Piyush, I actually discovered why I got two different $USER$ records. I had the same email address associated to both records.
I'm still having some difficulty following the Email Engine documentation. The demonstrate a situation where the outgoing email has a template with HTML coded items like radio buttons and text fields. When I try to add then to my template they don't show up in the email message as editable items the just become text. I would like to send a radio button tagged object in the email. Let the customer do a reply and check the radio button before they send the message. The trouble is we have no control over how the customers have their email reader set. They could use plain text for all we know. I'm afraid I'm going to need to put some "Cut 'n Paste" instructions into the outgoing email. So when they reply the add the correct "Action: Accept" string Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Patil, Piyush Sent: Monday, March 07, 2011 4:31 AM To: [email protected] Subject: EXTERNAL: Re: Incoming email with User Instructions. ** Hi John, As of now there is no keyword to get 'From' email address of incoming email. It looks like potential candidate for RFE. You mentioned "I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address." I am guessing, in one of the attempt login name is present in the body of incoming email. If EE gets the login name in the body of the incoming email and 'Use Supplied User Information' is enabled then it will use login name from the body of message and will not use 'From' email address to get the associated user name in ARS. Hope this will help. Thanks, Piyush Patil DISCLAIMER: The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Reiser, John J Sent: Friday, March 04, 2011 10:49 PM To: [email protected] Subject: Incoming email with User Instructions. ** Hello Listers, ARS 7.6.03 Build 001 201008170035 I am attempting to build a User Instruction and Email Template to allow our customers to reply to an email with an attachment. Their reply will be an acknowledgement of accepting the attachment. I just want the reply to create a record on a form that records the Date, and their email address. This will be used to display in a table field of another form. As they accept the attachments over time we will see more entries in the table field. This will be our way of verifying that we sent them the Instructions, Briefing, documents etc. and that they acknowledged receipt of same. I want to get their email address into the form in a field. I was going to use the value loaded into the Submitter field but that came out different for two attempts from the same email address. One was my account name and the other was the "Admin" account that we keep in the system ( we replaced Demo ). Is there a keyword for the From email address? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
