Re: Ticket creation in 7.1 via email
Hi. You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 has "creation forms" for all processes(Incident, Problem, Change...). Look in the ITSM 7.0 Integration documet and look at the Incident_Create form... /Rune Sorlid 2008/8/14 sivarama velicheti <[EMAIL PROTECTED]> > ** Hi Group, > > I have a question for you guys. I am doing the AR Server 7.1 email > integration for my company. One of the standard requirements is to create an > incident when an email is submitted to a particular account. Now I have > written filters to push the values of the email submitter on to the required > fields in HPD: helpdesk form (which is the incident creation form for 7.1). > Now I have a problem. The filter fails and I am pretty sure why. But I don't > know how to go about doing it. In the incident form in 7.1 simply typing in > the user details, fails to generate an incident number. When I enter the > name and hit enter (in the incident creation form) an underlying workflow is > triggered which also assigns the incident number. In my filter, I am pushing > in the values and I am getting the same error which says incident number is > not assigned. Which makes sense because the activelink to assign the > incident nummber is not firing. Has any one attempted a similar job. Can > please guide me as to what should be done next. > > > Thanks > > Sivarama Velicheti > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Ticket creation in 7.1 via email
Hi Rune, Can you be more elaborate. I searched the integration document and there was no mention about any such form. Can you give me what form it is in the administrator. Can you please give me the exact names so that I can look up. Thanks Sivarama On Thu, Aug 14, 2008 at 2:18 PM, Rune Sorlid <[EMAIL PROTECTED]> wrote: > ** Hi. > > You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 has > "creation forms" for all processes(Incident, Problem, Change...). Look in > the ITSM 7.0 Integration documet and look at the Incident_Create form... > > /Rune Sorlid > > > > > 2008/8/14 sivarama velicheti <[EMAIL PROTECTED]> > >> ** >> Hi Group, >> >> I have a question for you guys. I am doing the AR Server 7.1 >> email integration for my company. One of the standard requirements is to >> create an incident when an email is submitted to a particular account. Now I >> have written filters to push the values of the email submitter on to the >> required fields in HPD: helpdesk form (which is the incident creation form >> for 7.1). Now I have a problem. The filter fails and I am pretty sure why. >> But I don't know how to go about doing it. In the incident form in 7.1 >> simply typing in the user details, fails to generate an incident number. >> When I enter the name and hit enter (in the incident creation form) an >> underlying workflow is triggered which also assigns the incident number. In >> my filter, I am pushing in the values and I am getting the same error which >> says incident number is not assigned. Which makes sense because the >> activelink to assign the incident nummber is not firing. Has any one >> attempted a similar job. Can please guide me as to what should be done next. >> >> >> Thanks >> >> Sivarama Velicheti >> >> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Ticket creation in 7.1 via email
The creation form is called "HPD:IncidentInterface_Create". Sadly, the fieldids don't exactly match the fieldids in HPD:Help Desk' so it takes a bit of research to figure out what to push where. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Thursday, August 14, 2008 2:37 PM To: arslist@ARSLIST.ORG Subject: Re: Ticket creation in 7.1 via email ** Hi Rune, Can you be more elaborate. I searched the integration document and there was no mention about any such form. Can you give me what form it is in the administrator. Can you please give me the exact names so that I can look up. Thanks Sivarama On Thu, Aug 14, 2008 at 2:18 PM, Rune Sorlid <[EMAIL PROTECTED]> wrote: ** Hi. You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 has "creation forms" for all processes(Incident, Problem, Change...). Look in the ITSM 7.0 Integration documet and look at the Incident_Create form... /Rune Sorlid 2008/8/14 sivarama velicheti <[EMAIL PROTECTED]> ** Hi Group, I have a question for you guys. I am doing the AR Server 7.1 email integration for my company. One of the standard requirements is to create an incident when an email is submitted to a particular account. Now I have written filters to push the values of the email submitter on to the required fields in HPD: helpdesk form (which is the incident creation form for 7.1). Now I have a problem. The filter fails and I am pretty sure why. But I don't know how to go about doing it. In the incident form in 7.1 simply typing in the user details, fails to generate an incident number. When I enter the name and hit enter (in the incident creation form) an underlying workflow is triggered which also assigns the incident number. In my filter, I am pushing in the values and I am getting the same error which says incident number is not assigned. Which makes sense because the activelink to assign the incident nummber is not firing. Has any one attempted a similar job. Can please guide me as to what should be done next. Thanks Sivarama Velicheti __Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Ticket creation in 7.1 via email
Hi Guys, Thanks for your inputs. It was really helpful. I was able to create an incident via email. Sadly though two incidents are getting created for each submission. Now I have to trace and find out the error. Thanks Sivarama On Thu, Aug 14, 2008 at 3:43 PM, Ron Legters <[EMAIL PROTECTED]>wrote: > ** > > The creation form is called "HPD:IncidentInterface_Create". Sadly, the > fieldids don't exactly match the fieldids in HPD:Help Desk' so it takes a > bit of research to figure out what to push where. > > > > Thanks, > Ron > Tools Admin > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti > *Sent:* Thursday, August 14, 2008 2:37 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Ticket creation in 7.1 via email > > > > ** > > Hi Rune, > > Can you be more elaborate. I searched the integration document and > there was no mention about any such form. Can you give me what form it is in > the administrator. Can you please give me the exact names so that I can look > up. > > Thanks > Sivarama > > On Thu, Aug 14, 2008 at 2:18 PM, Rune Sorlid <[EMAIL PROTECTED]> wrote: > > ** > > Hi. > > > > You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 has > "creation forms" for all processes(Incident, Problem, Change...). Look in > the ITSM 7.0 Integration documet and look at the Incident_Create