Has anyone implemented updating tickets via email?

Thanks, Rebecca

Rebecca,

Yes, using armaild. Armaild doesn't support updates to existing records
directly, so we add records to a new form with a field that will match the
form we wish to update. Then a submit filter on the new form will do a push
fields to the form we wish to update.

Jim.

-----Original Message-----
From: Nguyen, Rebecca [mailto:RNguyen@BINDVIEW.COM]
Sent: December 18, 2000 2:28 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Updating tickets via email


**

Has anyone implemented updating tickets via email?

Thanks, Rebecca

We are using ARSPerl. A perl-script monitores a mailbox, if the subject
contain a entryid (we use different layout depending on the application) the
record is beein updated, if not we submit a new record. All mail got
submitted into a temporary form, and then push this to the right form.

We also added some features. If the mail contain lines like this:
FORM:
P1:
P2:
P3:
...those get updated in the form.

But this solution is not 100%, and we'r looking into ESP's emailer. Had no
time to do a indept test yet, but the product looks good. I has found ESP's
emailer more roboust than the email product from UWIP, more features.

--
Jarl Groneng
jgroneng@online.no



> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Nguyen, Rebecca
> Sent: 18. desember 2000 23:28
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Updating tickets via email
>
>
> **
>
> Has anyone implemented updating tickets via email?
>
> Thanks, Rebecca
>
>
>
>
>
>

Hi Rebecca,
Using Remedy Email you can not directly update a Ticket via email. You can
"Create" a Ticket via email. So, the workaround is to create a support Form
that you "submit" to and on "Create" of the support Form you Modify the
related HelpDesk Ticket. Simple use the Ticket ID to relate the 2 records.

James
DatumX, LLC
----- Original Message -----
From: "Nguyen, Rebecca"
To:
Sent: Monday, December 18, 2000 2:27 PM
Subject: Updating tickets via email


> **
>
> Has anyone implemented updating tickets via email?
>
> Thanks, Rebecca
>
>
>



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