Hi,
Is anybody logging their email notifications? We're using HD4 and would like to log all emails that occur during the life of a ticket. I really don't want to leave the filter.log on all the time. We're running on an AIX server. ARS4.5.2. Thanks.

Anybody have any suggestions?

Create a logging form that contain the fields you want, and in the filters sending email add a push field action that submit a record in this form. Also include the HD entry-id.

It depends on the information you need in your log.

This would work for group notifications but not individuals; if you create an email account, then you could add this address to your groups email address (you can notify more than one email address thru a group notification)

As for individual email notification, you could create a fictitious user with email notification along with a filter that would notify this fictitious user anytime email notification is sent to other users.

Then you can either archive the emails in the accounts or build a program that would "massage" the emails, and maintain the email accounts, to extract the ticket number, parse the body text to update the ticket's worklog thru API calls or do whatever you need done with the information.

Of course all of this is dependant on your business rules and many other factors that are related to your particular forms, setup and firm.

Not an easy solution, but it can be done.