I want to have two separate Exchange mailboxes associated to one domain
account that will be used with the Email Engine. The Email Engine will be
configured to use MAPI and there will be an incoming and outgoing mailbox
for each mailbox on Exchange for a total of four mailboxes configured in the
Mailbox Configuration form.

My ideal is to Remedy monitor multiple email accounts.
But Remedy says this won't work. Is there a work around this?

You didn't say what version of AR you were on - I heard that 6.x can support that.

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Simmons, Theo (NIH/NINDS)
Sent: Thursday, May 13, 2004 12:05 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


I want to have two separate Exchange mailboxes associated to one domain
account that will be used with the Email Engine. The Email Engine will be
configured to use MAPI and there will be an incoming and outgoing mailbox
for each mailbox on Exchange for a total of four mailboxes configured in the
Mailbox Configuration form.

My ideal is to Remedy monitor multiple email accounts.
But Remedy says this won't work. Is there a work around this?

Sorry I am using ARS 5.1, Email Engine 5.1


Theo Simmons
LCG Systems, Inc. -- Contractor
NINDS IT Support

-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Thursday, May 13, 2004 3:21 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine

You didn't say what version of AR you were on - I heard that 6.x can support
that.

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Simmons, Theo (NIH/NINDS)
Sent: Thursday, May 13, 2004 12:05 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


I want to have two separate Exchange mailboxes associated to one domain
account that will be used with the Email Engine. The Email Engine will be
configured to use MAPI and there will be an incoming and outgoing mailbox
for each mailbox on Exchange for a total of four mailboxes configured in the
Mailbox Configuration form.

My ideal is to Remedy monitor multiple email accounts.
But Remedy says this won't work. Is there a work around this?



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com

But Exchange 2000 (and I assume 2003) do not support this because Active
Directory only allows one mailbox per user. Exchange 5.5 (no relation
to 200x) let you have more than one mailbox per Windows NT (NOT AD)
account and this caused me no end of problems when we migrated years
ago. Supposedly AR System Email can look at separate mailboxes for
incoming and outgoing by using two different profiles (each of which
would be for a distinct Exchange mailbox) but I don't think it will
monitor more than two per AR System Email server. That said, I believe
that you could install AR System Email on more than one server, all
pointing to one AR Server, and expand your mailbox monitoring that way.
I can't say as I have ever tried it.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/

-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Thursday, May 13, 2004 2:21 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine

You didn't say what version of AR you were on - I heard that 6.x can
support that.

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Simmons, Theo (NIH/NINDS)
Sent: Thursday, May 13, 2004 12:05 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


I want to have two separate Exchange mailboxes associated to one domain
account that will be used with the Email Engine. The Email Engine will
be configured to use MAPI and there will be an incoming and outgoing
mailbox for each mailbox on Exchange for a total of four mailboxes
configured in the Mailbox Configuration form.

My ideal is to Remedy monitor multiple email accounts.
But Remedy says this won't work. Is there a work around this?



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com

Isn't it an option to forward the mails from one mailbox to the other?

My company stil uses Exchange 5.5 and there you could specify an "Alternate
recipient" for a mailbox.

Or maybe you could use the Rules set with your mailbox to forward mails to
another account. This way the mailboxes do not /have/ to be associated with
the same domain account.

--
Michiel Beijen
The Netherlands


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Simmons, Theo (NIH/NINDS)
Sent: Thursday, May 13, 2004 12:05 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


I want to have two separate Exchange mailboxes associated to one domain
account that will be used with the Email Engine. The Email Engine will
be configured to use MAPI and there will be an incoming and outgoing
mailbox for each mailbox on Exchange for a total of four mailboxes
configured in the Mailbox Configuration form.

My ideal is to Remedy monitor multiple email accounts.
But Remedy says this won't work. Is there a work around this?



