I do exactly like what Rick does as well. It has the added benefit of ensuring the sender is allowed to open/update tickets. If the email doesn't match any users, I send back an email to the sender informing them no action was taken and the reason.
BTW, You can only change the 'Submitter' field since the 'Last Modified By' is a system field. ==Mac On Thu, Feb 28, 2008 at 1:37 PM, Rick Cook <[EMAIL PROTECTED]> wrote: > ** The way I handled something similar was to take the email address and > do a lookup on it against the People form. Then grab that user's login/full > name and make it part of the Push Fields action. > > Rick > > > On Thu, Feb 28, 2008 at 1:26 PM, Brittain, Mark <[EMAIL PROTECTED]> > wrote: > > > ** > > > > Hi Everyone, > > > > When customer replies to an email containing the Ticket Number > > (RequestID) in the subject line, the email gets pushed from AR System Email > > Messages to a CSC: Email form, gets massaged and pushed to the ticket. If > > you want to know why, email me at [EMAIL PROTECTED] and I will be > > happy to explain the whole project. > > > > During the push to the CSC: Email and Ticket forms, the submitter/ last > > modified by is "Remedy Application Service". What I would like to do is > > grab the customers email name and use it instead. Something like > > [EMAIL PROTECTED] to mbrittain. > > > > Does anyone have a string that will extract that variable? > > > > Thanks > > Mark > > > > Mark Brittain > > ESM Remedy Developer > > NaviSite Inc. > > 315-453-2912 x5418 (office) > > 315-317-2897 (cell) > > > > *This e-mail is the property of NaviSite, Inc. It is intended only for > > the person or entity to which it is addressed and may contain information > > that is privileged, confidential, or otherwise protected from disclosure. > > Distribution or copying of this e-mail, or the information contained herein, > > to anyone other than the intended recipient is prohibited.* > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > html___ > > > __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"