form... > > > > /Rune Sorlid > > > > > > > > 2008/8/14 sivarama velicheti <[EMAIL PROTECTED]> > > ** > > Hi Group, > > I have a question for you guys. I am doing the AR Server 7.1 email > integration for my company. One of the standard requirements is to create an > incident when an email is submitted to a particular account. Now I have > written filters to push the values of the email submitter on to the required > fields in HPD: helpdesk form (which is the incident creation form for 7.1). > Now I have a problem. The filter fails and I am pretty sure why. But I don't > know how to go about doing it. In the incident form in 7.1 simply typing in > the user details, fails to generate an incident number. When I enter the > name and hit enter (in the incident creation form) an underlying workflow is > triggered which also assigns the incident number. In my filter, I am pushing > in the values and I am getting the same error which says incident number is > not assigned. Which makes sense because the activelink to assign the > incident nummber is not firing. Has any one attempted a similar job. Can > please guide me as to what should be done next. > > > Thanks > > Sivarama Velicheti > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Ticket creation in 7.1 via email
In ITSM 7 there is a form called HPD:IncidentInterfacecreate. This is the form you?push the required fields to including Customer first and last name. The workflow for this form is all filters and it will do the appropriate population that you are seeing on the Incident form that are Active Links. There is documentation in the Integration manual that will better explaing this. Look at the WEB Services section for more details. -Original Message- From: sivarama velicheti <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thu, 14 Aug 2008 4:37 pm Subject: Re: Ticket creation in 7.1 via email ** Hi Rune, ??? Can you be more elaborate. I searched the integration document and there was no mention about any such form. Can you give me what form it is in the administrator. Can you please give me the exact names so that I can look up. Thanks Sivarama On Thu, Aug 14, 2008 at 2:18 PM, Rune Sorlid <[EMAIL PROTECTED]> wrote: ** Hi. ? You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 has "creation forms" for all processes(Incident, Problem, Change...). Look in the ITSM 7.0 Integration documet and look at the Incident_Create form... ? /Rune Sorlid ? ? 2008/8/14 sivarama velicheti <[EMAIL PROTECTED]> ** Hi Group, I have a question for you guys. I am doing the AR Server 7.1 email integration for my company. One of the standard requirements is to create an incident when an email is submitted to a particular account. Now I have written filters to push the values of the email submitter on to the required fields in HPD: helpdesk form (which is the incident creation form for 7.1). Now I have a problem. The filter fails and I am pretty sure why. But I don't know how to go about doing it. In the incident form in 7.1 simply typing in the user details, fails to generate an incident number. When I enter the name and hit enter (in the incident creation form) an underlying workflow is triggered which also assigns the incident number. In my filter, I am pushing in the values and I am getting the same error which says incident number is not assigned. Which makes sense because the activelink to assign the incident nummber is not firing. Has any one attempted a similar job. Can please guide me as to what should be done next. Thanks Sivarama Velicheti __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Ticket creation in 7.1 via email
Hi Guys, Thanks for your inputs. It was really helpful. Thanks Sivarama On Thu, Aug 14, 2008 at 5:33 PM, Roger Justice <[EMAIL PROTECTED]> wrote: > ** In ITSM 7 there is a form called HPD:IncidentInterfacecreate. This is > the form you push the required fields to including Customer first and last > name. The workflow for this form is all filters and it will do the > appropriate population that you are seeing on the Incident form that are > Active Links. There is documentation in the Integration manual that will > better explaing this. Look at the WEB Services section for more details. > > > -Original Message- > From: sivarama velicheti <[EMAIL PROTECTED]> > To: arslist@ARSLIST.ORG > Sent: Thu, 14 Aug 2008 4:37 pm > Subject: Re: Ticket creation in 7.1 via email > > ** Hi Rune, > > Can you be more elaborate. I searched the integration document and > there was no mention about any such form. Can you give me what form it is in > the administrator. Can you please give me the exact names so that I can look > up. > > Thanks > Sivarama > > On Thu, Aug 14, 2008 at 2:18 PM, Rune Sorlid <[EMAIL PROTECTED]> wrote: > >> ** Hi. >> >> You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 >> has "creation forms" for all processes(Incident, Problem, Change...). Look >> in the ITSM 7.0 Integration documet and look at the Incident_Create form... >> >> /Rune Sorlid >> >> >> >> >> 2008/8/14 sivarama velicheti <[EMAIL PROTECTED]> >> >>> ** >>> Hi Group, >>> >>> I have a question for you guys. I am doing the AR Server 7.1 >>> email integration for my company. One of the standard requirements is to >>> create an incident when an email is submitted to a particular account. Now I >>> have written filters to push the values of the email submitter on to the >>> required fields in HPD: helpdesk form (which is the incident creation form >>> for 7.1). Now I have a problem. The filter fails and I am pretty sure why. >>> But I don't know how to go about doing it. In the incident form in 7.1 >>> simply typing in the user details, fails to generate an incident number. >>> When I enter the name and hit enter (in the incident creation form) an >>> underlying workflow is triggered which also assigns the incident number. In >>> my filter, I am pushing in the values and I am getting the same error which >>> says incident number is not assigned. Which makes sense because the >>> activelink to assign the incident nummber is not firing. Has any one >>> attempted a similar job. Can please guide me as to what should be done next. >>> >>> >>> Thanks >>> >>> Sivarama Velicheti >>> >>> >>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >>> html___ >> >> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ > > > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > -- > It's time to go back to school! Get the latest trends and gadgets that make > the grade on AOL > Shopping<http://shopping.aol.com/back-to-school?ncid=aolins000507> > . > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > -- Sivarama Velicheti * * * *** * * * - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
