Re: How to submit and modify incidents/problems through email.
Thanks Steve. ccrashh wrote: > > The ARSystem Email Messages form will automatically parse and submit > tickets if the format of the incoming email is as follows: > > char-set: windows-1252 > # > # File exported Tue Jan 6 09:04:16 2009 > # > Schema: Some_Form > Server: SomeServer > Login: > Password: > Action: Submit > # Values: Submit, Query > Format: Short > # Values: Short, Full > > Z_Short_Desc !8!: N/A > Z_Assigned_To !4!: > Submitter !2!: $USER$ > Status !7!: Active > # Values: Inactive, Active > > > You create this .arm file by clicking Tools/Export Mail Templates and > choosing the form and view you want to use (you can create a nice > little EmailTemplateView which contains only the fields you want > someone to be able to access via email). > > If an email comes into the ARSystem Email Messages form with that > format above, APIs will automatically parse it out and submit (or > whatever is set as the Action) a ticket to the form listed as the > Schema: > > Steve > > On Jan 5, 6:54 am, Salma wrote: >> Hi Steve, >> >> I didnt know there is OOTB functionality to subit incidents through >> emails . >> Can u please explain me more on this . >> >> Regards, >> Salma >> >> ccrashh wrote: >> >> > Er...everyone seems to be assuming that you are using the Out-of-the- >> > box (OOTB) crap...I mean...solution from BMC/Remedy. Is this the >> > case? Are you asking about processing emails in a OOTB environment or >> > a custom application? >> >> > Steve >> >> > >> ___ >> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org >> > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" >> >> -- >> View this message in >> context:http://www.nabble.com/How-to-submit-and-modify-incidents-problems-thr... >> Sent from the ARS (Action Request System) mailing list archive at >> Nabble.com. >> >> ___ >> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org >> Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > -- View this message in context: http://www.nabble.com/How-to-submit-and-modify-incidents-problems-through-email.-tp21214029p21324864.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to submit and modify incidents/problems through email.
The ARSystem Email Messages form will automatically parse and submit tickets if the format of the incoming email is as follows: char-set: windows-1252 # # File exported Tue Jan 6 09:04:16 2009 # Schema: Some_Form Server: SomeServer Login: Password: Action: Submit # Values: Submit, Query Format: Short # Values: Short, Full Z_Short_Desc !8!: N/A Z_Assigned_To !4!: Submitter !2!: $USER$ Status !7!: Active # Values: Inactive, Active You create this .arm file by clicking Tools/Export Mail Templates and choosing the form and view you want to use (you can create a nice little EmailTemplateView which contains only the fields you want someone to be able to access via email). If an email comes into the ARSystem Email Messages form with that format above, APIs will automatically parse it out and submit (or whatever is set as the Action) a ticket to the form listed as the Schema: Steve On Jan 5, 6:54 am, Salma wrote: > Hi Steve, > > I didnt know there is OOTB functionality to subit incidents through emails . > Can u please explain me more on this . > > Regards, > Salma > > ccrashh wrote: > > > Er...everyone seems to be assuming that you are using the Out-of-the- > > box (OOTB) crap...I mean...solution from BMC/Remedy. Is this the > > case? Are you asking about processing emails in a OOTB environment or > > a custom application? > > > Steve > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > -- > View this message in > context:http://www.nabble.com/How-to-submit-and-modify-incidents-problems-thr... > Sent from the ARS (Action Request System) mailing list archive at Nabble.com. > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to submit and modify incidents/problems through email.
Hi Steve, I didnt know there is OOTB functionality to subit incidents through emails . Can u please explain me more on this . Regards, Salma ccrashh wrote: > > Er...everyone seems to be assuming that you are using the Out-of-the- > box (OOTB) crap...I mean...solution from BMC/Remedy. Is this the > case? Are you asking about processing emails in a OOTB environment or > a custom application? > > > Steve > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > -- View this message in context: http://www.nabble.com/How-to-submit-and-modify-incidents-problems-through-email.-tp21214029p21289763.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to submit and modify incidents/problems through email.
Yes it can be done. You need to set the mailbox configuration to parsing off. Once that is done, you would need to create a filter guide to process the information and to enforce your rules. Example, we have our remedy system to check for keywords in the subject and process the email based on that. Qin Chen Network Architect Uni-Data & Communications, Inc 718-445-5600 x3186 917-574-9340 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Salma Sent: Tuesday, December 30, 2008 2:39 AM To: arslist@ARSLIST.ORG Subject: How to submit and modify incidents/problems through email. Dear All, I have one urgent requirement , i want to submit incidents or problem automatically when remedy server recieves emails. How do we configure this ? I want to submit incidents through normal email which is sent to the specified email account , i.e which is configured in remedy. I doesn't want to use any templates. Can this be done with out using templates. If yes Please let me know how do we start with this configuration.Can any one give me some idea which work flow to be wrritten . I have setup mailboxes for outgoing and incoming in remedy. Please let me know for further details . Please help me . Regards, Salma -- View this message in context: http://www.nabble.com/How-to-submit-and-modify-incidents-problems-throug h-email.-tp21214029p21214029.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to submit and modify incidents/problems through email.
Er...everyone seems to be assuming that you are using the Out-of-the- box (OOTB) crap...I mean...solution from BMC/Remedy. Is this the case? Are you asking about processing emails in a OOTB environment or a custom application? Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to submit and modify incidents/problems through email.
