What is the expected volume of emails? This would really determine the
strategy (if I were doing it)
If you are talking 10/day -- one strategy
If you are talking 1000/day -- a different strategy (assuming you are
looking to optimize the process to reduce handling costs)
So - more specifically 10/day -- most any strategy can work -- cause
you are not talking a lot of human time. (It will probably take more
time to opitmize than you would ever save)
However - 1000/day -- I would look at possibly writing an external
program to watch the mailbox -- process it via some filters (Bayesian
filters specifically) then route to appropriate Remedy tables and
properly populate appropriate fields within those tables.
http://en.wikipedia.org/wiki/Bayesian_filtering
This can be pulled off fairly easily by using the programming language
Ruby and Klink :)
Klink is your friend, klink is free:
http://www.kineticdata.com/Products/KineticLink.html
-John
--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]
On Oct 30, 2008, at 7:08 AM, Shrestha, Manjari R. wrote:
**
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]
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