Incoming email with User Instructions.
Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the "Admin" account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Incoming email with User Instructions.
John, You are confusing me..I assume your integration is firing on submit into the AR System Email Messages form, right? Doesn't that form contain a field called 'email address', or something along those lines that you could use? I can't imagine it doesn't keep track of the email address it came from. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, March 04, 2011 10:19 AM To: arslist@ARSLIST.ORG Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the "Admin" account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Incoming email with User Instructions.
John, How about distributing that attachment over a mid-tier link in an attachment field, which when opened (window open), updates the AR System. Have a disclaimer on that email that says opening that link and signing in, the user acknowledges that he has downloaded the intended attachment.. Maybe you could get your legal department to phrase that nicely.. That would be a legal agreement with the user that he did indeed get to the form, and downloaded the attachment. Joe From: Reiser, John J Sent: Friday, March 04, 2011 12:19 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the “Admin” account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Incoming email with User Instructions.
Hi John, As of now there is no keyword to get 'From' email address of incoming email. It looks like potential candidate for RFE. You mentioned "I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address." I am guessing, in one of the attempt login name is present in the body of incoming email. If EE gets the login name in the body of the incoming email and 'Use Supplied User Information' is enabled then it will use login name from the body of message and will not use 'From' email address to get the associated user name in ARS. Hope this will help. Thanks, Piyush Patil DISCLAIMER: The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, March 04, 2011 10:49 PM To: arslist@ARSLIST.ORG Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the "Admin" account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Incoming email with User Instructions.
Piyush, I actually discovered why I got two different $USER$ records. I had the same email address associated to both records. I'm still having some difficulty following the Email Engine documentation. The demonstrate a situation where the outgoing email has a template with HTML coded items like radio buttons and text fields. When I try to add then to my template they don't show up in the email message as editable items the just become text. I would like to send a radio button tagged object in the email. Let the customer do a reply and check the radio button before they send the message. The trouble is we have no control over how the customers have their email reader set. They could use plain text for all we know. I'm afraid I'm going to need to put some "Cut 'n Paste" instructions into the outgoing email. So when they reply the add the correct "Action: Accept" string Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patil, Piyush Sent: Monday, March 07, 2011 4:31 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Incoming email with User Instructions. ** Hi John, As of now there is no keyword to get 'From' email address of incoming email. It looks like potential candidate for RFE. You mentioned "I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address." I am guessing, in one of the attempt login name is present in the body of incoming email. If EE gets the login name in the body of the incoming email and 'Use Supplied User Information' is enabled then it will use login name from the body of message and will not use 'From' email address to get the associated user name in ARS. Hope this will help. Thanks, Piyush Patil DISCLAIMER: The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, March 04, 2011 10:49 PM To: arslist@ARSLIST.ORG Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the "Admin" account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: EXTERNAL: Re: Incoming email with User Instructions.
LJ, I’m not parsing the incoming email manually. I made an instruction template that performs a Submit action, tied it to a record in the AR System user Instruction form called Accept document. That is what creates the record in my form. I think the issue I described was because my email address was tied to both records in the user form. It just grabbed a different record each time which worries me because we do have “Group Queues” that hold multiple email address so one individual could have their email address in a few user records. That’s another hurdle to beat. Joe, I need to do this because our system is not open to the WWW but some of our customers do not have lan/wan access. They need to receive notifications and reply with the Action: Accept to create a record of their acknowledgement. Currently they send the email to “George” and “George” has to update the ARSystem record with their acknowledgements ( 100’s of them a month). “George” is busy. I’ve set up a filter to pull the email address out of the User record on submit and I’ll see if that works for what I want. I was hoping it could be done with the Template. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, March 04, 2011 12:57 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Incoming email with User Instructions. ** John, How about distributing that attachment over a mid-tier link in an attachment field, which when opened (window open), updates the AR System. Have a disclaimer on that email that says opening that link and signing in, the user acknowledges that he has downloaded the intended attachment.. Maybe you could get your legal department to phrase that nicely.. That would be a legal agreement with the user that he did indeed get to the form, and downloaded the attachment. Joe From: Reiser, John J<mailto:john.j.rei...@lmco.com> Sent: Friday, March 04, 2011 12:19 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the “Admin” account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: EXTERNAL: Re: Incoming email with User Instructions.
Sorry John, I have NO experience with instruction templates….but it sounds like an interesting concept, interesting enough to read up on J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, March 04, 2011 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Incoming email with User Instructions. LJ, I’m not parsing the incoming email manually. I made an instruction template that performs a Submit action, tied it to a record in the AR System user Instruction form called Accept document. That is what creates the record in my form. I think the issue I described was because my email address was tied to both records in the user form. It just grabbed a different record each time which worries me because we do have “Group Queues” that hold multiple email address so one individual could have their email address in a few user records. That’s another hurdle to beat. Joe, I need to do this because our system is not open to the WWW but some of our customers do not have lan/wan access. They need to receive notifications and reply with the Action: Accept to create a record of their acknowledgement. Currently they send the email to “George” and “George” has to update the ARSystem record with their acknowledgements ( 100’s of them a month). “George” is busy. I’ve set up a filter to pull the email address out of the User record on submit and I’ll see if that works for what I want. I was hoping it could be done with the Template. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, March 04, 2011 12:57 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Incoming email with User Instructions. ** John, How about distributing that attachment over a mid-tier link in an attachment field, which when opened (window open), updates the AR System. Have a disclaimer on that email that says opening that link and signing in, the user acknowledges that he has downloaded the intended attachment.. Maybe you could get your legal department to phrase that nicely.. That would be a legal agreement with the user that he did indeed get to the form, and downloaded the attachment. Joe From: Reiser, <mailto:john.j.rei...@lmco.com> John J Sent: Friday, March 04, 2011 12:19 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the “Admin” account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: EXTERNAL: Re: Incoming email with User Instructions.
Just thinking out loud.. even if you did manage your way around templates, wouldn’t it require enablement of the Mid-Tier across all users for it to work? Joe From: LJ LongWing Sent: Friday, March 04, 2011 1:38 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Incoming email with User Instructions. ** Sorry John, I have NO experience with instruction templates….but it sounds like an interesting concept, interesting enough to read up on J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, March 04, 2011 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Incoming email with User Instructions. LJ, I’m not parsing the incoming email manually. I made an instruction template that performs a Submit action, tied it to a record in the AR System user Instruction form called Accept document. That is what creates the record in my form. I think the issue I described was because my email address was tied to both records in the user form. It just grabbed a different record each time which worries me because we do have “Group Queues” that hold multiple email address so one individual could have their email address in a few user records. That’s another hurdle to beat. Joe, I need to do this because our system is not open to the WWW but some of our customers do not have lan/wan access. They need to receive notifications and reply with the Action: Accept to create a record of their acknowledgement. Currently they send the email to “George” and “George” has to update the ARSystem record with their acknowledgements ( 100’s of them a month). “George” is busy. I’ve set up a filter to pull the email address out of the User record on submit and I’ll see if that works for what I want. I was hoping it could be done with the Template. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, March 04, 2011 12:57 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Incoming email with User Instructions. ** John, How about distributing that attachment over a mid-tier link in an attachment field, which when opened (window open), updates the AR System. Have a disclaimer on that email that says opening that link and signing in, the user acknowledges that he has downloaded the intended attachment.. Maybe you could get your legal department to phrase that nicely.. That would be a legal agreement with the user that he did indeed get to the form, and downloaded the attachment. Joe From: Reiser, John J Sent: Friday, March 04, 2011 12:19 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the “Admin” account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"