I designed one that checked for an incident or change template name that matched the summary line. If there was a match, I pushed the information to the respective interface create form with the template instance ID. That allowed multiple ticket types to be emailed in to create new tickets and be automatically assigned to the group assigned to the template. Since most of the code is OOTB, it takes little time to build. Thank you Jason L Bess, MCSE/RSP/ITILv3 BMC Remedy ITSM Consultant Mobile 1-615-509-8493
On Tuesday, October 15, 2013 2:58 PM, Kathy Morris <[email protected]> wrote: ** Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with “Provisioning” then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week – or should we plan on more time for this type of integration? _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
