Hi Kathy As Roger said, there is some functionality included with ITSM 8 that does this. So if you have a server with ITSM 8 installed you could do a few things:
1. Are you considering upgrading to ITSM 8 there are many major enhancements you would also gain as well as generating tickets based on email content. 2. If not, you could install ITSM 8 and take a look at the workflow, create a def of the needed components, import it to your environment and make the necessary tweaks to get it functional. 3. You could build something very simple yourself by doing roughly the following steps: Provision a new mailbox for a system user (could be named after how you brand ITSM in your organization.) (you could create multiple email boxes as well see why you may want to below..) Configure a new 'incoming' email box using the ARSystem Email Configuration (you can read the manual's for details on how to do this) - it will include details such as polling interval, mail server, credentials. It differs slightly based on platform, there is plenty of documentation to be found on this. At this point, sending an email to the new mailbox will create a record in the ARSystem Email Messages form. At this point it becomes a regular AR Development thing. You can put a filter that operates on submit against the ARSystem Email Messages form to copy the incoming email and it's attachments to a staging form. I recommend you do this since trying to create a ticket synchronously will affect the speed at which incoming mail arrives which can be a long term scalability problem as your incoming email volume increases. Also if there is some hard workflow error, the whole transaction rolls back making it hard to troubleshoot. Once you have the email in a staging form, you can put an escalation that runs with a one minute frequency against the form and does a setfield against a field you have reserved you can set it to "RUN" for example. Then you have a filter that runs on Modify with a qualification of 'TR.Special Field' = "RUN" At this point, the filter can take a few different approaches. Data driving what happens would be a good idea as opposed to building different filters for different rules such as the 'provisioning' one you mention. On an email you will have: 1. The mailbox name the email was sent to 2. The senders email address 3. Subject Line 4. Body 5. Attachment >From the use case you mention, you are looking for a keyword to indicate that the email contains provisioning, if so route to group x. I would assume that you can educate your users that if their Subject Line starts with Provisioning, and they send to this email box, it will create a ticket and assign it to provisioning. So you could build a form with these columns: 1.EmailBox 2. Subject Keyword 3. Assigned Group 4. Assigned Company 5. Assigned Organization Or if you wanted to be more flexible, you could say: 1.EmailBox 2. Subject Keyword 3. Incident Template ID (Referencing an Incident Template ID) - this allow you to even categorize the ticket, apply impact, urgency and priority by modifying the template associated. So you build a filter looking up the needed values, based on your incoming data. If you are on a case sensitive platform, converting all to lower case is a good idea. You will essentially be wildcarding if you use subject line, but if you set up different mailboxes for different routing requirements, it is easier to have exact matching if you can educate users to send to different email boxes based on what is needed. Hope this helps you figure out a way forward Randeep From: Kathy Morris <[email protected]> Reply-To: <[email protected]> Date: Tue, 15 Oct 2013 14:28:50 -0400 To: <[email protected]> Subject: Re: Email Workflow Generate HPD Ticket ** ** 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:[email protected]] On Behalf Of Rjustice Sent: Tuesday, October 15, 2013 2:03 PM To: [email protected] 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 <[email protected]> wrote: Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with ³Provisioning² 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_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
