Re: Submit Yes/No response to ARS from a blackberry?
Robert: I started a design and it's along the lines of your suggestion. I will have a server side code that's invoked with two parameters thru a simple URL. This code will take these parameters and then work as a Web Service client...and consume a ARS Web Service, passing the parameters to ARS. I will let you guys know how it turns out. The amount of ARS code is not much. Figuring out where to put the code was a challenge. About blackberry simulator mentioned earlier, I downloaded it but haven't been able to get it to work. I didn't spend much time trying, but it doesn't look like a install-and-use kind of stuff. Probably an overkill for me to get it to work, but it's an interesting application. Robert Halstead wrote: Rabi, Very sorry for the late reply.. So many emails from the ARS list sometimes I just skim over them because I'm up to my neck in work. Any device can look at a PHP web page as all that is outputted from the server is HTML. PHP is only ran on the server. Now, I haven't used websphere before but if they can support php you should be able to write a test page to display on ANY mobile device not just the blackberry. I don't own a blackberry either (user of the palm treo) but essentially all you need to do would pass the parameters for the php script in the url. The php script would then use Remedy's web services to update the record. This way you don't need to worry about compatibility on the client's device so long as they can run a web browser. Doesn't even need to be a full browser. That's the beauty of PHP, the web server itself handles the connection to Remedy, all the user needs to do is push the button on some web page or just have the php script run automatically when the page is hit by the browser. On Jan 4, 2008 11:30 AM, Rabi Tripathi [EMAIL PROTECTED] wrote: ps: I am now thinking of a URL that invokes a web services client. Then I can have two links passing the ticket id as well as yes or no parameter to the client and the client will consume ARS web service. Some kind of server side code...such as Java Servlet or .Net (or perhaps php). -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 8:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p15075123.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: Submit Yes/No response to ARS from a blackberry?
Rabi, Very sorry for the late reply.. So many emails from the ARS list sometimes I just skim over them because I'm up to my neck in work. Any device can look at a PHP web page as all that is outputted from the server is HTML. PHP is only ran on the server. Now, I haven't used websphere before but if they can support php you should be able to write a test page to display on ANY mobile device not just the blackberry. I don't own a blackberry either (user of the palm treo) but essentially all you need to do would pass the parameters for the php script in the url. The php script would then use Remedy's web services to update the record. This way you don't need to worry about compatibility on the client's device so long as they can run a web browser. Doesn't even need to be a full browser. That's the beauty of PHP, the web server itself handles the connection to Remedy, all the user needs to do is push the button on some web page or just have the php script run automatically when the page is hit by the browser. On Jan 4, 2008 11:30 AM, Rabi Tripathi [EMAIL PROTECTED] wrote: Rick: My understanding is that web access is not supported in the BB environment here, else I wouldn't be in this quandary. However, I will re-doublecheck, if that's a word. I wasn't sure that this is even a question...because I wasn't sure that BB environments would so differently in different places. I'm clueless about BBs, as I said earlier. About other interfaces...I will research, but do you have any names handy? Sandra: I am aware of the email option, as I wrote in the post. I am looking at better, more foolproof alternatives. Robert: About using PHP...I am not clear how can I have a BB user invoke php code (or any other code) via an email received in BB. Can you elaborate? Joe: Thanks for the tip. Kinetic Survey...anyone? Or any other gizmo anybody wants to plug in here? ps: I am now thinking of a URL that invokes a web services client. Then I can have two links passing the ticket id as well as yes or no parameter to the client and the client will consume ARS web service. Some kind of server side code...such as Java Servlet or .Net (or perhaps php). Rick Cook-3 wrote: If your BB environment is set up to use web access, I would recommend constructing a truncated view of the approval screen, and send them that. If not, perhaps if your emails asking for approval had three URLs embedded in them - one for Yes, one for No, and perhaps one for Need more Info, those could map to separate email Inboxes that would route the approvals that way. Or, you could use one of the several very good interfaces between Remedy and BB devices, and display Remedy screens on them that way. Lots of ways to skin this cat. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 8:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of
Re: Submit Yes/No response to ARS from a blackberry?
