You bring up an excellent point about not using Filters on AR System Email Messages. The escalation is exactly what I've done to get around those issues, because if the filters don't work, you don't even have a record in the AR System Email Messages form to verify that it came in at all. In my custom email processing, I have an escalation that creates a record in an intermediate form, which then pulls in all the other relevant information and sets fields such as the ones below, then pushes it to the Incident Interface forms or wherever is appropriate.
Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of William Rentfrow Sent: Wednesday, May 08, 2013 11:21 AM To: [email protected] Subject: Re: Email to ARS 7.6.04 ** Another thing to note with this - You might not want very much workflow to fire on the initial action that brings the email in. If there is an error in the submit process the entire thing will roll back and it's harder to troubleshoot. When I've set this up in the past I actually push the emails in with an escalation. Depending on how the emails are entered and what validation you are doing it makes troubleshooting easier. Still, there's easily a case for doing it either way depending on your environment and requirements. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Wednesday, May 08, 2013 9:13 AM To: [email protected]<mailto:[email protected]> Subject: Re: Email to ARS 7.6.04 ** You have to do a lookup on the AR System Email Association form, identify the email based on the Source ID2 field being equal to Unique Identifier field on AR System Email Messages. Based on that, you can obtain the Destination ID of the attachment, then in another piece of workflow go to AR System Email Attachments match based on the Attachment ID field, and pull in the attachment. I hope this gives you a good starting point. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brittain, Mark Sent: Wednesday, May 08, 2013 9:00 AM To: [email protected]<mailto:[email protected]> Subject: Email to ARS 7.6.04 ** Hi All, I have a requirement to give users the ability to send an email to ARS and create a Work Info Note in the Incident or Change. When the email is received in the AR System Email Messages form, based on the subject line, the email is pushed to a staging form. On the staging form I do some validation for things like out of office replies, verify the sender, etc. If all criteria are met, then I push to the Work Info. Attachments are the challenge. How do I get the attachments to the staging form? ARS 7.6.04 ITSM 7.6.04 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company [email protected]<mailto:[email protected]> Office: 315-453-2912 x5335 Mobile: 315-882.5360 [email-Logo-031813] ________________________________ 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. _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access hyperlink, please e-mail sender. ________________________________ No virus found in this message. Checked by AVG - www.avg.com<http://www.avg.com> Version: 2013.0.3272 / Virus Database: 3162/6305 - Release Date: 05/07/13 _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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