Take a look at this series of articles: http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-2/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-3/ http://williamrentfrow.com/part-4-creating-incident-remedy-email-engine/ http://williamrentfrow.com/part-5-updating-incidents-incoming-email-remedy-email-engine/
Once you have the staging form and basic workflow in place, you can add all sorts of intelligence to it to route, close, re-open, change status, get attachments, etc... Hope this helps! -Robert Fults Remedy Admin/Dev. Florida International University Email: [email protected] http://uts.fiu.edu -----Original Message----- From: remedy lee [mailto:[email protected]] Sent: Wednesday, March 23, 2011 3:03 PM 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