bah, I meant to say php pages access our Remedy not java servlets. Java is still new to us as we have just started to fully use it. On Jan 4, 2008 9:54 AM, Robert Halstead [EMAIL PROTECTED] wrote: The problem with the mid-tier and mobile devices that I've experienced is that most mobile devices won't support the java on the web page fully. This is because of the browser on most mobile devices. Instead of creating the page through Remedy, I would either stick with the e-mail option (since that is what blackberry's are most used for) or create a php page (not through Remedy) that has your two buttons and have php call Remedy through the Remedy web service. The page could still take your unique value since you would be able to build the url manually in Remedy when it sends the e-mail to the user and then pull additional values if you need to display on the web page itself. Most mobile web browsers have no problem with php. Of course, you don't have to go with php, any server side code will work. We have java servlets access our Remedy through web services even though we could probably have them use the api. Just my two cents. On Jan 4, 2008 9:39 AM, Rabi Tripathi [EMAIL PROTECTED] wrote: All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14620271.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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Submit Yes/No response to ARS from a blackberry?
The problem with the mid-tier and mobile devices that I've experienced is that most mobile devices won't support the java on the web page fully. This is because of the browser on most mobile devices. Instead of creating the page through Remedy, I would either stick with the e-mail option (since that is what blackberry's are most used for) or create a php page (not through Remedy) that has your two buttons and have php call Remedy through the Remedy web service. The page could still take your unique value since you would be able to build the url manually in Remedy when it sends the e-mail to the user and then pull additional values if you need to display on the web page itself. Most mobile web browsers have no problem with php. Of course, you don't have to go with php, any server side code will work. We have java servlets access our Remedy through web services even though we could probably have them use the api. Just my two cents. On Jan 4, 2008 9:39 AM, Rabi Tripathi [EMAIL PROTECTED] wrote: All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14620271.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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Submit Yes/No response to ARS from a blackberry? (U)
UNCLASSIFIED It depends on your goal, on what you want the Yes/No response to do. Remedy doesn't care whether the email is sent from a PC or Blackberry mailbox so you could use the functionality of the AREmail Engine and create workflow using incoming messages. The workflow can be dependent on keywords typed to the subject line when replying to an email. Sandra Hennigan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--t p14620271p14620271.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: Submit Yes/No response to ARS from a blackberry?
If your BB environment is set up to use web access, I would recommend constructing a truncated view of the approval screen, and send them that. If not, perhaps if your emails asking for approval had three URLs embedded in them - one for Yes, one for No, and perhaps one for Need more Info, those could map to separate email Inboxes that would route the approvals that way. Or, you could use one of the several very good interfaces between Remedy and BB devices, and display Remedy screens on them that way. Lots of ways to skin this cat. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 8:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp146 20271p14620271.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: Submit Yes/No response to ARS from a blackberry? (U)
Rabi, If you want an OTB solution, I think Kinetic Survey may have something for you. I'm pretty sure one of the features of Kinetic Survey was to send a email with embedded method of replying to a survey which could be a Yes/No kind of a survey you want to send. I remember seeing a demo on this product and vaguely remember it has this feature to send responses through embedded buttons or radio buttons on emails.. Maybe John David Sundberg or someone from Kinetic Data http://www.kineticdata.com could verify that for you.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Friday, January 04, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: Submit Yes/No response to ARS from a blackberry? (U) UNCLASSIFIED It depends on your goal, on what you want the Yes/No response to do. Remedy doesn't care whether the email is sent from a PC or Blackberry mailbox so you could use the functionality of the AREmail Engine and create workflow using incoming messages. The workflow can be dependent on keywords typed to the subject line when replying to an email. Sandra Hennigan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.17.13/1208 - Release Date: 1/3/2008 3:52 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Submit Yes/No response to ARS from a blackberry?
