I am on ARS 6.3 but here is a simplified approach that might work for you. Email is sent to Remedy with INC#000012345 anywhere in the subject line. Have a filter on the AR System Email Messages form with a qualification 'Subject' LIKE " %INC#0000[0-9][0-9][0-9][0-9] [0-9]%" that forwards the email to your staging form.
Then use a set field filter SUBSTRC($Subject:$, STRSTRC($Subject:$, "INC#"), STRSTRC($Subject:$, "INC#") to parse out the INC# from the subject line into a separate field on the staging. The use a push field filter to find the related Incident with this INC# and push the email to the Work Log. In the first filter the "format" has to match exactly as I have shown above. Something like INC#12345 would not get forwarded. In the push to the target incident the number has to be an exact match. No wildcards here or you will have unintended results. Hope this helps Mark -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of remedy lee Sent: Wednesday, March 23, 2011 3:03 PM To: [email protected] Subject: Modify incident vai email 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" This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
