I don't doubt that it can be done, J.T. But at some point in the customization continuum, pointing users to the web Requester interface is far less resource-intensive (development, training, etc.) than covering all of the ways email could be used and abused.
Rick On 12/6/07, J.T. Shyman <[EMAIL PROTECTED]> wrote: > > ** > > For MAPI you need to install Outlook or a similar client on your Remedy > server, I believe. Most places don't like to do that and use POP/SMTP > instead. > > > > J.T. Shyman > > Column Technologies > > > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Thursday, December 06, 2007 10:05 AM > *To:* [email protected] > *Subject:* Re: Question: ITSM 7.0 - Incident - Email Inbound > > > > ** > > THANK YOU !!!! > > > > I'm going to take your advice and use templates. > > > > This is my first time setting this up. I know in the AR System Email > Mailbox Configuration I have to setup "Incoming" email. We are using > Microsoft Exchange - so for the "Email Server Type" should I use POP3, > IMAP4, MBOX, or MAPI? > > > > Is it recommended to use the same Exchange Account as I do for "Outgoing" > email or should I have a separate account? > > > THANKS again! > > > > > > > > On 12/6/07, *J.T. Shyman* <[EMAIL PROTECTED]> wrote: > > ** > > I've done it personally with another of my co-workers. Attachments can be > grabbed without using templates if you are creative. > > > > There is a form called HPD:IncidentInterface_Create. You will need to push > certain fields to it to create new incidents. Play with it on a test system > to see which suit your needs. We had to add some fields to the AR System > Email Attachments, AR System Email Messages, HPD:Help Desk and CTM:People > forms to get it all to work. > > > > Beware: Not using templates can leave you vulnerable to getting spam > bombed. By that I mean someone can send in thousands of emails to your > helpdesk account and Remedy will merrily create tickets for each and every > one unless you are carful in your qualifications. > > > > J.T. Shyman > > Column Technologies > > > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Thursday, December 06, 2007 9:40 AM > *To:* [email protected] > *Subject:* Re: Question: ITSM 7.0 - Incident - Email Inbound > > > > ** > > Rick - what "interface create form" ? > > > > > > > > On 12/6/07, *Rick Cook* < [EMAIL PROTECTED]> wrote: > > ** > > Yes. You can do it using email templates or by just pushing the data in > the emai fields (subject and body) to fields on a staging form, adding some > default data to allow the Incident to be created, and then ensuring that > someone does triage on it to get it properly categorized and assigned. Just > a caveat - if you need to capture email attachments, you must use the > templates. > > > > Remember to not submit it directly to HPD:HelpDesk - use that Interface > Create form, which will create the Incident. > > > > Rick > > > On 12/6/07, *T. Dee* < [EMAIL PROTECTED]> wrote: > > ** > > I was wondering if anyone has setup Remedy to create Incidents in ITSM > 7.0using email? > > > > Thanks! > > > > > > __20060125_______________________This posting was submitted with HTML in > it___ > > > __20060125_______________________This posting was submitted with HTML in > it___ > > > __20060125_______________________This posting was submitted with HTML in > it___ > > __20060125_______________________This posting was submitted with HTML in > it___ > > > __20060125_______________________This posting was submitted with HTML in > it___ > __20060125_______________________This posting was submitted with HTML in > it___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
