Thanks for the responses!
On Mar 24, 8:47 am, Robert Fults <[email protected]> wrote: > Take a look at this series of > articles:http://williamrentfrow.com/automating-service-bmc-remedy-email-engine...http://williamrentfrow.com/automating-service-bmc-remedy-email-engine...http://williamrentfrow.com/automating-service-bmc-remedy-email-engine...http://williamrentfrow.com/part-4-creating-incident-remedy-email-engine/http://williamrentfrow.com/part-5-updating-incidents-incoming-email-r... > > 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 atwww.arslist.orgattend > wwrug11www.wwrug.comARSList: "Where the Answers Are" > > ___________________________________________________________________________ > ____ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > attend wwrug11www.wwrug.comARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
