**
What I use is the same as Gary except
I use one setfield operation. Example of ticket is #123456. It kind of
depends on how the ticket number is formated (ie: prefix, no prefix,
zeros are stripped out, not striped out)
scratchpad field = SUBSTRC($Message Body$, STRSTRC($Message
Body$, "#"), STRSTRC($Message Body$, 6))
I hope this helps
YHK wrote:
**
Hello Rocky, thanks for the response. That was the plan sorry I wasn't
clearer. My question is what functions you use specifically to parse
out the incident number. Haven't used functions much or recently so
sorta fuzzy to me. Thanks again!
On Tue, Mar 3, 2009 at 11:38 AM, Rocky
Rockwell <[email protected]>
wrote:
**
We did something like this. Except
when it was submitted, we just sent the whole email to a field in the
staging form. Then we parsed out the ticket number and anything else we
needed.
YHK wrote:
**
Hello Listers,
Been tasked to create the functionality of when customers reply an
email from the Email Function in Incident management to process that
incoming email and update the appropriate Incident Work Info. What my
plan is so far is to have it sent to a specific incoming mailbox, so
right away I will know it is to be update to Incident. My question is
how would I parse out the Incident number using AR workflow? Keeping in
mind that the incident number will be anywhere in the subject line.
Once the incident number is parsed out, was planning on creating a
staging form that this would be pushed to and then update the incident
work info table. Not sure if there is a better option such as the
Incident Interface Create form or something else out of the box I can
use as I am running ITSM 7.0.03 p7 on ARS 7.1.
Thank you in advance for any insight!
Regards,
YHK
__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___
No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.237 / Virus Database: 270.11.6/1981 - Release Date: 03/03/09 07:25:00
__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___
__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___
No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.237 / Virus Database: 270.11.6/1981 - Release Date: 03/03/09 07:25:00
__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___
|
