We have an outside vendor that provides our PDA services and support. As part of our process we assign Change requests to the vendor to handle specific PDA upgrades or new deployments and they in turn create and manage the request in their own system outside Remedy. When they finish their request, at this point they have to not only close out their request but the Remedy change request as well. What was proposed was a way for their group to send an email to the Remedy server (to get picked up by the Email Engine) that will complete the request in Remedy with a set Status Reason of "Final Review Complete" and with Scheduled dates and Actual End Dates.
Is it possible for a Email template to get sent to the CHG:ChangeInterface_Create form (provided by ITSM Change Management 7.02 application) that if formatted and set appropriately will update a Change request and mark it Completed? Is email a viable option that will avoid any system customization? Looking at the code so far on that form it doesn't appear that it does and our front line support has not indicated if it can or not. If it doesn't, can an email template be directed against the CHG:Infrastructure Change form directly? Our front line support said it should not but I want to avoid having to create a custom form and workflow on top of ITSM to handle this for this one group's need. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
