Brien, Even if you find a way to relate the outbound AR System Email Message records with your incident I think you still have a problem to solve with this part of your requirements: " ... what content was emailed regarding a ticket. ... "
The email Engine does not (very unfortunately) update the AR System Email Message form with the final form of the email that it sends to the user. It only keeps the data it used to construct the outbound email and does not "log" what it actually sends. I think your best bet you would have is to embed the ticket number in the subject and BCC (or CC) an inbound Mailbox so that the support process could get a copy of the actual email that is sent to the user. Once you cross the line of using an embedded key in the Subject line then your users (and support staff) can get use to that you can find/process inbound emails and relate them back to the incidents (tickets) as needed too. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On Fri, Sep 25, 2009 at 12:39 PM, Brien Dieterle <[email protected]> wrote: > Hi List, > > I'm trying to come up with a way for front line support to be able to figure > out exactly what has happened during a ticket's life (custom > form/workflows). I'm pretty sure we can't use any of the log files; we need > forms so it is easy to access. I think most of the data can be captured by > an Audit Form and then displayed in a table field on the ticket itself. > However, Email logs are troubling me. We want to know exactly when and to > whom, and what content was emailed regarding a ticket. Using AR System > Email Messages form (disabling auto-delete) seems to be the likely candidate > for this, however there doesn't seem to be any linkage between those records > and the original Form/Request ID. I suppose we could include the Instance > ID in the Subject or Body and then link via that, but that seems messy. > Does anyone else have any experience building some sort of log on-form for > users to see? I would rather not create extra set-fields actions for every > filter to append data to a log-field if I can avoid it-- it just seems like > a lot of extra maintenance. If I can just create a "Logging" page field (or > view) with a bunch of table fields to the Audit form and the Email Messages > form (anything else?) I think that would be pretty nice. > > Thanks for any help! > > Brien Dieterle _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