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com

Update on this and plea for more help.
I added profiles to the Remedy server for the mailboxes I wanted Remedy to
check, and added the necessary ARSystem Mailbox Config records. And voila,
success, Remedy would check the incoming mailboxes. But Remedy then sent out
outgoing mail through the wrong profile. Any explanation as why this would
happen?
Exchange 5.5
ARS 5.1
Email 5.1


Theo Simmons
LCG Systems, Inc. -- Contractor
NINDS IT Support

-----Original Message-----
From: strauss [mailto:strauss@REMEDY.ACS.UNT.EDU]
Sent: Thursday, May 13, 2004 4:54 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine

But Exchange 2000 (and I assume 2003) do not support this because Active
Directory only allows one mailbox per user. Exchange 5.5 (no relation
to 200x) let you have more than one mailbox per Windows NT (NOT AD)
account and this caused me no end of problems when we migrated years
ago. Supposedly AR System Email can look at separate mailboxes for
incoming and outgoing by using two different profiles (each of which
would be for a distinct Exchange mailbox) but I don't think it will
monitor more than two per AR System Email server. That said, I believe
that you could install AR System Email on more than one server, all
pointing to one AR Server, and expand your mailbox monitoring that way.
I can't say as I have ever tried it.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/

-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Thursday, May 13, 2004 2:21 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine

You didn't say what version of AR you were on - I heard that 6.x can
support that.

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Simmons, Theo (NIH/NINDS)
Sent: Thursday, May 13, 2004 12:05 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


I want to have two separate Exchange mailboxes associated to one domain
account that will be used with the Email Engine. The Email Engine will
be configured to use MAPI and there will be an incoming and outgoing
mailbox for each mailbox on Exchange for a total of four mailboxes
configured in the Mailbox Configuration form.

My ideal is to Remedy monitor multiple email accounts.
But Remedy says this won't work. Is there a work around this?



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com

Try specifying the correct mailbox in the notify-filter. Look under
Messages/Mailbox Name.

Mike Luttmann
Senior Database Engineer
Michael.Luttmann@peterson.af.mil

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Simmons, Theo (NIH/NINDS)
Sent: Tuesday, May 18, 2004 2:53 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine

Update on this and plea for more help.
I added profiles to the Remedy server for the mailboxes I wanted Remedy to
check, and added the necessary ARSystem Mailbox Config records. And voila,
success, Remedy would check the incoming mailboxes. But Remedy then sent out
outgoing mail through the wrong profile. Any explanation as why this would
happen?
Exchange 5.5
ARS 5.1
Email 5.1


Theo Simmons
LCG Systems, Inc. -- Contractor
NINDS IT Support

-----Original Message-----
From: strauss [mailto:strauss@REMEDY.ACS.UNT.EDU]
Sent: Thursday, May 13, 2004 4:54 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine

But Exchange 2000 (and I assume 2003) do not support this because Active
Directory only allows one mailbox per user. Exchange 5.5 (no relation
to 200x) let you have more than one mailbox per Windows NT (NOT AD)
account and this caused me no end of problems when we migrated years
ago. Supposedly AR System Email can look at separate mailboxes for
incoming and outgoing by using two different profiles (each of which
would be for a distinct Exchange mailbox) but I don't think it will
monitor more than two per AR System Email server. That said, I believe
that you could install AR System Email on more than one server, all
pointing to one AR Server, and expand your mailbox monitoring that way.
I can't say as I have ever tried it.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/

-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Thursday, May 13, 2004 2:21 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine

You didn't say what version of AR you were on - I heard that 6.x can
support that.

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Simmons, Theo (NIH/NINDS)
Sent: Thursday, May 13, 2004 12:05 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


I want to have two separate Exchange mailboxes associated to one domain
account that will be used with the Email Engine. The Email Engine will
be configured to use MAPI and there will be an incoming and outgoing
mailbox for each mailbox on Exchange for a total of four mailboxes
configured in the Mailbox Configuration form.

My ideal is to Remedy monitor multiple email accounts.
But Remedy says this won't work. Is there a work around this?



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com

**
Does the Mailbox configuration sometimes DISABLES itself ? with multiple mailboxes ?
--
On thing which is no surprise that remedy recommends.. is the following ::
--Unix ENV
Please modify the Email Engine start script (emaild.sh) this way. ( add -Xms256m -Xmx512 in following line)

exec ${JAVABIN}/java -Djava.library.path=${InstallPath} -Xms256m -Xmx512m -cp ${CPPATH}

com.remedy.arsys.emaildaemon.EmailDaemon -d ${InstallPath} >${LogFile} 2>&1

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Leary, David
Sent: Friday, June 04, 2004 12:47 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


**
HI all,
We've been using the Email Engine with our 5.1 server (Oracle 8.x DB, WIN2K server) for incoming email submissions for about a year now with very few problems.

Last week the incoming mail was coming in fine but was not being parsed. After working on this for a while I created a new incoming mailbox with the exact same configuration as the original and everything started working again.

Since then, at random times, the same thing has happened two more times.

We're using MAPI for incoming mail. The outgoing mail used SMTP and continues to work like a charm.

