No, you do not need field ID's, check the Email Engine manual pdf. Just surround valid field names with !
BTW, thx to the list members and Michiel in particular this time around. The root of our problem was that the engine never got restarted after setting the configuration. After I relayed the information to the engineer I had working the issue, they reported success. Many thanks again, and glad it was something simple. Now if we can just get a viable protocol for use in UNIX that isn't blocked for security purposes (pop3 and imap is blocked), we'll be golden in production ;) Ray Gellenbeck around since 3.x ----- Original Message ---- From: "Sanford, Claire" <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, January 30, 2008 6:42:03 AM Subject: Re: Email engine (6.03, Solaris8, Oracle9) In case I am missing something... Don't you need the field ID numbers along with the names?? > !Base!: CPLS > > !Company!: > > AUIC: > > !TaskOrder!: 2341 > > !ModNumber!: 12 > > !PurchaseOrder! # > > !Classification!: Unclassified > > !ServiceLevelID!: Basic > > !AssetID!: > > !ForeignNational!: No -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen Sent: Wednesday, January 30, 2008 5:17 AM To: [email protected] Subject: Re: Email engine (6.03, Solaris8, Oracle9) 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? 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