Jase, Have you considered using the Vendor Ticket Number on the Vendor tab to map their incident number to yours?
Thad On Wed, Jun 30, 2010 at 3:45 PM, Jase Brandon <[email protected]> wrote: > ** 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) < > [email protected]> 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: >> [email protected]] *On Behalf Of *Jase Brandon >> *Sent:* Wednesday, June 30, 2010 3:27 PM >> *To:* [email protected] >> *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 <[email protected]> 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 <[email protected]> >> 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 < >> [email protected]> 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: >> [email protected]] *On Behalf Of *Jase Brandon >> *Sent:* Wednesday, June 30, 2010 12:58 PM >> *To:* [email protected] >> *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"_ >> > > _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"
