Hi Guys,
Thanks for your inputs. It was really helpful. I was able to
create an incident via email. Sadly though two incidents are getting created
for each submission. Now I have to trace and find out the error.
Thanks
Sivarama
On Thu, Aug 14, 2008 at 3:43 PM, Ron Legters <[EMAIL PROTECTED]>wrote:
> **
>
> The creation form is called "HPD:IncidentInterface_Create". Sadly, the
> fieldids don't exactly match the fieldids in HPD:Help Desk' so it takes a
> bit of research to figure out what to push where.
>
>
>
> Thanks,
> Ron
> Tools Admin
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti
> *Sent:* Thursday, August 14, 2008 2:37 PM
> *To:* [email protected]
> *Subject:* Re: Ticket creation in 7.1 via email
>
>
>
> **
>
> Hi Rune,
>
> Can you be more elaborate. I searched the integration document and
> there was no mention about any such form. Can you give me what form it is in
> the administrator. Can you please give me the exact names so that I can look
> up.
>
> Thanks
> Sivarama
>
> On Thu, Aug 14, 2008 at 2:18 PM, Rune Sorlid <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hi.
>
>
>
> You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 has
> "creation forms" for all processes(Incident, Problem, Change...). Look in
> the ITSM 7.0 Integration documet and look at the Incident_Create form...
>
>
>
> /Rune Sorlid
>
>
>
>
>
>
>
> 2008/8/14 sivarama velicheti <[EMAIL PROTECTED]>
>
> **
>
> Hi Group,
>
> I have a question for you guys. I am doing the AR Server 7.1 email
> integration for my company. One of the standard requirements is to create an
> incident when an email is submitted to a particular account. Now I have
> written filters to push the values of the email submitter on to the required
> fields in HPD: helpdesk form (which is the incident creation form for 7.1).
> Now I have a problem. The filter fails and I am pretty sure why. But I don't
> know how to go about doing it. In the incident form in 7.1 simply typing in
> the user details, fails to generate an incident number. When I enter the
> name and hit enter (in the incident creation form) an underlying workflow is
> triggered which also assigns the incident number. In my filter, I am pushing
> in the values and I am getting the same error which says incident number is
> not assigned. Which makes sense because the activelink to assign the
> incident nummber is not firing. Has any one attempted a similar job. Can
> please guide me as to what should be done next.
>
>
> Thanks
>
> Sivarama Velicheti
>
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