There may be a couple of reasons for this. At least under version 6.3 there is the Email Messages form but then there are three forms, association, attachment, attachment join, to handle the attachments. I have mail pushed to a custom form and then gather the attachments into the attachment pool, link the custom email record to the appropriate ticket, and post the message of the email to the ticket work log. Sounds a little crazy but it works quite well. Users can also use the custom form to send emails, which again get posted to the ticket work log. The Email Messages form is not really user friendly.
System Email records and attachments I only retain for three days and then delete. So I believe it takes the workload off the systems form. Hope this helps Mark ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Duncan McFarlane Sent: Thursday, October 08, 2009 9:54 PM To: [email protected] Subject: Email Forms? Does anyone know why a consultant would create customized email forms for processing incoming emails? I don't have a lot of experience with the email system and find it a bit confusing. At first I thought maybe it was a requirement however the more I read the less it seems to be what is needed. Thanks for any help anyone could be. ITSM 7.0.2 Patch 005 AR Server 7.1.0 001 _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
