Re: Incoming mail on ITSM
Hi Mark, There is OOB functionality available now called Rule Based Email RBE Console, you can configure it as per your mentioned requirement. Thank you, Dhananjay Deshpande From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, November 20, 2012 12:21 AM To: arslist@ARSLIST.ORG Subject: Incoming mail on ITSM ** Hi All, In ITSM 7.6.04, in the Incident I can select Functions Email System and send out a free test email. After send a record of the email is displayed in Work Info. If I send an email to the AR Server, it ends up in the AR System Email Messages and stops there. Out of the box can it be pushed to the Work Info of the referenced incident? Incident would be in the subject line. In 6.3 I had to build this email functionality to email from the incident and receive replies back to the incident. The push was easly enough but including the attachments was pretty complex. Pleasantly surprised to see that out going is built into the OOB ITSM and was hoping the incoming had also been done. If it is there, how do I turn it on. If it is not there has anyone done this with ITSM and if so how. Any white papers out there for this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incoming mail on ITSM
Long Live RemMail Doug (UWIP) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Monday, November 19, 2012 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming mail on ITSM Nothing is there in 7.6.04 unless you build it; what I built from old RemMail forms/filters for 7.0 is still working in 7.6.04 - strictly to add a Worklog entry to an existing Incident. ITSM 8.0 finally adds incident creation from incoming (although not as foolproof as Remedyforce or competitors), and updates the Worklog from replies for Incident, Known Error, Problem, Request, Task, and Work Order. See 'Application Administration Console - Foundation - Email Engine Rules - Configure Rules.' The huge shortcoming in 8.0 is that it does not create an Incident for incoming mail from an email address that is NOT the Email Address for someone already present in the CTM:People table - and you are still limited to ONE email address for each people record, as near as I can tell. Worse, if it does not find a matching email it does not create anything at all - just returns an error to the sender. At least Remedyforce and ServiceNow will go ahead and create the Incident using a generic Site Guest User or Guest account, respectively - allowing the helpdesk to receive the new incident and set the correct customer or create a new one. OOTB, ITSM 8.0 just slaps them with the following, lovely error message: Your email with a Subject of: [ Test Email Injection with random text ] was rejected: [ ] ...and leaves them feeling unfulfilled and unwanted. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Monday, November 19, 2012 12:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Incoming mail on ITSM ** Hi All, In ITSM 7.6.04, in the Incident I can select Functions Email System and send out a free test email. After send a record of the email is displayed in Work Info. If I send an email to the AR Server, it ends up in the AR System Email Messages and stops there. Out of the box can it be pushed to the Work Info of the referenced incident? Incident would be in the subject line. In 6.3 I had to build this email functionality to email from the incident and receive replies back to the incident. The push was easly enough but including the attachments was pretty complex. Pleasantly surprised to see that out going is built into the OOB ITSM and was hoping the incoming had also been done. If it is there, how do I turn it on. If it is not there has anyone done this with ITSM and if so how. Any white papers out there for this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incoming mail on ITSM
When something is designed right - it tends to last the test of time… Even without upgrades. Good job!!! -John On Tue, Nov 20, 2012 at 11:04 AM, Tanner, Doug doug.tan...@compass-usa.comwrote: Long Live RemMail Doug (UWIP) -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Monday, November 19, 2012 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming mail on ITSM Nothing is there in 7.6.04 unless you build it; what I built from old RemMail forms/filters for 7.0 is still working in 7.6.04 - strictly to add a Worklog entry to an existing Incident. ITSM 8.0 finally adds incident creation from incoming (although not as foolproof as Remedyforce or competitors), and updates the Worklog from replies for Incident, Known Error, Problem, Request, Task, and Work Order. See 'Application Administration Console - Foundation - Email Engine Rules - Configure Rules.' The huge shortcoming in 8.0 is that it does not create an Incident for incoming mail from an email address that is NOT the Email Address for someone already present in the CTM:People table - and you are still limited to ONE email address for each people record, as near as I can tell. Worse, if it does not find a matching email it does not create anything at all - just returns an error to the sender. At least Remedyforce and ServiceNow will go ahead and create the Incident using a generic Site Guest User or Guest account, respectively - allowing the helpdesk to receive the new incident and set the correct customer or create a new one. OOTB, ITSM 8.0 just slaps them with the following, lovely error message: Your email with a Subject of: [ Test Email Injection with random text ] was rejected: [ ] ...and leaves them feeling unfulfilled and unwanted. