Re: Update Incidents Via Email

[Karicheti anil kumar]

Hi Todd,

We cannot change the assigned group with existing RBE flow. Through
customizations, yes we can achieve your requirement.

Regards,
Anil Kumar K
https://www.facebook.com/RemedyRockStars


On Fri, Nov 11, 2016 at 7:21 PM, Arner, Todd  wrote:

> **
>
> I am trying to determine if there is a way to update an existing incident
> via email using out of the box functionality.  I understand how to create
> incidents and update the work info of an incident via email, but I am not
> seeing a way to update the incident itself.  We are looking for a way to
> update the Assigned to Group, impact and urgency fields via email.  I have
> some ideas of how I could do this through custom workflow but wanted to
> make sure I am not overlooking out of the box workflow.  Is anyone aware of
> a way to update an existing incident via email using out of the box
> workflow?  Thanks in advance for any input.
>
>
>
> ARS 8.1
>
> Mid-Tier 8.1
>
> SQL 2008R3
>
>
>
> Thanks,
>
> Todd Arner
>
> Great Lakes
> --
> The information contained in this communication may be confidential, is
> intended only for the use of the recipient(s) named above, and may be
> protected under state or federal law. If the reader of this message is not
> the intended recipient, you are hereby notified that any dissemination,
> distribution, or copying of this communication, or any of its contents, is
> strictly prohibited. If you have received this communication in error,
> please forward the communication to no...@glhec.org immediately and
> destroy or delete the original message and any copy of it from your
> computer system. If you have any questions concerning this message, please
> contact the sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Update Incidents Via Email

[Alan Truelove]

 blockquote, div.yahoo_quoted { margin-left: 0 !important; border-left:1px 
#715FFA solid !important; padding-left:1ex !important; background-color:white 
!important; }  Use remedy javi api. Much simpler


Sent from Yahoo Mail for iPhone


On Friday, November 11, 2016, 8:51 AM, Arner, Todd  wrote:

** 
I am trying to determine if there is a way to update an existing incident via 
email using out of the box functionality.  I understand how to create incidents 
and update the work info of an incident via email, but I am not seeing a way to 
update the incident itself.  We are looking for a way to update the Assigned to 
Group, impact and urgency fields via email.  I have some ideas of how I could 
do this through custom workflow but wanted to make sure I am not overlooking 
out of the box workflow.  Is anyone aware of a way to update an existing 
incident via email using out of the box workflow?  Thanks in advance for any 
input.
 
  
 
ARS 8.1
 
Mid-Tier 8.1
 
SQL 2008R3
 
  
 
Thanks,
 
Todd Arner
 
Great Lakes
 The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.org immediately and destroy or delete the original 
message and any copy of it from your computer system. If you have any questions 
concerning this message, please contact the sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_
 


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Re: Update Incidents Via Email

[Roger Justice]

Review the inbound email rule configuration work flow. BMC built the to create 
a new Incident or update an existing Incident to add a worklog entry. Modifying 
the fields you have listed will require additional parsing of the email body.
 
 
-Original Message-
From: Arner, Todd 
To: arslist 
Sent: Fri, Nov 11, 2016 8:52 am
Subject: Update Incidents Via Email


**
I am trying to determine if there is a way to update an existing incident via 
email using out of the box functionality.  I understand how to create incidents 
and update the work info of an incident via email, but I am not seeing a way to 
update the incident itself.  We are looking for a way to update the Assigned to 
Group, impact and urgency fields via email.  I have some ideas of how I could 
do this through custom workflow but wanted to make sure I am not overlooking 
out of the box workflow.  Is anyone aware of a way to update an existing 
incident via email using out of the box workflow?  Thanks in advance for any 
input.
 
ARS 8.1
Mid-Tier 8.1
SQL 2008R3
 
Thanks,
Todd Arner
Great Lakes

The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.org immediately and destroy or delete the original 
message and any copy of it from your computer system. If you have any questions 
concerning this message, please contact the sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_


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