When something is designed right - it tends to last the test of time… Even without upgrades.
Good job!!! -John On Tue, Nov 20, 2012 at 11:04 AM, Tanner, Doug <doug.tan...@compass-usa.com>wrote: > Long Live RemMail > Doug (UWIP) > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of strauss > Sent: Monday, November 19, 2012 3:20 PM > To: arslist@ARSLIST.ORG > Subject: Re: Incoming mail on ITSM > > Nothing is there in 7.6.04 unless you build it; what I built from old > RemMail forms/filters for 7.0 is still working in 7.6.04 - strictly to add > a Worklog entry to an existing Incident. > > ITSM 8.0 finally adds incident creation from incoming (although not as > foolproof as Remedyforce or competitors), and updates the Worklog from > replies for Incident, Known Error, Problem, Request, Task, and Work Order. > See 'Application Administration Console - Foundation - Email Engine Rules > - Configure Rules.' > > The huge shortcoming in 8.0 is that it does not create an Incident for > incoming mail from an email address that is NOT the Email Address for > someone already present in the CTM:People table - and you are still limited > to ONE email address for each people record, as near as I can tell. Worse, > if it does not find a matching email it does not create anything at all - > just returns an error to the sender. At least Remedyforce and ServiceNow > will go ahead and create the Incident using a generic Site Guest User or > Guest account, respectively - allowing the helpdesk to receive the new > incident and set the correct customer or create a new one. OOTB, ITSM 8.0 > just slaps them with the following, lovely error message: > > Your email with a Subject of: [ Test Email Injection with random text ] > was rejected: [ ] > > ...and leaves them feeling unfulfilled and unwanted. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center http://itsm.unt.edu/ > > From: <Brittain>, Mark <mbritt...@navisite.com<mailto: > mbritt...@navisite.com>> > Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" < > arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> > Date: Monday, November 19, 2012 12:50 PM > To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" <arslist@ARSLIST.ORG > <mailto:arslist@ARSLIST.ORG>> > Subject: Incoming mail on ITSM > > ** > Hi All, > > In ITSM 7.6.04, in the Incident I can select Functions > Email System and > send out a free test email. After send a record of the email is displayed > in Work Info. If I send an email to the AR Server, it ends up in the AR > System Email Messages and stops there. Out of the box can it be pushed to > the Work Info of the referenced incident? Incident would be in the subject > line. > > In 6.3 I had to build this email functionality to email from the incident > and receive replies back to the incident. The push was easly enough but > including the attachments was pretty complex. Pleasantly surprised to see > that out going is built into the OOB ITSM and was hoping the incoming had > also been done. If it is there, how do I turn it on. If it is not there has > anyone done this with ITSM and if so how. Any white papers out there for > this? > > Thanks > Mark > > Mark Brittain > Remedy Developer > ITILv3 Foundation > NaviSite - A Time Warner Cable Company > mbritt...@navisite.com<mailto:mbritt...@navisite.com> > Office: 315-453-2912 x5335 > Mobile: 315-882.5360 > > > ________________________________ > 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 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" > > > > > This email is subject to certain disclaimers, which may be reviewed via > the following link. http://compass-usa.com/Pages/Disclaimer.aspx > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > -- *John Sundberg* Kinetic Data, Inc. "Your Business. Your Process." *Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEG<http://www.kineticdata.com/Events/KEG.html> 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
