Hi Debra, Thanks for the idea. The problem is the sequential numbering is always going to find an older INC on our side.
I have had a couple of ideas since writing my original post. Archiving may handle this - if the old INC on our side doesn't exist on HPD:HelpDesk then that may solve the issue. Has anyone ever considered changing the naming Convention of an INC? i.e. - from INC0000000 to something else like QTS00000000? The very thought of doing this makes me shiver; considering all the places I am sure INC # is integrated. Just a thought.. :-) Thanks, Jase On Wed, Jun 30, 2010 at 6:31 PM, Anderson Debra (PRN) < debra_ander...@prn.com> wrote: > ** > > Hi Jase, > > > > Is there a way you can tell if your record is for Company B then you can > say if the INC# provided is matched with a Company B record process that > update otherwise report it as an error? > > > > Debra > > > > -- -- -- -- -- -- -- -- -- -- > > Debra Anderson > 415 808 9118 direct | > 600 Harrison St., 4th Floor, San Francisco CA 94107 > > Tomorrow's Network for Today's Shopper > > *http://www.prn.com > * > P *Think Green-* please do not print this email unless necessary > > This e-mail (including any attachments) is meant for only the intended > recipient of the transmission, and may include confidential information. If > you are not the intended recipient or you received this e-mail in error, any > review, use, dissemination, distribution, or copying of this e-mail is > strictly prohibited. If you have received this message in error, please > notify the sender immediately by telephone at (415) 808-3500 or by return > e-mail and delete this e-mail, along with any attachments and copies, from > your system. Thank you. > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Jase Brandon > *Sent:* Wednesday, June 30, 2010 3:27 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Email messages with Incident Numbers being sent to Remedy > from another Remedy system > > > > ** 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"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _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"
