Thanks JT! I'm mostly doing that, but maybe I'm using the wrong ID...
However I just found out too that there is a defect for workInfo pushing to the IM form from the IndicentInterfaceCreate form,,, it's SW00263546. I haven't read it yet, but it's supposed to be fixed in patch 008. But even still... I'm pushing from the AR System Email Messages form to my own staging form, to which I added an attachment pool... I'll try again making sure I have the corre3ct fields mapped... it all works but the attachment piece. Thanks again!!! I'll let ya know how it goes... - Mary ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 16, 2008 11:25 AM To: [email protected] Subject: Re: Email ticket without using Template You can treat an attachment field like any other field in workflow and use push fields actions to move them around. Try pushing the following information through HPD:IncidentInterface_Create, modifying the existing entry that created the incident in the first place: z1D_Activity_Type = Customer Communication z1D_Action="CREATE" z2AF_Act_Attachment_1= <the attachment you want to attach. This will most likely be from the Email Attachments form but you could, and probably should, add a single attachment pool to the staging form and workflow that copies the attachment from the Email attachments form to the staging form. You will need to use a table loop for multiple attachments. Remember to use the attachment field ID and not the attachment pool ID> Created_From_Flag=Incident Incident_Entry_Id="1" z1D_WorklogDetails=<whatever you want to push> What the above will do is add the attachment as a worklog entry to the newly created ticket. On updates you can still push directly to the HPD:WorkLog form just add: z2AF Work Log01=<the attachments you want to attach> Let me know if that helps or not. --- J.T. Shyman ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, April 16, 2008 11:48 AM To: [email protected] Subject: Re: Email ticket without using Template 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___ __Platinum Sponsor: 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"
