Rami, We open (and update) several hundred tickets each day via e-mail. The e-mail is pushed to an incoming e-mail template (in-house created form), then a set of filters edits the information and pushes pre-determined, required fields to open the actual ticket. After creation, the Ticket ID is pushed back to e-mail template to provide a link. We are still using Remedy 5.1.2 and our Help Desk ticketing system is Home-grown, but I am sure that you could do the same process on whatever system you are using.
Ron Fariss AIG Global Services Service Desk Automation 713-831-2365 (Office) 281-782-0979 (Mobile) ________________________________ From: "Action Request System discussion list(ARSList)" [mailto:[EMAIL PROTECTED] On Behalf Of Rami S Ayoub Sent: Monday, July 16, 2007 10:18 AM To: [email protected] Subject: Create Incident By Incoming EMails ** ** Hi List, Does anyone try to create an incident by Incoming emails? AR Server 7. Service Desk Application __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
