Couldn't you use the unique ID as a part of the Subject line of the email? For example, we look for something like "%INC00%" in our subject and update the notes of a matching Incident. We also have some things set up with hyperlinks that allow us to leverage the "To" line for logic, such as on Change Approvals. For those we basically have [email protected]<mailto:[email protected]> and [email protected]<mailto:[email protected]> and our workflow looks at those existing on the "To" line of the email in combination with the unique ID such as "CHG00%" in the Subject line to try to do the approval.
Once you get the data into Remedy then you can start doing more advanced stuff to strip out formatting and look for key phrases. You'll also have to develop some things to filter out, such as anything that gets sent in where the Subject is something like, "Automatic Reply: %". It shouldn't matter entirely that Lotus Notes is what you're using, since it does follow email standards. It may contain some unusual formatting but you should be able to strip that apart as needed, especially if you can leverage other fields on the email like I mentioned above. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Marc Burick Sent: Friday, March 20, 2015 1:44 PM To: [email protected] Subject: Lotus Notes Email response back to Remedy ** Howdy listeners. My question is really Lotus Notes based but maybe someone out there has had this challenge. We are just starting to use the Remedy Email Engine. We've been using an SQL database for all of our e-mail needs. All of our applications are home grown...nothing OTB. ARServer 7.6.4 sp3 MS-SQL 2008 v2 A new project requires Email Approvals for Change requests and for these emails to have a web look and feel to the user. I am able to get email to our users with the necessary data and buttons, in Lotus Notes from Remedy. The problem is how to, with the press of the corresponding reply button in the Email, to be able to format the necessary data in the return message to the IMAP Email Server. We do not know of any command or way to take the necessary data that was sent in the original email to the user (Request ID, Key, Modify Key, etc...) and place it into a return response back to remedy by the press of a button in the email. Marc _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"
