Hi, you may want to take a look at Yurbi Connect. It can take both text and html based emails and parse out the contents and then allow you to create a GUI based workflow on how you want them created in Remedy (also support other Service Desks).
Some on the list saw our BI product for Remedy last year at the WWRUG 2010 event, since then we've released Yurbi Connect as a new option. http://www.yurbi.com/blog/features-updates/announcing-a-better-way-to-handle-support-emails you can see a video here - http://yurbi.tv/index.php?p=110 (skip ahead to the 11:00 minute mark if you just want to see the software portion of the demo) thanks <http://www.yurbi.com/blog/features-updates/announcing-a-better-way-to-handle-support-emails> On Wed, Mar 23, 2011 at 3:03 PM, remedy lee <[email protected]> wrote: > Ok I looked through the remedy guide and determined that Modifying an > Incident using an email template doesn't work unless Remedy itself > sends a reply back to an email submit. > > So there's no way for me to use the modify template for a support > staff to close a ticket via email. > Using the email engine modify instruction that is. > > So is a possible solution to create a staging form that accepts an > email submit and it matches up the INC# and modifies it accordingly? > > Or is there a better way? > > Thanks > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > 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"
