The web service call is still in-process (The filter waits for the web service call to finish)
The Perl script was the only way I could figure to make it Out of Process without using the Escalator. If you didn't like Perl you could probably script it for a server side Macro or RIK Fred -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Wednesday, May 08, 2013 1:54 PM To: [email protected] Subject: Re: Email to ARS 7.6.04 Just thinking outside the box here, but if you wanted to keep it all in ARS, I wonder if there is a way to leverage web services to do this instead of the Perl script. I haven't tried it, but I imagine you could set up a web service on your staging Form, which is called by a Filter on AR System Email Messages via a Run Process. I may try this out when there is time to enhance the email integration further. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 08, 2013 1:28 PM To: [email protected] Subject: Re: Email to ARS 7.6.04 Instead of the escalation method I use a custom perl script that does nothing but change the status on a form. I call it as a RunProcess action in a filter on submit of a record in the staging form when the Status = New. This allows me to run workflow "Out of Process" and not tie up an escalation thread. I also don't have to wait on the escalator for my record to be processed. Fred -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of pritch Sent: Wednesday, May 08, 2013 1:18 PM To: [email protected] Subject: Re: Email to ARS 7.6.04 I also use the escalation method. I have a filter that identifies that the email should be processed and simply pushes the incoming email to a staging form with a status of 'New'. From there I have an escalation that runs every 2 minutes which simply moves the status of anything 'New' to 'Processing'. At the end of the workflow firing I am left with either a status of 'Rejected' or 'Complete'. If something is rejected it sends an email to the administrators and will appear in a console where they can review the data, make corrections and reprocess as needed. ----- Original Message ----- From: "Ray Palla" <[email protected]> To: [email protected] Sent: Wednesday, May 8, 2013 1:53:16 PM Subject: Re: Email to ARS 7.6.04 ** Mark; You can also run a filter on Submit/Merge from the AR System Email Messages form. The filter can be qualified on the ‘From’ or ‘Subject’ or others. This filter does a push to the staging form. Quick and simple. Another action in the filter could set the ‘Status’ or delete the original AR System Email Messages record. Just another option. Have fun! r -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Tanner, Doug Sent: Wednesday, May 08, 2013 12:40 PM To: [email protected] Subject: Re: Email to ARS 7.6.04 ** Excellent indeed, we process our email for the set of intermediate tables every 2-3 minutes via escalations. We are reading 67 different mailboxes and creating or updating records in a Dozen different Remedy Applications. In addition we have supporting forms that hold the “Rules/Variables” on how to process all AR Email Messages (In/Out) DRIVE IT WITH DATA!, what gets ignored, skipped, deleted, etc. Hit me off list if more information is wanted. Long Live Rem-Mail! Doug -----Original Message----- From: Action Request System discussion list(ARSList) [ mailto:[email protected] ] On Behalf Of Pierson, Shawn Sent: Wednesday, May 08, 2013 12:41 PM To: [email protected] Subject: Re: Email to ARS 7.6.04 ** 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 -----Original Message----- 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. -----Original Message----- 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] 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 -----Original Message----- 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] 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] Office: 315-453-2912 x5335 Mobile: 315-882.5360 email-Logo-031813 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
