Hi Gautam, Thank you for your email. Can you tell me how do you pass the Message ID from email to HelpDesk form? Regards Thiru
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Friday, May 18, 2007 10:26 AM To: [email protected] Subject: Re: Create Incident record via Email ** Hi Thiru, We have done the EXACT same thing except we don't send formatted emails, as customers denied to send formatted emails. We use free form emails. However, what we have done the following to achieve exactly what you desire: 1) We have added a field on 'AR System Email Messages' called "Incident Number". 2) Pass MessageID from email to help-desk form and on submit, we save Incident Number of created incident on to 'AR System Email Messages' form using matching MessageID. 3) We have added a table on 'work-info' tab on help-desk to point to all emails related to that particular incident. That way, we don't replicate emails/attachments and we can have a relationship between incident and emails I hope this helps. Thank you, Neel Gautam Accenture - Chicago Delivery Centre MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS Sent: Thursday, May 17, 2007 7:45 PM To: [email protected] Subject: Re: Create Incident record via Email Hi Hussain, 1) We don't want to replicate the file attachments. Hence, the attachments are to be left in the email and to make a relationship between email and the incident record. 2) 'Service Desk' requirement to view the original email. Regards Thiru ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sheriff,Hussain Sent: Friday, May 18, 2007 4:24 AM To: [email protected] Subject: Create Incident record via Email ** Thiru, Since you are creating incident records in HPD:Help Desk based on email messages, would you please explain what email messages you are trying to view? Do you mean that you would like to display the same email message that was used to create the incident? Hussain On Wed, 16 May 2007 21:31:21 -0700, Rick Cook <[EMAIL PROTECTED]> wrote: >I'm in the process of doing that now. I bypassed the Email template >altogether (users find it too confusing, and it's prone to being misused), >so I've created a small holding form with the necessary fields from the >Email Messages form and the People form, so that I can use the Email address >to get the other Person information and store the data necessary to push >into the Incident. Once I get the Email engine actually processing >messages, I'll know how well it works. > >Rick > _____ > >From: Action Request System discussion list(ARSList) >[mailto:[email protected] <mailto:[email protected]> ] On Behalf Of Thirumavalavan Muthusamy NCS >Sent: Wednesday, May 16, 2007 9:20 PM >To: [email protected] >Subject: Create Incident record via Email > >Hi, > >I am using Email Template to create Incident record. There is no issue on >this. >However, I would like to make the relationship between the Email (Schema - >AR System Email Messages) and Incident record (Schema: HPD: Help Desk). This >will help the support engineer to view the incoming email message from the >incident record. > >Has any one done? Any idea? This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