Of course you should be submitting to HPD:IncidentInterface_Create and not directly to the incident form (HPD:HelpDesk). Make sure the Action field (z1DAction) is set to "CREATE". -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank, Gordon M. (CMS/CTR) Sent: 30 December 2008 12:51 To: arslist@ARSLIST.ORG Subject: Re: How to submit and modify incidents/problems through email. This is fairly easy without templates. Here are the steps: 1. Make sure you have your Category, Type, and Items (Tier 1, Tier 2 and Tier 3 in the 7.0.3 system) are defined with automatic assignment to a Group. 2. An email has parts which are similar to the Remedy Requester form. Orient your "Requesters" to the following: To: a...@xyz.abc (this is specific to the Function (SAP tickets or UNIX tickets, etc.) Subject: "Summary" field with all the auto-features of the Requester console (keywords, pre-defined summaries) Body of Email: this is the "Description" All emails carried a "From:" - this is where you get the Requesters "People" information All other parts of an Incident or Change are defaulted (Status = New, etc.) This is all you need if everything is set up in 1. above 3. Create a Filter which submits an Incident or Change Request based upon the To: field above. This works from the "AR System Email Messages" form. The Filter will work off of "Submit" since the email goes to the Messages form and then is deleted. That's it! Templates to me indicate that customization has occurred and the full power of the ITSM system is not being realized in your organization. The best documentation on how it should work is the "Configuration Guide" I keep hearing more and more creative ways to abuse the system, when OOTB is pretty good. Happy New Year everyone! Gordon M. Frank Lockheed Martin -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, December 30, 2008 2:51 AM To: arslist@ARSLIST.ORG Subject: Re: How to submit and modify incidents/problems through email. The way to do it without templates is to create an email processing form. Create workflow to process the emails into that form, and to push the data from that form to the incident form. You will need to ensure that the work rules required by incident are enforced on the processing form. Rick --Original Message-- From: Salma Sender: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: How to submit and modify incidents/problems through email. Sent: Dec 29, 2008 11:39 PM Dear All, I have one urgent requirement , i want to submit incidents or problem automatically when remedy server recieves emails. How do we configure this ? I want to submit incidents through normal email which is sent to the specified email account , i.e which is configured in remedy. I doesn't want to use any templates. Can this be done with out using templates. If yes Please let me know how do we start with this configuration.Can any one give me some idea which work flow to be wrritten . I have setup mailboxes for outgoing and incoming in remedy. Please let me know for further details . Please help me . Regards, Salma -- View this message in context: http://www.nabble.com/How-to-submit-and-modify-incidents-problems-throug h-email.-tp21214029p21214029.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" Sent from my Verizon Wireless BlackBerry ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to submit and modify incidents/problems through email.
This is fairly easy without templates. Here are the steps: 1. Make sure you have your Category, Type, and Items (Tier 1, Tier 2 and Tier 3 in the 7.0.3 system) are defined with automatic assignment to a Group. 2. An email has parts which are similar to the Remedy Requester form. Orient your "Requesters" to the following: To: a...@xyz.abc (this is specific to the Function (SAP tickets or UNIX tickets, etc.) Subject: "Summary" field with all the auto-features of the Requester console (keywords, pre-defined summaries) Body of Email: this is the "Description" All emails carried a "From:" - this is where you get the Requesters "People" information All other parts of an Incident or Change are defaulted (Status = New, etc.) This is all you need if everything is set up in 1. above 3. Create a Filter which submits an Incident or Change Request based upon the To: field above. This works from the "AR System Email Messages" form. The Filter will work off of "Submit" since the email goes to the Messages form and then is deleted. That's it! Templates to me indicate that customization has occurred and the full power of the ITSM system is not being realized in your organization. The best documentation on how it should work is the "Configuration Guide" I keep hearing more and more creative ways to abuse the system, when OOTB is pretty good. Happy New Year everyone! Gordon M. Frank Lockheed Martin -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, December 30, 2008 2:51 AM To: arslist@ARSLIST.ORG Subject: Re: How to submit and modify incidents/problems through email. The way to do it without templates is to create an email processing form. Create workflow to process the emails into that form, and to push the data from that form to the incident form. You will need to ensure that the work rules required by incident are enforced on the processing form. Rick --Original Message-- From: Salma Sender: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: How to submit and modify incidents/problems through email. Sent: Dec 29, 2008 11:39 PM Dear All, I have one urgent requirement , i want to submit incidents or problem automatically when remedy server recieves emails. How do we configure this ? I want to submit incidents through normal email which is sent to the specified email account , i.e which is configured in remedy. I doesn't want to use any templates. Can this be done with out using templates. If yes Please let me know how do we start with this configuration.Can any one give me some idea which work flow to be wrritten . I have setup mailboxes for outgoing and incoming in remedy. Please let me know for further details . Please help me . Regards, Salma -- View this message in context: http://www.nabble.com/How-to-submit-and-modify-incidents-problems-throug h-email.-tp21214029p21214029.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" Sent from my Verizon Wireless BlackBerry ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to submit and modify incidents/problems through email.
The way to do it without templates is to create an email processing form. Create workflow to process the emails into that form, and to push the data from that form to the incident form. You will need to ensure that the work rules required by incident are enforced on the processing form. Rick --Original Message-- From: Salma Sender: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: How to submit and modify incidents/problems through email. Sent: Dec 29, 2008 11:39 PM Dear All, I have one urgent requirement , i want to submit incidents or problem automatically when remedy server recieves emails. How do we configure this ? I want to submit incidents through normal email which is sent to the specified email account , i.e which is configured in remedy. I doesn't want to use any templates. Can this be done with out using templates. If yes Please let me know how do we start with this configuration.Can any one give me some idea which work flow to be wrritten . I have setup mailboxes for outgoing and incoming in remedy. Please let me know for further details . Please help me . Regards, Salma -- View this message in context: http://www.nabble.com/How-to-submit-and-modify-incidents-problems-through-email.-tp21214029p21214029.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" Sent from my Verizon Wireless BlackBerry
