It's pretty simple doing exactly what you propose. I built and tested basically that over a weekend, using an Escalation that pushes all incoming emails (with some basic validation) to an email processing form. From there I check for a valid People record tied to the email address in the From: field. I also reference back to the AR System Email Messages form and related forms to pull in any attachments that may exist. Beyond that, it's basically look for a few criteria to do specific things, such as looking for "%INC0%" in the subject line to update the Work Info of an existing Incident versus creating a new one.
A colleague took it a few steps further, where we now have different email addresses that are tied to different Incident Templates via the To: or CC: fields. We basically create distribution lists that only contain the AR Email user, and route Incidents differently based on who it was sent to. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Douglas Hynson Sent: Monday, July 22, 2013 1:37 PM To: arslist@ARSLIST.ORG Subject: Re: How to generate work infos and associate to incidents from incoming emails ** It can be pretty complicated. You will need to have workflow that watches the AR System Email messages form, and when an email comes in, you can, in the simplest case, use the HPD:IncidentInterface_Create form to push a new incident into Help Desk. YOu could then attach the email as a work info item, using the HPD:IncidentInterface and the Incident created previously. To get fancier, you could grab the user information from the from field, and use that to set the requester information on the incident during the initial create. It's not hard, but it's not "enable this active link" either. On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield <jim.hetfi...@gmail.com<mailto:jim.hetfi...@gmail.com>> wrote: Anyone know how BMC's support website takes incoming emails and associates them to incidents? I'm looking into how to do that, creating work info entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this time. TIA Jim _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "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"
