All: We've had multiple customers wanting this same customization over past few years, including the "needs attention" flag. I'd recommend against delaying bug fixes to add these features :), but they should be high on the to-be-added list. A form with records containing "stop words" would be nice also, so that out-of-office replies aren't processed. And, if an end user sends an email to a closed ticket, then a canned reply should be sent back to the sender. Both these features should be enable-able or disable-able.
My $0.02, --Phil From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Andrew C Goodall Sent: Thursday, April 21, 2011 21:11 To: [email protected] Subject: Re: notification on work info update ** Not only would that be great as OOTB but I think the incident needs to be flagged in some way as "Needing Action" as a result of an incoming work info update. I think this is needed as well for those "Heads down" service desk support groups where you don't necessarily use email notifications. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com <http://www.jcp.com/> ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Doug Blair Sent: Thursday, April 21, 2011 6:03 PM To: [email protected] Subject: Re: notification on work info update JD I'll second that. I've done this at 3 other places so far. It is trickier than you might think, though. As I real we had to create the work info and then go back and read the attachments from the Email attachments form. Doug -- Doug Blair +1 224-558-5462 Sent from my iPad2 Any typographic errors or misspellings are Steve Jobs' fault :-) On Apr 21, 2011, at 12:38 PM, JD Hood <[email protected]<mailto:[email protected]>> wrote: ** It seems like there used to be one that notified you when a customer updated the ticket, but my memory wants to date that as pre v7.x. What needs to be out-of-the-box, configurable with an on/off toggle, defaulted to "off": 1. Process inbound email, match it up with an existing ticket (<= Resolved), and create a worklog entry (for Incident or Change) IF the "from" address matches a CTM:People email address. 2. Notify the assignee or group that anyone other than the assignee added a work-info, regardless of how the update came in (email, SR, another staffer on the ticket). I know it's easy enough to do either. They seem like obvious functionality that screams to be done, to where I wonder why BMC hasn't done this yet *AND* it would keep me from modifying BMC forms, adding mods that each client will have to be mindful of with each patch or upgrade. So... Please? Thanks, JDHood On Thu, Apr 21, 2011 at 12:48 PM, Guillaume Rheault <[email protected]<mailto:[email protected]>> wrote: There is no such thing... Guillaume ________________________________________ From: Action Request System discussion list(ARSList) [ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _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"