Has anyone seen this before? Any thoughts on what I might be missing. Our server logs are pretty clean and the email error log isn't offering any clues.

Thanks,
David Leary
Children's Hospital Boston
david.leary@childrens.harvard.edu


This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
HI all,
We've been using the Email Engine with our 5.1 server (Oracle 8.x DB, WIN2K server) for incoming email submissions for about a year now with very few problems.

Last week the incoming mail was coming in fine but was not being parsed. After working on this for a while I created a new incoming mailbox with the exact same configuration as the original and everything started working again.

Since then, at random times, the same thing has happened two more times.

We're using MAPI for incoming mail. The outgoing mail used SMTP and continues to work like a charm.

Has anyone seen this before? Any thoughts on what I might be missing. Our server logs are pretty clean and the email error log isn't offering any clues.

Thanks,
David Leary
Children's Hospital Boston
david.leary@childrens.harvard.edu


This posting was submitted via the Web interface

**
Thanks,
The mailbox still shows as being Enabled and the messages make it into the message form. It's the Parsing that's not happening.

I agree that this is likely a known issue that an edit to the start script could easily resolve. I've got an open call with support, hopefully thy've got a windows version of what you had to do.

David Leary
Children's Hospital Boston
david.leary@childrens.harvard.edu
617 355-4357

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Zandi Patrick S TSgt AFRL/IFOSS
Sent: Friday, June 04, 2004 12:52 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Email Engine


**
Does the Mailbox configuration sometimes DISABLES itself ? with multiple mailboxes ?
--
On thing which is no surprise that remedy recommends.. is the following ::
--Unix ENV
Please modify the Email Engine start script (emaild.sh) this way. ( add -Xms256m -Xmx512 in following line)

exec ${JAVABIN}/java -Djava.library.path=${InstallPath} -Xms256m -Xmx512m -cp ${CPPATH}

com.remedy.arsys.emaildaemon.EmailDaemon -d ${InstallPath} >${LogFile} 2>&1

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Leary, David
Sent: Friday, June 04, 2004 12:47 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


**
HI all,
We've been using the Email Engine with our 5.1 server (Oracle 8.x DB, WIN2K server) for incoming email submissions for about a year now with very few problems.

Last week the incoming mail was coming in fine but was not being parsed. After working on this for a while I created a new incoming mailbox with the exact same configuration as the original and everything started working again.

Since then, at random times, the same thing has happened two more times.

We're using MAPI for incoming mail. The outgoing mail used SMTP and continues to work like a charm.

Has anyone seen this before? Any thoughts on what I might be missing. Our server logs are pretty clean and the email error log isn't offering any clues.

Thanks,
David Leary
Children's Hospital Boston
david.leary@childrens.harvard.edu


This posting was submitted via the Web interface

This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
I don't know if this has anything to do with it or not, but I'd check to see if the Server/Email guys are doing any upgrades for Exchange, etc.
I'm under the impression that MAPI versions can change with Exchange and if they are upgrading or making any changes maybe the definitions corrupt until you manually redo them.
Probably not it at all, just a thought.
Janie


-----Original Message-----
From: Leary, David [mailto:David.Leary@CHILDRENS.HARVARD.EDU]
Sent: Friday, June 04, 2004 9:47 AM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine


**
HI all,
We've been using the Email Engine with our 5.1 server (Oracle 8.x DB, WIN2K server) for incoming email submissions for about a year now with very few problems.

Last week the incoming mail was coming in fine but was not being parsed. After working on this for a while I created a new incoming mailbox with the exact same configuration as the original and everything started working again.

Since then, at random times, the same thing has happened two more times.

We're using MAPI for incoming mail. The outgoing mail used SMTP and continues to work like a charm.

Has anyone seen this before? Any thoughts on what I might be missing. Our server logs are pretty clean and the email error log isn't offering any clues.

Thanks,
David Leary
Children's Hospital Boston
david.leary@childrens.harvard.edu


This posting was submitted via the Web interface




IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should contact the sender and delete the message. Any unauthorized disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.

This posting was submitted via the Web interface

Hey folks!

Looks like we are going to be installing the email Engine this summer -
Yipee!!!

But first I have to upgrade to ARS 6.0 - I am using AIX - 4.3 on Oracle 8.1
7 - and am currently on ARS 5.1.2, utilizing HelpDesk 4.5 (I think - before
my time) moderatley customized. No other modules are being run currently.

