Stephen, Thanks for the info. So you have a server side code that is invoked with some parameters by URL embedded in the ARS email. That's the line I was thinking along at the end of last post.
I need to find out what kind of server side code can the web server handle here (Websphere) and the capabilities of BB. You might find it funny, but I don't even have access to a blackberry, not one from this site, not from anywhere, and don't even have somebody with one that I can test with (as of this moment), so I am just groping around in dark here. This is not the most disadvantaged point from which I have worked over the years. I need to start shouting here. Rabi, The way I did it here was to create a web app. This assumes that your BlackBerry can access a web app, which in turn can access your ARS system. When the email is created in Remedy workflow inserts a hidden URL into the top of the email. The URL is not visible in Outlook (our email client) but appears when viewing on a BlackBerry. The user clicks this link which starts the web app. The URL will include at least one parameter that links back to a ticket or record. Although not required, I use a GUID in the URL and each email recipient gets a different GUID (even if the email is being sent to a group). I have a form that keeps track of the GUIDs with the Request Ids and a expiration date. After a certain amount of time (1 week) the link is no longer valid. I use ASP.Net and the ARS .Net API to retrieve ticket details and display to the user. The user can then update the work log, reassign the ticket, and/or change the status. A button is available for them to Submit their changes to the ticket. When clicked the web app updates the ticket in Remedy. For just a Yes/No response you could have two buttons, labeled "Yes" and "No". If you want to ensure that only the recipient of the email can update the ticket you could add a password field to the web app, which the user would enter. The web app would validate the password before updating ARS. HTH Stephen Remedy Skilled Professional -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, January 04, 2008 11:40 AM To: [email protected] Subject: Submit Yes/No response to ARS from a blackberry? All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14624892.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
