Back when we had Rem-Mail running (5.x - which was actually designed to do everything you want to do - and reliably - something the AREmail engine stopped doing after it was re-written in java), the Help Desk here had the same issue that you have. We set up a template in Rem-Mail with associated filters that acted on a message _forwarded_ from the Help Desk mail account, and created a ticket that was hard-coded to assign to them and parsed the way they wanted it to be. It differed from the normal processing of inbound mail by the standard Rem-Mail templates...some of which were fed from ARSPerl forms at that time (Help Desk 4.0 and 5.5).
You may want to do the same thing if you set up custom forms/filters to process incoming mail - one path for new submissions, one for replies, and one specifically for Helpdesk forwarded mail. The only thing that I currently process here is replies, which create a Worklog entry for the ticket listed in the originating notification. Some of this can be influenced by your business practices. Our helpdesk "help" pages, which are now mostly KB articles in Remedy Knowledge Management, no longer include the helpdesk email address; they include the link to the Kinetic Request Service Catalog instead. Most of the helpdesk email traffic now takes the form of follow-up actions to existing, customer-entered incidents. Most of the copying and pasting that the helpdesk has to do is from those email conversations into the worklog, which the customers can also update themselves via Kinetic Request. Implementing web-based customer self-service will eliminate a lot of the email traffic that reports new issues. Our Service Catalog login page includes a service item for customers who are unable to log in (via AREA LDAP) or don't have an account yet, so even those who are unable to log in to Kinetic Request still start by creating a new incident for the helpdesk, not by sending an email. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 1:28 PM To: [email protected] Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the "AR System Email Messages" entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