Rabi, The way I did it here was to create a web app. This assumes that your BlackBerry can access a web app, which in turn can access your ARS system. When the email is created in Remedy workflow inserts a hidden URL into the top of the email. The URL is not visible in Outlook (our email client) but appears when viewing on a BlackBerry. The user clicks this link which starts the web app. The URL will include at least one parameter that links back to a ticket or record. Although not required, I use a GUID in the URL and each email recipient gets a different GUID (even if the email is being sent to a group). I have a form that keeps track of the GUIDs with the Request Ids and a expiration date. After a certain amount of time (1 week) the link is no longer valid. I use ASP.Net and the ARS .Net API to retrieve ticket details and display to the user. The user can then update the work log, reassign the ticket, and/or change the status. A button is available for them to Submit their changes to the ticket. When clicked the web app updates the ticket in Remedy. For just a Yes/No response you could have two buttons, labeled Yes and No. If you want to ensure that only the recipient of the email can update the ticket you could add a password field to the web app, which the user would enter. The web app would validate the password before updating ARS. HTH Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--t p14620271p14620271.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: Submit Yes/No response to ARS from a blackberry?
Rick: My understanding is that web access is not supported in the BB environment here, else I wouldn't be in this quandary. However, I will re-doublecheck, if that's a word. I wasn't sure that this is even a question...because I wasn't sure that BB environments would so differently in different places. I'm clueless about BBs, as I said earlier. About other interfaces...I will research, but do you have any names handy? Sandra: I am aware of the email option, as I wrote in the post. I am looking at better, more foolproof alternatives. Robert: About using PHP...I am not clear how can I have a BB user invoke php code (or any other code) via an email received in BB. Can you elaborate? Joe: Thanks for the tip. Kinetic Survey...anyone? Or any other gizmo anybody wants to plug in here? ps: I am now thinking of a URL that invokes a web services client. Then I can have two links passing the ticket id as well as yes or no parameter to the client and the client will consume ARS web service. Some kind of server side code...such as Java Servlet or .Net (or perhaps php). Rick Cook-3 wrote: If your BB environment is set up to use web access, I would recommend constructing a truncated view of the approval screen, and send them that. If not, perhaps if your emails asking for approval had three URLs embedded in them - one for Yes, one for No, and perhaps one for Need more Info, those could map to separate email Inboxes that would route the approvals that way. Or, you could use one of the several very good interfaces between Remedy and BB devices, and display Remedy screens on them that way. Lots of ways to skin this cat. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 8:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp146 20271p14620271.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 -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14622438.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or
Re: Submit Yes/No response to ARS from a blackberry?
Stephen, Thanks for the info. So you have a server side code that is invoked with some parameters by URL embedded in the ARS email. That's the line I was thinking along at the end of last post. I need to find out what kind of server side code can the web server handle here (Websphere) and the capabilities of BB. You might find it funny, but I don't even have access to a blackberry, not one from this site, not from anywhere, and don't even have somebody with one that I can test with (as of this moment), so I am just groping around in dark here. This is not the most disadvantaged point from which I have worked over the years. I need to start shouting here. Rabi, The way I did it here was to create a web app. This assumes that your BlackBerry can access a web app, which in turn can access your ARS system. When the email is created in Remedy workflow inserts a hidden URL into the top of the email. The URL is not visible in Outlook (our email client) but appears when viewing on a BlackBerry. The user clicks this link which starts the web app. The URL will include at least one parameter that links back to a ticket or record. Although not required, I use a GUID in the URL and each email recipient gets a different GUID (even if the email is being sent to a group). I have a form that keeps track of the GUIDs with the Request Ids and a expiration date. After a certain amount of time (1 week) the link is no longer valid. I use ASP.Net and the ARS .Net API to retrieve ticket details and display to the user. The user can then update the work log, reassign the ticket, and/or change the status. A button is available for them to Submit their changes to the ticket. When clicked the web app updates the ticket in Remedy. For just a Yes/No response you could have two buttons, labeled Yes and No. If you want to ensure that only the recipient of the email can update the ticket you could add a password field to the web app, which the user would enter. The web app would validate the password before updating ARS. HTH Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14624892.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: Submit Yes/No response to ARS from a blackberry?
