UNCLASSIFIED ARS 6.03 Patch 21 Exchange email MS SQL 2000 MS Windows 2003 server Help Desk 5.5
Use the Subject line, "RE: Case HD0000000302642 has been closed", and have the email engine workflow process the reply from the ticket requester. We have the message write to the Work Log. The Work Log write triggers notifications to the ticket assignee and the "Last Modified by" user. Sandra Hennigan Remedy Administrator Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dudley, Joelie Sent: Tuesday, February 05, 2008 9:43 AM To: arslist@ARSLIST.ORG Subject: Incoming Mail to modify requests ARS 6.03 Patch 20 Exchange email MS SQL2000 MS Windows 2003 server ITSM 6.0 What they want is when a requester replies to a Help Desk ticket email, have it go back into remedy's ticket number and update the worklog of ticket. see attached on emails receiving from requesters. Plain text replies. Any ideas on how to go about this??? Is the modify action the best approach. I have read the manual about using security keys and formatting but they want the requester to be able to just type text and have it update. Any suggestions is greatly appreciated Joelie Dudley Application Developer 555 Walnut Street 7th Floor, Forum Place Harrisburg, PA 17110 Phone: (717) 772-8143 ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
