I set this functionality up at my last company. I know from previous discussions on this that other admins have their own take on how to implement. My method is this: Instruct users to not touch the subject line. My workflow hinges on having the full 15 characters. I then key off the 0 in the subject line. Its not full proof, but if user are not tampering with the subject line, then this works fine. Once I find the 0, I subtract 3 characters to get the start position. I then retrieve 15 characters from the start position and store that in a field. That should be your ticket number. Use a like statement with the prefix to determine which module's worklog you need to route to. Set up a push field action and push over what you want to that worklog. Create a filter for each of the modules that you'll do a push to. Obviously I glossed over a lot of details, but that's the general gist of how I did it. Hopefully that'll spark ideas on how to get it done for your company. I'll be happy to respond to specific questions.
>>> [EMAIL PROTECTED] 03/26/08 11:17 PM >>> After over 7 years of running Rem-Mail with my Help Desk 4.0 and 5.5 systems, it will be hard to convince my users that there is nothing in ITSM 7 to reply to. I have observed several lengthy "conversations" about handling incoming email over the last year +, but have had to ignore them while fighting other battles to get our system ready for production. Since several of you have addressed this problem already, what are your opinions on the best (and simplest) ways to turn a customer's reply to a notification into a work log entry (which is what we do now in Rem-Mail)? Or is there a better tactic? I am familiar with creating a work log entry for a specific Incident since we are already doing that from follow-up service items in Kinetic Request. Unlike the HPD:IncidentInterface_Create form (which works just fine for creating incidents), I have found that the HPD:IncidentInterface join form is virtually impossible to work with (and endangers existing data) so that I would much rather work directly in the HPD:WorkLog form. So, what has worked best for those of you who have already tackled this issue?? ARS and AREmail 7.1.00.002 ITSM 7.0.02/03.007 SLM 7.1.00 Win2K3 Ent x64 Exchange Server 2000 (yeah, really - I know I need to upgrade...) I don't have to worry too much about people replying to the SLM notifications, now that I know that the integration to Incident Management was improperly designed and fails to send any of them to assigned support groups; there damn near aren't any going out!! :( Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _______________________________________________________________________________ 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"
