Depending on your version of mid-tier, you can use Ctrl-Alt-C to copy a record to a new record. I think it was made available in 8.1 with one of the service packs or patches. I forget which. Works just like the client. :)
Thanks, Todd Arner Great Lakes -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hennigan, Sandra H CTR DSS DSS HQ (US) Sent: Friday, July 08, 2016 7:26 AM To: [email protected] Subject: Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console Open the RBE:Message record on the web. Export as CSV all of the fields of the failed record. Change the RBE:Message from "Search" to "New". From the CSV, copy/paste the details from the failed record; save. Be sure that the Status = "New" when you save the record. Thank you, Sandra -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Christine Milton-Hall Sent: Thursday, July 07, 2016 7:07 PM To: [email protected] Subject: Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console All active links contained in this email were disabled. Please verify the identity of the sender, and confirm the authenticity of all links contained within the message prior to copying and pasting the address to a Web browser. ---- What happens if we are not using the client? -----Original Message----- From: Action Request System discussion list(ARSList) [Caution-mailto:[email protected]] On Behalf Of Hennigan, Sandra H CTR DSS DSS HQ (US) Sent: Tuesday, July 05, 2016 4:56 PM To: [email protected] Subject: Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console Christine, Yes, monitor the RBE:Message records with a Status of "Rejected" and "No Rule Found". If the failed record should be processed/can be corrected, perform a copy to new of the failed record (easy to do if you have the Remedy client). On the now new RBE:Message record, correct the deficiencies, change the Status to "New" and save the record. It should process correctly. Thank you, Sandra -----Original Message----- From: Action Request System discussion list(ARSList) [Caution-mailto:[email protected]] On Behalf Of Christine Milton-Hall Sent: Tuesday, July 05, 2016 4:00 PM To: [email protected] Subject: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console All active links contained in this email were disabled. Please verify the identity of the sender, and confirm the authenticity of all links contained within the message prior to copying and pasting the address to a Web browser. ________________________________ ** We have recently implemented inbound email to remedy to generate tickets. (We have not implemented the ability to update yet). I monitor for errors through the RBE console. My questions are: 1. One of our failures is if the from email address is not found in the People profile. a. Can we update the profile and then reprocess the transaction from the console? 2. If we cannot reprocess a failed transaction from the console, can we update the status so that we know they have been addressed? 3. Is there any other way to monitor email transactions to make this easier? Any guidance would be greatly appreciated! Thanks c ************************************************************************************************* This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. 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