Hi Kevin, Yes... Company B is a customer and they also use Remedy. So they want to be able to send us email updates to valid INC's on our side. The problem is they have a INC on their side for the same issue they created with us. So their Subject line says "INC1234 - Update, etc". INC1234 on our side is a closed invalid INC totally unrelated to their company and their issue. My answer was "We HAVE to have the correct INC number for Remedy to correctly find and update the valid INC on our side.We don't care what THEIR INC number is. As long as they send us invalid INC numbers, Remedy can't read their minds." If Company B can't send us the correct INC #, then I am stuck. GIGO - right? :-)
Thanks, Jase On Wed, Jun 30, 2010 at 5:47 PM, Kevin Begosh <kbeg...@gmail.com> wrote: > ** so Company B has a valid integration with your system to send you > updates via INC # in the subject line? > > On Wed, Jun 30, 2010 at 5:27 PM, Jase Brandon <jasebran...@gmail.com>wrote: > >> ** Hi Christie, >> >> Yes - but the real issue is they are trying to update INC's on our side >> with valid numbers. >> My problem is that if they continue to send us their INC numbers, their >> valid INC on our side is never going to get the proper work info update or >> proper attention. >> >> Thanks, >> >> Jase >> >> On Wed, Jun 30, 2010 at 3:59 PM, Pargeter, Christie :CO IS < >> cparg...@lhs.org> wrote: >> >>> ** >>> If they always use the same from address couldn't you use that in your >>> filter to say don't process these? >>> >>> ------------------------------ >>> *From:* Action Request System discussion list(ARSList) [mailto: >>> arsl...@arslist.org] *On Behalf Of *Jase Brandon >>> *Sent:* Wednesday, June 30, 2010 12:58 PM >>> *To:* arslist@ARSLIST.ORG >>> *Subject:* Email messages with Incident Numbers being sent to Remedy >>> from another Remedy system >>> >>> ** Hello All, >>> >>> This is a weird one: I work for Company A, Company B also uses Remedy >>> and sends us an email with Company B's INC number in the Subj Line. >>> The Filter on AR System Email messages sees the INC number from Company B >>> and goes and updates the worklog for Company A's Remedy INC which is >>> incorrect. >>> My answer was - "Don't do that" and mgmt says that is an unacceptable >>> answer. :-) Remedy is working correctly, we are being sent bad data. Has >>> anyone else run across this situation in the past? >>> I am pulling my hair out on this one. >>> >>> Thanks, >>> >>> Jase >>> >>> _attend WWRUG10 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"_ >> > > > > -- > Kevin Begosh > > _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"
