I agree 100%. Not saying you shouldn't use templates or, as you pointed out the web requester console. Just that it can be done without templates.. J.T. Shyman Column Technologies <mailto:[EMAIL PROTECTED]>
________________________________ From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Thu 12/6/2007 10:18 AM To: [email protected] Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound ** I don't doubt that it can be done, J.T. But at some point in the customization continuum, pointing users to the web Requester interface is far less resource-intensive (development, training, etc.) than covering all of the ways email could be used and abused. Rick On 12/6/07, J.T. Shyman <[EMAIL PROTECTED]> wrote: ** For MAPI you need to install Outlook or a similar client on your Remedy server, I believe. Most places don't like to do that and use POP/SMTP instead. J.T. Shyman Column Technologies ________________________________ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 10:05 AM To: [email protected] Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound ** THANK YOU !!!! I'm going to take your advice and use templates. This is my first time setting this up. I know in the AR System Email Mailbox Configuration I have to setup "Incoming" email. We are using Microsoft Exchange - so for the "Email Server Type" should I use POP3, IMAP4, MBOX, or MAPI? Is it recommended to use the same Exchange Account as I do for "Outgoing" email or should I have a separate account? THANKS again! On 12/6/07, J.T. Shyman < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: ** I've done it personally with another of my co-workers. Attachments can be grabbed without using templates if you are creative. There is a form called HPD:IncidentInterface_Create. You will need to push certain fields to it to create new incidents. Play with it on a test system to see which suit your needs. We had to add some fields to the AR System Email Attachments, AR System Email Messages, HPD:Help Desk and CTM:People forms to get it all to work. Beware: Not using templates can leave you vulnerable to getting spam bombed. By that I mean someone can send in thousands of emails to your helpdesk account and Remedy will merrily create tickets for each and every one unless you are carful in your qualifications. J.T. Shyman Column Technologies ________________________________ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 9:40 AM To: [email protected] Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound ** Rick - what "interface create form" ? On 12/6/07, Rick Cook < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: ** Yes. You can do it using email templates or by just pushing the data in the emai fields (subject and body) to fields on a staging form, adding some default data to allow the Incident to be created, and then ensuring that someone does triage on it to get it properly categorized and assigned. Just a caveat - if you need to capture email attachments, you must use the templates. Remember to not submit it directly to HPD:HelpDesk - use that Interface Create form, which will create the Incident. Rick On 12/6/07, T. Dee < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: ** I was wondering if anyone has setup Remedy to create Incidents in ITSM 7.0 using email? Thanks! __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___ __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___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
