets via email?? > > I know when tickets are created via email, they are staged on the > HPD:IndicentInterface_Create form. but I don't know if this holds true for > Modify actions > > > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] On Behalf Of Sergio Tomillero > Sent: Wednesday, August 04, 2010 9:20 AM > To: arslist@ARSLIST.ORG > Subject: Re: How to get the Subject line when sending an email that > performs a submit action? > > Hello Marcelo, > > You are right. Users just want to update the ticket, but I prefer doing it > through an bridge form to perform some operations and not to overload > HPD:Help Desk form. May be I am wrong and should be better to do an update > directly to HPD:Help Desk. > > Thank you for your comments, that are well appreciated. > > > Kind regards, > Sergio Tomillero > > > -- > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5372724.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > 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" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: How to get the Subject line when sending an email that performs a submit action?
Sergio, One recommendation for your Push Fields action to Bridge form workflow: Use an Escalation to push fields from the AR System email Messages form ---> BridgeForm form and not a filter. I have setup and maintained incoming email workflow for a Large-Scale implementation of Remedy 6.3 (The email engine has not changed since then) and we found that having a filter push fields from the AR System email Messages form ---> BridgeForm form can shutdown the entire Remedy Application service if there is an error with the filter processing. Also the more intricate you get in your parsing workflow that extracts information from the Email the more variables of errors will occur. I also recommend using another escalation to push fields from the BridgeForm --> HPD:HelpDesk. When we used a filter we did not discover this until the first few days of production. Good Luck - John Bilinski -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sergio Tomillero Sent: Wednesday, August 04, 2010 4:56 AM To: arslist@ARSLIST.ORG Subject: How to get the Subject line when sending an email that performs a submit action? Hello, Once configured Incoming box, I send an email to Email Engine like this: In the subject line I indicate: This is about incident INC3173 In the Body part I indicate: Schema: BridgeForm Server: servername Login: Demo Password: demopass Action: Submit !536870914!: some text !536870915!: INC3173 This generates a new record in ARSystem Email Messages and some minutes later in 'BridgeForm'. The problem is that I want to have the Subject line in a field in 'Bridge Form' but I do not find a way to do it. Of course I cannot say to them to copy the subject again in the body part of the message when sending. How can I do it? Only fields between !! are generated in BridgeForm. I have thought in creating a new filter in ARSytem Email Messages to 'Incoming mails" on Submit action, that get the subject field and using STRSTRC function I get the incident number to do a search later from BridgeForm, but the problem is that can be more than one email with that incident number, and getting the last one could not be a good solution because more than one could have been received at the same time (more that one with tha same Incident number and the same Create Date). What are you recommendations? How do you get the subject line when receiving an email? Thanks & regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subjec t-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5371700 .html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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" smime.p7s Description: S/MIME cryptographic signature
Re: How to get the Subject line when sending an email that performs a submit action?
Maybe someone else can chime in and elaborate on how they are updating tickets via email?? I know when tickets are created via email, they are staged on the HPD:IndicentInterface_Create form. but I don't know if this holds true for Modify actions -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sergio Tomillero Sent: Wednesday, August 04, 2010 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: How to get the Subject line when sending an email that performs a submit action? Hello Marcelo, You are right. Users just want to update the ticket, but I prefer doing it through an bridge form to perform some operations and not to overload HPD:Help Desk form. May be I am wrong and should be better to do an update directly to HPD:Help Desk. Thank you for your comments, that are well appreciated. Kind regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5372724.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: How to get the Subject line when sending an email that performs a submit action?
Hello Marcelo, You are right. Users just want to update the ticket, but I prefer doing it through an bridge form to perform some operations and not to overload HPD:Help Desk form. May be I am wrong and should be better to do an update directly to HPD:Help Desk. Thank you for your comments, that are well appreciated. Kind regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5372724.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: How to get the Subject line when sending an email that performs a submit action?
I guess I was confused since the subject line of the email would be "this is about incident INC03173", I assumed that the incident already exists and that your users would just be updating the ticket. Sorry for the confusion Sergio Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sergio Tomillero Sent: Wednesday, August 04, 2010 8:56 AM To: arslist@ARSLIST.ORG Subject: Re: How to get the Subject line when sending an email that performs a submit action? Hello Marcelo, Thanks, but if I used Modify instead of Submit, the problem will remain because I would neither have the whole content of 'Subject' (AR System Email Messages) in the destination form (HPD:HelpDesk if 'Modify' or BridgeForm if 'Submit'), what is my goal. Thanks & regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5372601.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: How to get the Subject line when sending an email that performs a submit action?
Hello Marcelo, Thanks, but if I used Modify instead of Submit, the problem will remain because I would neither have the whole content of 'Subject' (AR System Email Messages) in the destination form (HPD:HelpDesk if 'Modify' or BridgeForm if 'Submit'), what is my goal. Thanks & regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5372601.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: How to get the Subject line when sending an email that performs a submit action?
Sergio, Are your users sending emails to update an INC ticket which already exists? Is so, your action should be "Modify".. Look at the following pages of the Administering BMC Remedy Email Engine (ARS7.1) guide. 164-165 (Action labels Submit, Query, Modify, User-Defined) 131-140 (Sending a modify instruction to the EE) 140-147 (Using workflow to modify requests) 147-150 (Searching for an entry to modify - advanced) HTH, Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sergio Tomillero Sent: Wednesday, August 04, 2010 3:56 AM To: arslist@ARSLIST.ORG Subject: How to get the Subject line when sending an email that performs a submit action? Hello, Once configured Incoming box, I send an email to Email Engine like this: In the subject line I indicate: This is about incident INC3173 In the Body part I indicate: Schema: BridgeForm Server: servername Login: Demo Password: demopass Action: Submit !536870914!: some text !536870915!: INC3173 This generates a new record in ARSystem Email Messages and some minutes later in 'BridgeForm'. The problem is that I want to have the Subject line in a field in 'Bridge Form' but I do not find a way to do it. Of course I cannot say to them to copy the subject again in the body part of the message when sending. How can I do it? Only fields between !! are generated in BridgeForm. I have thought in creating a new filter in ARSytem Email Messages to 'Incoming mails" on Submit action, that get the subject field and using STRSTRC function I get the incident number to do a search later from BridgeForm, but the problem is that can be more than one email with that incident number, and getting the last one could not be a good solution because more than one could have been received at the same time (more that one with tha same Incident number and the same Create Date). What are you recommendations? How do you get the subject line when receiving an email? Thanks & regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5371700.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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"
How to get the Subject line when sending an email that performs a submit action?
Hello, Once configured Incoming box, I send an email to Email Engine like this: In the subject line I indicate: This is about incident INC3173 In the Body part I indicate: Schema: BridgeForm Server: servername Login: Demo Password: demopass Action: Submit !536870914!: some text !536870915!: INC3173 This generates a new record in ARSystem Email Messages and some minutes later in 'BridgeForm'. The problem is that I want to have the Subject line in a field in 'Bridge Form' but I do not find a way to do it. Of course I cannot say to them to copy the subject again in the body part of the message when sending. How can I do it? Only fields between !! are generated in BridgeForm. I have thought in creating a new filter in ARSytem Email Messages to 'Incoming mails" on Submit action, that get the subject field and using STRSTRC function I get the incident number to do a search later from BridgeForm, but the problem is that can be more than one email with that incident number, and getting the last one could not be a good solution because more than one could have been received at the same time (more that one with tha same Incident number and the same Create Date). What are you recommendations? How do you get the subject line when receiving an email? Thanks & regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5371700.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
