Hi, Have you tried to do so in version 7? And a little question: You've said " - this email address should be one to one with the type of ticket you are submmitting" Do you mean that a separate(dedicated) mailbox is required? It doesnt matter what it's name(lets say the name is "MyIncomingMBoxForIncident") but it matters when you create filter, because you have to specify condition(Mailbox Name = "MyIncomingMBoxForIncident") and this filter should submit to a certain form?
Regards, Max FRANK, GORDON CTR DISA JSSC wrote: > > Classification: UNCLASSIFIED > Caveats: NONE > > You can also do this through a Filter. > > Follow the following rough steps > > 1. Create an Inbound email address in the "AR System Email Mailbox > Configuration" form > - this email address should be one to one with the type of > ticket you are submmitting > - Make as many as there are incidents you want to capture > - Make sure you select "PARSE" on the Email Action (on the > Advanced Configuration tab) > 2. Create a Filter which fires on Submit on the "AR System Email > Messages" form > - The Run if will be Mailbox Name = "--------" (email address in > step 1) > - Action will be Push Fields, Create a New Request (1=1) to the > "HPD:HelpDesk" form (this is Incident) > - Include all unique fields that you want to be pushed to > Incident > - Subject should equal Summary > - Body should equal Notes or Description (depending upon > your version) > - Customer should be the From: email address (you can > use the system to look up person info off eamil address > if you wish) > - Default everything else (get all of the Required > fields) > - If you have automatic assignment setup, then it will > assign the ticket based upon the Summary, CTI > combination. (CTI is now called Operational Categorization and the > fields are Tier 1+, Tier 2 and Tier 3). > - The Filter will submit the ticket similar to how the Requester > Console submits a ticket. > 3. The original email message will only be there on the submit, but the > Filter will take the data and create a rough incident. You may need to > have constant monitoring because many fields will be defaulted. Most of > the time a rough incident is all you need. > > I've always said that if you have a capability to email (Sendmail, > Outlook, etc.) you can create a rough BMC-Remedy ARS ticket. > > Gordon M. Frank > DISA\Version FNS > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee > Sent: Thursday, December 06, 2007 9:17 AM > To: [email protected] > Subject: Question: ITSM 7.0 - Incident - Email Inbound > > ** > I was wondering if anyone has setup Remedy to create Incidents in ITSM > 7.0 using email? > > Thanks! > > > __20060125_______________________This posting was submitted with HTML in > it___ > Classification: UNCLASSIFIED > Caveats: NONE > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > -- View this message in context: http://www.nabble.com/Question%3A-ITSM-7.0---Incident---Email-Inbound-tf4956313.html#a14203517 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
