We are using email templates in 7.5 & they work fairly well. Our emails come from other systems so they are standardized - a big plus.
Assuming 7.6 is like 7.5, here's an example: In Developer Studio, r-click on HPD:Help Desk (or HPD:IncidentInterface_Create) & select Export Email Template. Open up the resulting file, take a look at it & do a save as with a different name. Now figure out what information will be supplied by the template (the constants) & what information will come from the email (the variables). Between the template & email you have to supply same required information you would as if you were entering an incident. Once you have your template, Open ARSystem Email Templates. Give it a name, attach the template & save. Open AR System Email User Instruction Templates. Select the template you just added from the menu & enter a word in the Instruction field, say "Provisioning" Compose your email. It could be as simple as this: ACTION: Provisioning Description !1000000000!: Provision me this Details !1000000151!: Provision me some provisions Send the email to Remedy. When it hits the email engine, Remedy will match "ACTION: Provisioning" with the User Instruction Template & submit the ticket accordingly. If you've forgotten anything or entered an invalid value, an error will appear in the email message after a minute or so (you have to click Advanced). It's trial & error. Start simple & good luck. Rebecca On Tue, Oct 15, 2013 at 2:28 PM, Kathy Morris <kathymorris...@aol.com>wrote: > ** > > ****** > > We are on 7.6.4 AR System/ITSM – is this done through email templates with > 7.6.4? I did not see this on the communities – I saw lots of email > questions, but not the code specific to building this workflow. If anyone > can shed some light on how this can be done, it would be greatly > appreciated.**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Rjustice > *Sent:* Tuesday, October 15, 2013 2:03 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Email Workflow Generate HPD Ticket**** > > ** ** > > ** **** > > There is a rules based email engine the was released with ARS/ITSM 8 that > allows this to be done. The original code may be on communities.**** > > ** ** > > *Sent from my Verizon Wireless 4G LTE DROID***** > > > > Kathy Morris <kathymorris...@aol.com> 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_ **** > _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Rebecca Boyd Application Administrator Wake Forest University _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
