Check out page 150 in Administering BMC Remedy Email Engine guide (Email-Engine-700.pdf), that should answer all your questions.
You can use either the database field ID or the field name when doing this. -Matt Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 1:16 PM To: [email protected] Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound (UNCLASSIFIED) ** Thanks Gordon, I like this. I know this is an odd question, but, when you say PARSE email do I need to have the database field ids in the email like the template solution or....? THANKS!!!! On 12/6/07, FRANK, GORDON CTR DISA JSSC <[EMAIL PROTECTED]> wrote: Classification: UNCLASSIFIED Caveats: NONE You can also do this through a Filter. Follow the following rough steps 1. Create an Inbound email address in the "AR System Email Mailbox Configuration" form - this email address should be one to one with the type of ticket you are submmitting - Make as many as there are incidents you want to capture - Make sure you select "PARSE" on the Email Action (on the Advanced Configuration tab) 2. Create a Filter which fires on Submit on the "AR System Email Messages" form - The Run if will be Mailbox Name = "--------" (email address in step 1) - Action will be Push Fields, Create a New Request (1=1) to the "HPD:HelpDesk" form (this is Incident) - Include all unique fields that you want to be pushed to Incident - Subject should equal Summary - Body should equal Notes or Description (depending upon your version) - Customer should be the From: email address (you can use the system to look up person info off eamil address if you wish) - Default everything else (get all of the Required fields) - If you have automatic assignment setup, then it will assign the ticket based upon the Summary, CTI combination. (CTI is now called Operational Categorization and the fields are Tier 1+, Tier 2 and Tier 3). - The Filter will submit the ticket similar to how the Requester Console submits a ticket. 3. The original email message will only be there on the submit, but the Filter will take the data and create a rough incident. You may need to have constant monitoring because many fields will be defaulted. Most of the time a rough incident is all you need. I've always said that if you have a capability to email (Sendmail, Outlook, etc.) you can create a rough BMC-Remedy ARS ticket. Gordon M. Frank DISA\Version FNS -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 9:17 AM To: [email protected] Subject: Question: ITSM 7.0 - Incident - Email Inbound ** 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___ Classification: UNCLASSIFIED Caveats: NONE ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __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"
