That would work too but there are some things to consider. Equal is always better than LIKE. Using the wildcards on each end negates indexing and causes a full table scan. Not a big deal in performance by itself but that sort of thing adds up.
If the push does not work it will be more difficult to figure out why. If the Incident Number is parsed and retained in a field then you know what is being used during the search. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, May 25, 2011 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming Email Messages ** Also, if you don't need the staging form for other considerations, I think you could also push them directly to the Incident with something like $Subject$ LIKE (("%" + 'Incident Number') + "%") If no requests match: Take no action If any requests match: Modify First Matching Request And if you want to provide for the possibility there is no match & create a new incident, add an additional push fields after the first one: $Subject$ LIKE (("%" + 'Incident Number') + "%") If no requests match: Create a New Request If any requests match: Take no action Note I don't use ITSM, so this may not apply - David Durling University of Georgia ARS 7.5 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, May 25, 2011 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming Email Messages ** I am on ARS 6.3 but do something like that. First thing I do is push the email from the AR System Email Messages form to a staging form. The I have a filter in the staging form parse the incident number out of the subject line in to a field I call Related Incident Number. This works no matter where the Incident Number is in the subject line. SUBSTRC($Subject:$, STRSTRC($Subject:$, "INC0"), STRSTRC($Subject:$, "INC0") +10) Then I use another filter to find the matching Incident and push. $Related Incident Number$ = 'Incident Number' Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz Sent: Wednesday, May 25, 2011 11:51 AM To: arslist@ARSLIST.ORG Subject: Incoming Email Messages ** We are trying to push all incoming emails to their associated tickets on the Work Log table. Is there any better way to parse the ticket # out of the subject other than the old way of including words that you would like to ignore in your qualification? Does the id get parsed out of the box? I looked for workflow that does that and did not find any. ARS: 7.5.04 ITSM: 7.6.00 DB: Oracle 10g -- Mohamed Abdelaziz -- Mohamed Abdelaziz _attend WWRUG11 www.wwrug.com<http://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. _attend WWRUG11 www.wwrug.com<http://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"
