Julie, That's a fine thought, but this is an update to the notes (Detailed Description) field on the hpd:worklog. I don't want to create a separate field that users needs to check. Even if I hide/unhide fields through workflow its a bit messy not to mention I have many reports that display the contains of the worklog that would be broken by such a change. So good idea, but I don't think its going to work in this instance.
Ben Cantatore Remedy Administrator Avon (914) 935-2946 Julie Rockwood <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> 02/21/2008 01:29 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Parsing HTML Inbound Emails ** Ben, The Remedy way would be to put it in a view field. Julie At 11:17 AM 2/21/2008, you wrote: ** Neel, I was trying to figure this out using Remedy, but I think that your suggestion is really the best way to go with this. Thanks for the advice. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Neel Guatam <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> 02/21/2008 12:52 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Parsing HTML Inbound Emails ** Ben, Always convert HTML à Plain Text on Submit and then you won?t have to worry about parsing HTML. There are many HTML à Plain Text 3rd party tools out there that you can use. Using API calls, you can feed the HTML to these tools using Run Process action and save the result back to Plain Text field for the same record using EmailID/Unique ID. Hope this helps, Neel Gautam Accenture - Chicago Delivery Centre Core Values: Stewardship · Best People · Client Value Creation · One Global Network · Respect for the Individual · Integrity From: Action Request System discussion list(ARSList) [ mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Thursday, February 21, 2008 11:29 AM To: arslist@ARSLIST.ORG Subject: Parsing HTML Inbound Emails ** Hi all, I have ITSM 7.0.2 patch 3 running on ARServer 7.0.01 patch 3 on a Linux/Oracle environment. I've written custom code to take inbound emails and based on the subject line push them to the worklog of whatever ticket needs to be updated. This all works fine and has been in production since we went live. Up until now the majority of updates has come from our Lotus Notes clients. We added a new group of users that are using Inotes that causes the email to come in HTML format. I can easily amend my code to push over the HTML field rather than the plain text bases on whichever is not null, the problem is that the HTML pushes over like this: <FONT face="Default Sans Serif,Verdana,Arial,Helvetica,sans-serif" size=2><DIV><BR><DIV>test again<BR><DIV><BR></DIV><FONT color=#990099>-----Remedy <[EMAIL PROTECTED]> wrote: -----<BR><BR></FONT><blockquote style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px">To: [EMAIL PROTECTED]<BR>From: Remedy <[EMAIL PROTECTED]><BR>Date: 02/21/2008 03:03PM<BR>Subject: INC000000152336<BR><BR><FONT face="Default Monospace,Courier New,Courier,monospace" size=2>Test email<BR><BR>Email Attachment : <BR><BR></FONT></blockquote><br></DIV></DIV></FONT> Anyone have any suggestions of how to best parse out just the text? TIA Ben Cantatore Remedy Administrator Avon (914) 935-2946 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ------------------------------------------------------- Julie Rockwood Los Alamos National Laboratory IST-APPS3 (505) 667-9846 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
