Thank you for your replies, Mahesh, unfortunately we do not have ITSM environment and these e-mails will not have SR IDs, these are ordinary e-mails which will be submitted by non Remedy users.
Thanks! Manjari R. Shrestha Junior Programmer Analyst SAIC 12530 Parklawn Drive, Suite 350 Rockville, MD 20852 Office: (301) 998-7364 [EMAIL PROTECTED] ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra Sent: Wednesday, October 29, 2008 11:09 PM To: [email protected] Subject: Re: Creating an Automated Email System ** My 2 cents to update an existing ticket from incoming emails. 1. Create a Staging Form that will have all the Incoming Emails. This staging form will have fields - Subject, Message, Incident ID, Task ID, and Service Request ID etc.... 2. Create Filter(s) that fires on submit with a Run If qualification(s) of "INC0%" or "REQ0%" or "WO0%" or "TAS0%" or "CRQ%" parse the respective number (using functions STRSTR, LTRIM, SUBSTR) and set it into the corresponding field. 3. Then, push it to the corresponding work log. This assumes that * The Subject Line of the email will contain Incident/Request/Work Order/Task ID. * It is an ITSM 7 environment. Thanks Mahesh On Wed, Oct 29, 2008 at 7:05 AM, Shrestha, Manjari R. <[EMAIL PROTECTED]> wrote: ** Hello List, I need some inputs on creating an Automated E-mail application where a Customer sends an ordinary e-mail to an inbox which will be submitted to the ARS Inbox. I am planning to have all the e-mails from this inbox get submitted to a holding form where I can have choice of creating a new ticket, add to existing ticket or deleting the e-mail. I am planning on having a filter fire when a new E-mail arrives so it gets submitted to the Email Holding form where agents can take further actions on the email. Any input will be much appreciated. Thanks! Manjari R. Shrestha Junior Programmer Analyst SAIC 12530 Parklawn Drive, Suite 350 Rockville, MD 20852 Office: (301) 998-7364 [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> __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"
