I thought I'd wait for any others to chime in on this since I'm fairly new to the list. Since no one has, I'll jump in. We're on 7.5 and heavily use the email engine for processing email in a LOT of ways such as auto routing incidents to select support groups based on from/to/subject/body etc. and appropriately categorize the tickets. The messages may come from end users, monitoring systems, hardware devices, or other much like the "things" you mention.
It would be quite sad for us if this functionality went away. From what I see, the documentation doesn't look like it really changed much for the new version but I honestly haven't looked closely. The document structure still looks the same. We've only been on 7.5 (and Remedy) for a bit over a year so I can't speak to previous versions. We use the HPD:IncidentInterface_Create form for ticket creation. The question I currently have about email templates is related to attachments. The email template for HPD:IncidentInterface_Create has a reference to "Attachment 1" with a field ID of 1000005791. When Remedy receives email with multiple attachments, they're visible in the incoming email. What I need to know is what field ID's/names can I use for subsequent attachments? At this point it seems the out of the box functionality/form is limited to a single attachment value. When it processes the incoming template with multiple attachments, only the first is assigned to the Incident since only one (Attachment 1) was defined. Is this possible out of the box? I'm not going to be modifying any forms etc. for this functionality. Thanks in advance. Ron. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanford, Claire Sent: Tuesday, October 25, 2011 1:02 PM To: [email protected] Subject: ITSM - 7.6.04 - Email Templates I have a team here that likes to create their own "things" and then have them send an email to Remedy to create a ticket. In the 6.3 world it was easy. Just send an email to the HPD:HelpDesk or CHG:Change form and it will create the ticket using an email template. Can I do the same thing in the 7.6.04 world or do I have to send it to one of the "create" forms... for example: WOI:WorkOrderInterface_Create Thank you all for your answers! I am swimming upstream on this! Thank goodness for the life vest that is the ARSList. Claire _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