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Brittain, Mark mbritt...@navisite.commailto: mbritt...@navisite.com Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Monday, November 19, 2012 12:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Incoming mail on ITSM ** Hi All, In ITSM 7.6.04, in the Incident I can select Functions Email System and send out a free test email. After send a record of the email is displayed in Work Info. If I send an email to the AR Server, it ends up in the AR System Email Messages and stops there. Out of the box can it be pushed to the Work Info of the referenced incident? Incident would be in the subject line. In 6.3 I had to build this email functionality to email from the incident and receive replies back to the incident. The push was easly enough but including the attachments was pretty complex. Pleasantly surprised to see that out going is built into the OOB ITSM and was hoping the incoming had also been done. If it is there, how do I turn it on. If it is not there has anyone done this with ITSM and if so how. Any white papers out there for this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEGhttp://www.kineticdata.com/Events/KEG.html 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incoming mail on ITSM
Nothing is there in 7.6.04 unless you build it; what I built from old RemMail forms/filters for 7.0 is still working in 7.6.04 – strictly to add a Worklog entry to an existing Incident. ITSM 8.0 finally adds incident creation from incoming (although not as foolproof as Remedyforce or competitors), and updates the Worklog from replies for Incident, Known Error, Problem, Request, Task, and Work Order. See 'Application Administration Console – Foundation – Email Engine Rules – Configure Rules.' The huge shortcoming in 8.0 is that it does not create an Incident for incoming mail from an email address that is NOT the Email Address for someone already present in the CTM:People table – and you are still limited to ONE email address for each people record, as near as I can tell. Worse, if it does not find a matching email it does not create anything at all – just returns an error to the sender. At least Remedyforce and ServiceNow will go ahead and create the Incident using a generic Site Guest User or Guest account, respectively – allowing the helpdesk to receive the new incident and set the correct customer or create a new one. OOTB, ITSM 8.0 just slaps them with the following, lovely error message: Your email with a Subject of: [ Test Email Injection with random text ] was rejected: [ ] …and leaves them feeling unfulfilled and unwanted. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Monday, November 19, 2012 12:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Incoming mail on ITSM ** Hi All, In ITSM 7.6.04, in the Incident I can select Functions Email System and send out a free test email. After send a record of the email is displayed in Work Info. If I send an email to the AR Server, it ends up in the AR System Email Messages and stops there. Out of the box can it be pushed to the Work Info of the referenced incident? Incident would be in the subject line. In 6.3 I had to build this email functionality to email from the incident and receive replies back to the incident. The push was easly enough but including the attachments was pretty complex. Pleasantly surprised to see that out going is built into the OOB ITSM and was hoping the incoming had also been done. If it is there, how do I turn it on. If it is not there has anyone done this with ITSM and if so how. Any white papers out there for this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incoming mail on ITSM
Hi Mark, As mentioned, version 8.0.00 does introduce some functionality regarding incoming emails. For versions pre 8.0.00 I have an integration package available to do this with the ability to create Incidents from incoming emails. I have even had customer enhance this further on their own systems. It is all ARS based workflow, so you can modify to suit your requirements, and you can download an evaluation version from my website to test the functionality: http://www.missingpiecessoftware.com/products/ar-email-to-itsm-integration Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 19 November 2012 18:51 To: arslist@ARSLIST.ORG Subject: Incoming mail on ITSM ** Hi All, In ITSM 7.6.04, in the Incident I can select Functions Email System and send out a free test email. After send a record of the email is displayed in Work Info. If I send an email to the AR Server, it ends up in the AR System Email Messages and stops there. Out of the box can it be pushed to the Work Info of the referenced incident? Incident would be in the subject line. In 6.3 I had to build this email functionality to email from the incident and receive replies back to the incident. The push was easly enough but including the attachments was pretty complex. Pleasantly surprised to see that out going is built into the OOB ITSM and was hoping the incoming had also been done. If it is there, how do I turn it on. If it is not there has anyone done this with ITSM and if so how. Any white papers out there for this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 _ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
