Hi, It would be easy to modify the ITSM Email Integration I offer to use a keyword instead of an email address - it has the facility to do templates for Incident creation. Let me know if you are interested in this avenue.
Cheers Carl www. missingpiecessoftware.com On 15 Oct 2013 12:33, "Randeep Atwal" <[email protected]> wrote: > ** > 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] <[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 “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_ > _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"
