John, So we do a couple of things.
In our Corporate environment we are running Exchange 2013 with POP disabled. The only available protocol to use was IMAP but in the version of Exchange 2013 that we have Microsoft actually changed the IMAP protocol slightly and it was causing our inbound submissions to be void of images and if it was mixed message format only certain parts would come through. To get around this we setup our own hMail email server on a separate Tomcat server and we setup a local remedy domain. To handle routing we had our Exchange admins setup MX records with our local domain to the IP of the Tomcat server. This allowed us to connect using IMAP or POP free from any of the Exchange restrictions. We still use our corporate relay for outbound. All that being said we are running 8.1.00 currently, with plans in the upcoming weeks to upgrade to 8.1.02. We are a multi-tenancy environment with 300+ Companies. All of our ticket updates are standardized, we require the full ticket number to be at the end of the subject line. All of those “bad” emails in my below examples were when someone tried to update a ticket improperly. Our inbound ticket creation is not that standardized. The only real requirement we have is that if the email is to generate a ticket it cannot have RE: at the beginning of the Subject line and the email address they are sending to has to be the only thing in the To field, any other email addresses need to be in the CC or BCC fields. When we have a department approach us for auto creation we have them work with the Exchange administrators to setup a mailbox that forwards on the server side to our processing mailbox. Then they give us the email address that was created and then I go into the RBE:Console form and setup the creation rules that we work with this department on. Such as, it goes to this group with a specific categorization. After I configure the rule I go to the RBE:Rule form, find what I just created, then I change the Company name I created it under to the Global designator. From there I pull up the RBE:Action form, find the rule I just created, and then I remove the <auth>Validate User</auth> from the string to allow anyone that sends properly to create a ticket. One of these days I am going to overlay or build custom workflow that will do those RBE:Rule and RBE:Action steps for me since it is the standard we use. We have custom workflow that if they are non-validated user then it will create the ticket with the Customer information “ENTER VALUE” and it requires the tech who first works on the ticket to set the Customer name properly. If we have a department who wants various categorizations or different group configurations for their emails we can do it a couple of different ways. Our most common is just have them setup a different mailbox for that particular requirement. Otherwise we can have them make it clear to their customers that they want specific key words in the Subject line in order for it to work. We also overlaid the workflow that handles the attachments for the tickets and instead of parsing out the various images and attachments and then putting them on the ticket we simply attach the full email from the Alternate Attachments tab on the AR System Email Messages form. By doing this it keeps full integrity of the email intact and has been better for audits. I hope that helped answer your question and didn’t just waste your time blasting you with a bunch of information you didn’t need. Levi Lippincott / Remedy Administrator +1 402 561 7014 office +1 402 321 5421 mobile levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com> Interpublic Group 6825 Pine Street, Omaha, NE 68106 "Talent is a Gift; But Character is a Choice." -Matt Grotewold- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Wednesday, August 19, 2015 3:15 PM To: arslist@ARSLIST.ORG Subject: Re: High volume email inbox ** Levi, Great stuff. So - in general it seems as if the incoming mail is pretty highly standardized and is reasonable to automate (in terms of updating tickets ???) Would you say you use the inbox for a “variety” of “routes” — or do you have different email accounts for different functions? (I am just trying to get my head around using email for automation) -John On Wed, Aug 19, 2015 at 2:40 PM, Lippincott, Levi (OMA-GIS) <levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com>> wrote: ** John, I don’t know if we have a “high-volume” but I just ran a report and this is what I show over the past 2 weeks, excluding weekends. We averaged 2,454 emails per day with our lowest day being 1,806 and our highest being 2,998. For “good” emails we averaged 95.6% with our lowest being 94.3% and our highest being 97.0%. The only real “non-good” types of emails we have are when someone is trying to update a specific ticket with a reply and the subject line is formatted improperly to allow the ticket # to be pulled out. We accomplish this by filtering out almost all other “non-good” types of emails on the mail server. All spam is filtered at the corporate messaging level so we do not handle that, I suppose a few might slip through the cracks. All bounce-backs and auto-replies are automatically deleted on the mailbox side, with the exception being if there is a ticket number in the subject line to update the ticket. This allows a support staff member who is trying to troubleshoot an issue know if the person they are trying to contact is out of the office. For giggles below is my quick/dirty spreadsheet of the data. Date Incoming Outgoing Update Bad Good Average 8/4/2015 2395 20909 1585 98 95.9% 8/5/2015 2602 21934 1766 77 97.0% 8/6/2015 2423 18722 1601 96 96.0% 8/7/2015 1977 15308 1372 82 95.9% 8/10/2015 2820 22292 1835 109 96.1% 8/11/2015 2661 22410 1686 151 94.3% 8/12/2015 2998 22451 2133 114 96.2% 8/13/2015 2494 21355 1726 111 95.5% 8/14/2015 1806 14930 1250 93 94.9% 8/17/2015 2607 22212 1664 136 94.8% 8/18/2015 2725 22895 1766 136 95.0% 8/19/2015 1945 15853 1312 82 95.8% Average 2454 20106 1641 107 I hope that helps or answers your question. Levi Lippincott / Remedy Administrator +1 402 561 7014<tel:%2B1%20402%20561%207014> office +1 402 321 5421<tel:%2B1%20402%20321%205421> mobile levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com> Interpublic Group 6825 Pine Street, Omaha, NE 68106 "Talent is a Gift; But Character is a Choice." -Matt Grotewold- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of John Sundberg Sent: Wednesday, August 19, 2015 11:54 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: High volume email inbox ** Just wondering … who feels they have a “high-volume” inbox for their IT group? And if so — how many incoming mails do you get a day??? And … roughly -what % are “good” And — generically - how do the “non-good” emails breakout? - bounces? - auto-response? - spam? Or ???? anything else that would be good Thanks, -John -- John Sundberg Kinetic Data, Inc. "Your business. Your process." 651-556-0930<tel:651-556-0930> I john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com> www.kineticdata.com<http://www.kineticdata.com/> I community.kineticdata.com<http://community.kineticdata.com/> _ARSlist: "Where the Answers Are" and have been for 20 years_ This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. _ARSlist: "Where the Answers Are" and have been for 20 years_ -- John Sundberg Kinetic Data, Inc. "Your business. Your process." 651-556-0930 I john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com> www.kineticdata.com<http://www.kineticdata.com/> I community.kineticdata.com<http://community.kineticdata.com/> _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
