Re: Public Users and RBE

[Joel D Sender]

An easy solution would be to add filters to the ARS Email Message form:

 

1.   Execute on submit of Incoming messages

a.   Execution order lower (sooner) than the OOB filters 

b.  A Filter Guide could  squeeze in custom code if the OOB have a low
starting execution order

2.   Test for domain trustworthiness; if not, reject with an Error

3.   Look-up the email address in, probably, CTM:People 

4.   If the email address is not known, 

a.   Save the original sender's email address in a separate field

b.  Change the FROM address to a reserved account, i.e.
unknownu...@unknown.org

 

After that, the OOB workflow takes over.

 

Support agents can then separate the real requests from the spam.

 

HTH,

Joel

Joel Sender  * jdsen...@earthlink.net  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Barker
Sent: Friday, July 28, 2017 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Public Users and RBE

 

** 

Please see here

 

https://communities.bmc.com/ideas/2395

 

 

 

From: Brian Pancia [mailto:panc...@finityit.com] 
Sent: Thursday, July 27, 2017 7:45 AM
Subject: Public Users and RBE

 

** 

We are trying to implement the RBE to create/update tickets.  Looking
through the documentation the users need to have an email address and login
id in Remedy in order to use the RBE.  There is also a way to add users to
the trusted email list that don't have a login id.  However, we can have
users from outside our organization that will email into the system.
Without a people record, email address, and login id the RBE does not
process the emails.  It would become an administrative nightmare to keep up
with all the outside email addresses.  For a good percentage of them we know
the domain they are coming from (ie gmail.com).  It would be nice to be able
to add trusted domains.  I'm sure we can work around this with some minor
customizations.  Has anyone ran in to this and what was the solution they
used?

 

Thanks,

 

Brian

 

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Re: Public Users and RBE

[Kevin Barker]

Please see here

https://communities.bmc.com/ideas/2395



From: Brian Pancia [mailto:panc...@finityit.com]
Sent: Thursday, July 27, 2017 7:45 AM
Subject: Public Users and RBE

**

We are trying to implement the RBE to create/update tickets.  Looking through 
the documentation the users need to have an email address and login id in 
Remedy in order to use the RBE.  There is also a way to add users to the 
trusted email list that don't have a login id.  However, we can have users from 
outside our organization that will email into the system.  Without a people 
record, email address, and login id the RBE does not process the emails.  It 
would become an administrative nightmare to keep up with all the outside email 
addresses.  For a good percentage of them we know the domain they are coming 
from (ie gmail.com).  It would be nice to be able to add trusted domains.  I'm 
sure we can work around this with some minor customizations.  Has anyone ran in 
to this and what was the solution they used?



Thanks,



Brian


DISCLAIMER: The information contained in this e-mail and its attachments 
contain confidential information belonging to the sender, which is legally 
privileged. The information is intended only for the use of the recipient(s) 
named above. If you are not the intended recipient, you are notified that any 
disclosure, copying, distribution or action in reliance upon the contents of 
the information transmitted is strictly prohibited. If you have received this 
information in error, please delete it immediately.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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