For your specific example, we have a customization that was built by a BMC contractor that adds worklog entries to Incidents and Changes when the specific INC/CRQ number is in the subject of the message. His name is Todd Lazar and is likely to be on this list. I have his contact info if not.
In general, I process a ton of email in very complex ways. I then use the email engine with the HPD:IncidentInterface_Create for ticket creations. For the mail processing I use Procmail on a Linux system which is designed specifically for mail processing. It then calls a number of scripts depending on what I want to do that generate the formatted email messages to create the tickets with the proper settings such as impact, urgency, support group, etc. We use this for ticket creation of many automated solutions. Roughly 25% of all our tickets are created in this way. The difficult part was getting the ticket creation script to initially work correctly since the documentation wasn’t quite so useful. Once that was done, creating rules and using the script was the simple part. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Monday, April 16, 2012 4:31 AM To: arslist@ARSLIST.ORG Subject: Re: Complex incomming email processing ** Yes, that was my idea. But not a display only form, but a regular one. To store a log of performed actions. Anyway, seems that I'm in the right direction. Thanks, Jose On Mon, Apr 16, 2012 at 13:26, Jlbess <jlb...@yahoo.com<mailto:jlb...@yahoo.com>> wrote: ** Jose, I typically create a display only form to handle inbound email. Keeping minimal customization on the OOB forms. Just a push field filter from AR System Email Messages. You can then use the custom form to pull data, parse, configure, and push anything where you need it to go without any OOB customization. Jason On Apr 16, 2012, at 7:07 AM, Jose Huerta <jose.hue...@sm2baleares.es<mailto:jose.hue...@sm2baleares.es>> wrote: ** Hi all, I want to receive email from users, perform complex evaluations on it, and act accordingly. For instance, If a pattern like INC____________ is found, then look for the incident, add the content of the email as a work info, where the sender must be the user corresponding to the sender address, and generate a response email. If not, send an error mail. Well, My idea is to config an email inbox without parsing and create filters on AR System Email Messages form. Don't know if it's the better approach. Comments or suggestions? Parsing engine at the email engine seems to be insufficient, because users can use a lot of formats. Thanks, Jose Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.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"
