I just wanted to add something to the previous suggestion.
4. Create a control form to hold configuration data on how to process incoming mail. The benefit is that items such as group assignment, categories, and priority can be updated through data changes rather than updating workflow itself. The control form allows you to not have to worry about development, testing, approvals, and all the other rigors required when following a normal Release cycle for Form and Workflow changes. A developer at a previous company I worked at did something like this for multiple incoming email accounts. The system was setup for a variety of support groups so they (or automated systems) could open tickets by email. Workflow was also configured to recognize forwarded messages, and setup the ticket's requester as the original sender rather than the individual forwarding the message. This proved very handy for the emails we would get from users who email the developers directly about their problems rather than calling the Help Desk. Hope this helps, James Van Sickle Remedy Developer Office: 972-409-4902 Mobile: 214-399-1254 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra Sent: Wednesday, October 29, 2008 10:09 PM To: [email protected] Subject: Re: [ARSLIST] 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___ _____________________________________________________________________________________ The sender of this e-mail is a contractor to Commercial Metals Company or subsidiaries (collectively "CMC"). The sender is not an employee of CMC and has no authority, express or implied, to bind CMC to any transaction or contract. CMC allows contractors to utilize this email address extension only in the course of providing services specifically covered by the terms of their engagement. No other use is authorized. CMC expressly disclaims liability for any unauthorized use. _____________________________________________________________________________________ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
