I put together some forms and workflow that accomplishes this. In essence, it works like this:
· A few new forms were created to process incoming e-mails: o A form to store a copy of e-mails received by Remedy o A set of forms to store e-mail ticket creation configurations and associated e-mail addresses § An e-mail ticket creation configuration contains info such as · The e-mail address associated with that configuration · The type of ticket to create (in theory, it could create Problems, Changes, etc. - it's currently only completely implemented for Incidents) · Whether to look up the sender's profile in Remedy (they will become the customer on the ticket) · An Incident template to use when creating the ticket (for assignment, product and severity information, primarily) · Remedy is configured to listen to multiple mailboxes. · New incoming e-mails are copied from the Email Messages Inbox form to another staging form that processes the e-mails for ticket creation. · There is an escalation that runs periodically that processes the new e-mails. o For each new e-mail, it checks to see if the e-mail address that the e-mail was sent to matches an existing e-mail ticket creation configuration o If it matches, it processes the e-mail § It looks up the Remedy profile for the person the e-mail came from (for this to work, the e-mail address they send from needs to match the e-mail they have in Remedy) § If it can't find a matching Remedy profile, a default generic profile is used § Once the basic information has been looked up, it pushes the contents of the e-mail to the HPD:IncidentInterface_Create form, mapping the e-mail subject to the Summary field and the e-mail body to the detailed description field. It also includes the basic information required when submitting a ticket to the form such as first and last name, etc. It also include the template ID (a GUID, not the request ID) of the template to use I had to add a bit of workflow to the OOB workflow that processes incoming tickets in the incident interface form to handle a few specific scenarios and lookup some extra information (e.g., looking up the contact based on Person ID rather that first and last name), but it's actually not too complicated. It works quite well for the most part (so far, I have issues when non-English e-mails come in due to limitations in Remedy's design around Unicode), but that can be worked around. While not perfect, it works quite well for us and has been getting more and more use. The way it's set up, it can listen to multiple e-mail addresses and will create and route the ticket appropriately according to the configuration settings for that e-mail address. That allows us to have an e-mail address that creates generic tickets for the service desk as well as having other e-mails addresses for specific purposes that route tickets to specific support groups with the correct product, severity, etc., for that type of ticket. Lyle From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 11:21 AM To: [email protected] Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** But they aren't coming into the Remedy mailbox. They are coming into the HelpDesk mailbox. What we need is something that will read the HelpDesk mailbox, parse it all out, and email a template to the Remedy mailbox. Dwayne From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 1:12 PM To: [email protected] Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Yeah, just dummy up the required field info that the email won't contain, use a Push Fields Filter to map the Description field to the Subject, and the body of the email to the Notes field, use the email address to get the user info, and you're good to go. Rick On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne <[email protected]<mailto:[email protected]>> wrote: ** Thanks Rick! Yes we've worked with having customers fill out a web-page template, but right now they are just sending emails like "My computer don't work right ever since I dropped it down the stairs." Any way of pulling that into a Remedy form? Dwayne From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 12:56 PM To: [email protected]<mailto:[email protected]> Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create a default set of Categorizations to dump those in so that the staff knows they need to be triaged, but that's about it. Rick On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne <[email protected]<mailto:[email protected]>> wrote: ** Dear List, We are a university HelpDesk to which people submit problems via emails. Our staff has to copy and paste this info into a Remedy HelpDesk form. It would be nice if some product could automatically read the email and create a Remedy form entry in which the email subject became the call summary, the customer email is collected and store, and the email body becomes the "Problem." There are probably lots of products out there. Any that are especially good? Dwayne Martin James Madison University _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. 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