We are putting a solution for this exact problem into place at a customer tomorrow. I will write it up and send it out to the list tonight - I have to document it anyway. Here's a couple of things to think about though 1.) You can't control what email comes in. Maybe someone is being cute and wants to send pictures of his/her vacation to the entire company directory. You have to filter for this kind of thing if/when possible. 2.) The updates are pretty easy - you just look to see if the subject line is LIKE "%INC[0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9]%" and if so parse out the Incident number and update appropriately. 3.) It's good to let people know you got their email. You probably want to notify people slightly differently with an update than with a submission. For example, with ours we may have some sensitive data - so on submissions we change the "Reply to" to the actual incoming box email address. On updates we leave the reply at the default for the outgoing mailbox, [email protected]. 4.) If you are doing internal support you might want to filter and only process/reply if people are from within your domain - it depends on your rules. You may not want to be validating to an outside source that they actually found a valid internal email address. Or it may not matter at all - it just depends on your organization. William Rentfrow Principal Consultant, StrataCom Inc. [email protected] 715-410-8156 C
________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of YHK Sent: Tuesday, March 03, 2009 2:17 PM To: [email protected] Subject: Re: Need help parsing out Ticket Number using Remedy workflow ** Gary, Rocky and Mahesh, thank you all for the replies. Makes perfect sense and very valid point Mahesh with the "INC0", that would make it fool proof. I will probably do a count on the parsed ticket number to make sure it is the right length to ensure I have a correct formated ticket number, just to be sure. Thanks again all for your help and input! Regards, YHK On Tue, Mar 3, 2009 at 2:19 PM, Mahesh Chandra <[email protected]> wrote: ** You might want to search for the string "INC0" so that it picks INC000000001 and not INCIDENT. Thanks Mahesh On Tue, Mar 3, 2009 at 11:15 AM, Opela, Gary L CTR USAF AFMC 72 CS/SCBAH <[email protected]> wrote: If you had a prefix, such as TKT on your ticket number, such that your ticket number might be TKT000123123, then you could do this: Set tmpInt = STRSTRC($Message Body$, "TKT") Set tmpTkt = SUBSTR($Message Body$, $tmpInt$ -3, 12) That might work, I'm not sure if the carriage returns would pose a problem, and you might need to change the -3 or the 12, depending on how it works whenever you get a STRSTR on multiple characters. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ 405 739 7006 x30043 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of YHK Sent: Tuesday, March 03, 2009 10:53 AM To: [email protected] Subject: Re: Need help parsing out Ticket Number using Remedy workflow ** 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. Rocky Rocky Rockwell [email protected] Ph#1: 325-884-1234 Ph#2: 325-884-1263 Mobile: 325-450-1297 http://www.linkedin.com/in/mgrockwell 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 <http://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___ ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
