Hey Joelie, How have you been? I have been able to get this to work by creating a staging form that will stage the email content (mainly so you don't have to modify the email form). Create a filter that fires on Merge on the email form that pushes the data to the staging form. From there you can parse out the ticket # from the subject line and do a push fields action to the ticket comparing the ticket number on the ticket against the one that you parsed out from the email. This is generalized so if you need details, let me know and I can provide them. Thanks, Seth Wrye
________________________________ From: Action Request System discussion list(ARSList) on behalf of Dudley, Joelie Sent: Tue 2/5/2008 9:43 AM To: [email protected] 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"