Doesn't the Kinetic Survey have the ability to embed radio buttons or a button in an email to respond to a Yes/No type of a response? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of John Sundberg Sent: Friday, January 04, 2008 4:04 PM To: arslist@ARSLIST.ORG Subject: Re: Submit Yes/No response to ARS from a blackberry? ** You can find BB simulators available easily -- that is how we have done testing in the past. Google for BB simulator -- you might be surprised. They are quite cool. -John On 1/4/08, Rabi Tripathi [EMAIL PROTECTED] wrote: Stephen, Thanks for the info. So you have a server side code that is invoked with some parameters by URL embedded in the ARS email. That's the line I was thinking along at the end of last post. I need to find out what kind of server side code can the web server handle here (Websphere) and the capabilities of BB. You might find it funny, but I don't even have access to a blackberry, not one from this site, not from anywhere, and don't even have somebody with one that I can test with (as of this moment), so I am just groping around in dark here. This is not the most disadvantaged point from which I have worked over the years. I need to start shouting here. Rabi, The way I did it here was to create a web app. This assumes that your BlackBerry can access a web app, which in turn can access your ARS system. When the email is created in Remedy workflow inserts a hidden URL into the top of the email. The URL is not visible in Outlook (our email client) but appears when viewing on a BlackBerry. The user clicks this link which starts the web app. The URL will include at least one parameter that links back to a ticket or record. Although not required, I use a GUID in the URL and each email recipient gets a different GUID (even if the email is being sent to a group). I have a form that keeps track of the GUIDs with the Request Ids and a expiration date. After a certain amount of time (1 week) the link is no longer valid. I use ASP.Net and the ARS .Net API to retrieve ticket details and display to the user. The user can then update the work log, reassign the ticket, and/or change the status. A button is available for them to Submit their changes to the ticket. When clicked the web app updates the ticket in Remedy. For just a Yes/No response you could have two buttons, labeled Yes and No. If you want to ensure that only the recipient of the email can update the ticket you could add a password field to the web app, which the user would enter. The web app would validate the password before updating ARS. HTH Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp146 20271p14624892.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 -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.17.13/1209 - Release Date: 1/4/2008 12:05 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Submit Yes/No response to ARS from a blackberry?
You can find BB simulators available easily -- that is how we have done testing in the past. Google for BB simulator -- you might be surprised. They are quite cool. -John On 1/4/08, Rabi Tripathi [EMAIL PROTECTED] wrote: Stephen, Thanks for the info. So you have a server side code that is invoked with some parameters by URL embedded in the ARS email. That's the line I was thinking along at the end of last post. I need to find out what kind of server side code can the web server handle here (Websphere) and the capabilities of BB. You might find it funny, but I don't even have access to a blackberry, not one from this site, not from anywhere, and don't even have somebody with one that I can test with (as of this moment), so I am just groping around in dark here. This is not the most disadvantaged point from which I have worked over the years. I need to start shouting here. Rabi, The way I did it here was to create a web app. This assumes that your BlackBerry can access a web app, which in turn can access your ARS system. When the email is created in Remedy workflow inserts a hidden URL into the top of the email. The URL is not visible in Outlook (our email client) but appears when viewing on a BlackBerry. The user clicks this link which starts the web app. The URL will include at least one parameter that links back to a ticket or record. Although not required, I use a GUID in the URL and each email recipient gets a different GUID (even if the email is being sent to a group). I have a form that keeps track of the GUIDs with the Request Ids and a expiration date. After a certain amount of time (1 week) the link is no longer valid. I use ASP.Net and the ARS .Net API to retrieve ticket details and display to the user. The user can then update the work log, reassign the ticket, and/or change the status. A button is available for them to Submit their changes to the ticket. When clicked the web app updates the ticket in Remedy. For just a Yes/No response you could have two buttons, labeled Yes and No. If you want to ensure that only the recipient of the email can update the ticket you could add a password field to the web app, which the user would enter. The web app would validate the password before updating ARS. HTH Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: arslist@ARSLIST.ORG Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14624892.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 -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
