Ray,
Instead of using the email engine to create a helpdesk ticket I would suggest
creating workflow. Build one or more filters to parse the AR EMail form on
submit and push the data to a staging form that you create. You can predefine
all of your required helpdesk field values and/or build workflow against the
staging for to use logic to determine priority, requester, etc. After your
workflow is done manipulating the record created in the staging form by the
incoming email you can simply push the fields to the HPD:HelpDesk form and
you're GTG.
As for turning the email into an attachment; thats a little outside my
expertise. You would need to use the Run Process feature to execute a command
to export the email record (if you want to include the attachment thats in
another form so you'd wind up wtih 2 or more files per email) then do something
similar to attach that export file back to the case you create. Only thing is;
it wouldn't be in a format like that which you'd get by saving a message
directly from a 32-bit email client.
Hope that helps!
Eli
From: Action Request System discussion list(ARSList) on behalf of Ray Gellenbeck
Sent: Fri 2/8/2008 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email Engine in ARS 6.x
**
Folks,
A couple email engine beginner questions...
We're setting up an automation between one system's email output and Remedy
incoming Email Engine for creation of new tickets. The email from the upstream
system is shared by other teams, not just Remedy, so I'm trying to minimize
impact to the email body. It was already a bit of a hassle getting ! added
around all field names...
1. If my sole use of incoming email is automatic ticket creation, is there any
configuration settings where I can avoid having to put the
Server:
Form:
Key:
Action:
info in every email? We're trying to avoid putting such things in the email as
it is seen by other groups. It seems to me that the manual hints at but falls
short of specifically describing how to default/automate such info for incoming
email.
2. Is there a configuration setting for bringing the SUBJECT of the email into
a field on the target form? If not, it will mean another hey, could you add
this !Subject:! to your email body and not go over well.
3. The attachments functionality seems to only focus on taking attachments
from the current incoming email. Is there a way to tell the email engine to
post the entire email message as an attachment into the destination form (on
top of parsing it into the other fields)? The reason I ask is that the
DOWNSTREAM users require that the original email be attached to the records for
back-researching puposes in cases where a human has to intervene.
Thanks in advance for answers to some or all of these questions. I hope
they're just a case of the manual being too vague for my poor mind to catch it.
All 3 seem like they would be rather logical and simple to achieve with the
stock functionality without the need for scripting etc.
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