This is what I do to update an existing Incident from incoming emails.
Assuming all Incoming emails will contain Incident ID in the Subject Line…… 1. Create a Staging Form that will have all incoming Emails. This staging form will have fields - Subject, Message, Incident ID etc…. 1. Create workflow objects (Filters) to parse the Incident ID from the Subject line (using functions STRSTR, LTRIM, SUBSTR). 1. Then, push it to the corresponding work log using the above Incident ID. Thanks Mahesh On Tue, Jun 16, 2009 at 4:49 PM, surya4u <[email protected]> wrote: > BMC.com--> Support page-->Issue management-->new issue... > > Does BMC uses web service, remedy email engine in issue management > functionality? whenever i submit issue,i will get a response stating that > new issue has created with issue number and details... > > does anyone know the implementation logic behind this? > > My guess is, > 1. they have remedy form with issue management fields, right click on form > and created the form as web service. > 2. BMC added this ARS published web service in the support page...which > will > have create,modify operations. > 3. when the new issue is created, escalation or filter will fire and send > the notification to the person who created the issue. > > Also, when i updating the issue via email, how does the update goes only to > the diary field in issue management form? > When replying to issue via email,if i attach a document,how does it gets > added to attachment field.... > > please help... i have to implement the same stuff in remedy 6.3... > -- > View this message in context: > http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:[email protected]<sponsor%[email protected]>ARSlist: > "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
