Hello, Yes it can be,,, what I did is basically what Rick suggested below.
I have a staging form that gets the record from the AR System Email Messages form, and then pushes it to the HPD:IncidentInterfaceCreate form to do all the behind the scenes Remedy wf that then creates the Incident. If we just need to update a ticket,,, it modifies the WorkInfo entry for the record.. it first pushes to my staging form, then does some data manipulation to extract the IM number from the subject line, then pushes directly to the HPD:Worklog form and creates an entry. However I'm still having issues with attachments... :( - Mary Dollus ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, April 16, 2008 10:32 AM To: [email protected] Subject: Re: Email ticket without using Template ** It most certainly can be done. I would recommend pushing the email into a temporary holding form, building workflow to get the user name and other useful information from the sender, and then pushing from there into the HelpDesk form. What templates give you is a pre-designed way of doing it - it's not the only way, and IMO, not the best way. Rick On Wed, Apr 16, 2008 at 8:07 AM, lakhes <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** Hi Listeners, I want to know if I want to send an email from Outlook with the ticket number in the subject line, it should update the ticket in Helpdesk and have activity logged in Helpdesk and I do not want to use a template to do this. Can this be done? I know it is available in CS module but Helpdesk doesn't have that feature. Has anyone done something like this without using template ? Let me know thanks __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com> ARSlist: "Where the Answers Are" html___ __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"
