Mike, What you suggest is what we have implemented. Here's why I think it is a bad idea:
1) Performance issue, custom workflow on 'AR System Email Messages' is supposed to be lean and mean and simple, out-of-the-box. 2) All the customization will be lost with the upgrades of Email Engine (unless it's a binary update only but we lost all the customization going from 7.0 to 7.0.01) We are in the process of re-architecting the entire email design and parsing mechanism. Our approach is to have a staging form which gets the data from 'AR System Email Messages' form (for both, incoming and outgoing) and perform all the custom work-flow there on the staging form. We have done some analysis and found at least 25% of performance improvement by moving away from 'AR System Email Messages' form and since it'll be a custom form, it will not override anything when we upgrade our email engine. I hope this helps :) Best Regards, Neel Gautam. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Balogh Sent: Wednesday, June 20, 2007 2:45 PM To: [email protected] Subject: parsing email subject line to create/update tickets Hi all, I apologize if this has already been posted... I posted it from the ARSList web page and it seems that it isn't showing up in the online archive, so I fear it may also have not gone out to the list. I'm currently developing a custom application for a client which involves an integration with the ARS Email Engine to create/update tickets. We are on version 7.01 p2 on MSSQL 2005. The client does not want to be restricted to using email templates. When a new email arrives, the system should parse the subject line for a ticket number. If a valid number is found, the email should update the existing ticket. If no valid number is found, a new ticket should be created. The best way I can think of to do this is to create some custom workflow on the 'AR System Email Messages' and 'AR System Email Attachments' to perform these operations, which should be fairly simple. My question is this... does anyone see any reason why this is a bad idea? Could we have problems with this custom workflow being overwritten or becoming invalidated when applying patches or new email engine versions? And if so, what is the best way to go about this other than adding custom workflow to the forms mentioned above? Thanks in advance for your input! ~Mike -- Michael J Balogh Wingspan Systems Inc [EMAIL PROTECTED] http://www.wingspaninc.com ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" 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. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
