Hi Ray, In order for Remedy to parse the incoming messages you need to set the "Email Action" field on the AR System Email Mailbox Configuration form record for the Incoming mailbox to "Parse".
Also, you would need to restart the email engine to read any configuration changes you made to the Mailbox Configuration form; and you would need to re-submit the emails you send in earlier. hth, -- Met vriendelijke groet / Kind regards Michiel Beijen ______________________________________________________ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internet http://bsm.mansolutions.nl On Jan 29, 2008 10:53 PM, Ray Gellenbeck <[EMAIL PROTECTED]> wrote: > ** > > > We've not had to use email for incoming requests in the past, so bear with a > faily new (and hopefully simple) question. We are now using the email output > from a different system and trying to automate the ticket-creation process > behind the scenes by parsing this email into a ticket. We had the other > system's team alter their email output into something Remedy Email Engine > friendly, but still are having problems. > > I have a sample email message and am helping someone trying to get the engine > to create a new record in the target table. Right now, messages just come > into the Ar System Email Messages table and nothing else happens. > > According to the docs, we should be able to create (or query) records in > existing tables (assuming we use the correct name), but when we called "tech > support" (if you can call it that these days), they tried claiming you had to > build filters to push data from the system table to the destination > (sigh...gotta love it when folks don't even read their own manuals). > > I will include a sample message and if anyone can tell me what is missing or > configured wrong in the text, I'd appreciate it. The "sender" is another > program, so I don't really need to use a template, I'm sure all the info will > be hard-coded directly in the message every time. > > Two things... > > 1. Yes, every required field will always be there, but I'm not including > them on this email sample. > > 2. For brevity and confidentiality, field names are dumbed down and just a > few listed. I'm looking for syntax/pattern help here... > > Finally, please submit replies to me directly at [EMAIL PROTECTED] (as well > as the list). I don't normally use the email account I use for ARSList. > Thanks in advance! > > ---sample email message below this line----- > > > > X-Sender: [EMAIL PROTECTED] > > X-Receiver: [EMAIL PROTECTED] > > X-Receiver: [EMAIL PROTECTED] > > From: <[EMAIL PROTECTED]> > > To: <[EMAIL PROTECTED]> > > Cc: <[EMAIL PROTECTED]> > > Subject: *CPLS*/BA/Barney Rubble/SREF-TEST-123456/UUP/ReqID > 176833/Unclassified > > Date: Wed, 16 Jan 2008 06:14:45 -1000 > > X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.4073 > > Service Request eForm > > Update User Profile for Sherri Cath > > > > Schema: WhateverFormName > > Server: WhateverServerName01 > > Login: fred.flintstone > > Password: bedrock > > Action: Submit > > !Submitter!: $USER$ > > !Action!: Update > > !Action Object!: User Account > > !Submitted By!: Barney Rubble > > !AssignedToGroup!: SREF-TEST > > !CreatedByUID!: Robert Kim > > !CreateDate!: 1/16/2008 > > > > -- ORDERING INFORMATION -- > > !eForm ReqID!: 176833 > > !Claimant!: SREF-TEST > > !Base!: CPLS > > !Company!: > > AUIC: > > !TaskOrder!: 2341 > > !ModNumber!: 12 > > !PurchaseOrder! # > > !Classification!: Unclassified > > !ServiceLevelID!: Basic > > !AssetID!: > > !ForeignNational!: No > > > > ---end of sample email message----- > > ________________________________ Looking for last minute shopping deals? Find them fast with Yahoo! Search. > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