I am looking for thoughts regarding the horrors of the server upgrade. Is it
worth the time to upgrade HPD to 5.5 & is there a way to throttle incoming
email so not all 35k users in the domain can submit tickets - still reading
the manual...

Thank You,

Chris Doble
mobile: 949-279-0212

Hi Folks,

I am installing the email engine and have some simple questions that the
manual doesn't really make clear.

I am using AIX for the server OS.
Oracle for the DB.
ARS 5.1.2p1313.

1. Does the engine need to be loaded onto the server as a unix program? Or
can I run it from my windows pc?

2. Can I build templates for submissions in an html editor and have that
used as a link to send in tickets?

3. How well has this worked for anybody using this?

4. Any major issues encountered?

5. Can I see a quick demo of what somebody has done so I can avoid fumbling
in the dark?

6. Are your users happy & is it easy for them to use?

Thank You,

Chris Doble
mobile: 949-279-0212

Is there anything clear in the email manual ...:).. nice weekend!

-----Ursprungligt meddelande-----
Fran: Chris Doble [mailto:doble@HOTMAIL.COM]
Skickat: den 2 juli 2004 14:55
Till: ARSLIST@ARSLIST.ORG
Amne: Email Engine


Hi Folks,

I am installing the email engine and have some simple questions that the
manual doesn't really make clear.

I am using AIX for the server OS.
Oracle for the DB.
ARS 5.1.2p1313.

1. Does the engine need to be loaded onto the server as a unix program? Or
can I run it from my windows pc?

2. Can I build templates for submissions in an html editor and have that
used as a link to send in tickets?

3. How well has this worked for anybody using this?

4. Any major issues encountered?

5. Can I see a quick demo of what somebody has done so I can avoid fumbling
in the dark?

6. Are your users happy & is it easy for them to use?

Thank You,

Chris Doble
mobile: 949-279-0212

> 1. Does the engine need to be loaded onto the server as a unix program? Or
> can I run it from my windows pc?

It can be loaded on either

> 2. Can I build templates for submissions in an html editor and have that
> used as a link to send in tickets?
>

Don't use the mailto as the example in the manual. You'll need to post to
a cgi script and then forward it to your mailbox.

> 3. How well has this worked for anybody using this?

Not using Remedy's e-mail engine, but it will work just fine.

> 4. Any major issues encountered?
>
> 5. Can I see a quick demo of what somebody has done so I can avoid
> fumbling in the dark?

http://www.elegantsp.com/licmonplus5request.html

> 6. Are your users happy & is it easy for them to use?

Some companies that made the switch from our e-mail product to remedy's,
came back to ours because they experience too many issues.

More information on our e-mail product can be found at:
http://www.elegantsp.com/mailer/

Edward

Hi Folks,

I am having an issue getting my in box to parse the email and create a
ticket. I have built the templates and have followed all the instructions.
But have yet to have a successful in bound transaction. There aren't any
error logs to look at in the error log file.

I can send quite nicely from the email engine. My filters to notify me on
submit to the email message form fires, but the submission into the
hpd:helpdesk never gets there.

Any ideas?

Thank You,

Chris Doble
mobile: 949-279-0212

Are all your mandatory fields getting data?

Try starting the email service in debug mode and output to a text file. This might give you an indication on any problems.



Regards,

Basil Webster

Direct :- +27 11 6527523
Mobile :- +27 82 4529389
Fax :- +27 11 6527501
Support :- +27 11 6527220

Email :- basil.webster@siemens.com

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Chris Doble
Sent: 07 July 2004 05:36
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine

Hi Folks,

I am having an issue getting my in box to parse the email and create a
ticket. I have built the templates and have followed all the instructions.
But have yet to have a successful in bound transaction. There aren't any
error logs to look at in the error log file.

I can send quite nicely from the email engine. My filters to notify me on
submit to the email message form fires, but the submission into the
hpd:helpdesk never gets there.

Any ideas?

Thank You,

Chris Doble
mobile: 949-279-0212

Hi Chris,

You can debug looking messages in 2 ARS table: AR System Email Error box and AR System Email Message. In first table you can find error messages; in the other table you can see all information on the mail received and sended.

ciao

Luisa Carena
Gestione Postazioni Periferiche comparto di Novara
SGS
Gruppo Banco Popolare di Verona e Novara
Tel 0321 663995
mailto carenal@bpn.it

> -----Messaggio originale-----
> Da: Basil Webster [SMTP:basil.webster@SIEMENS.COM]
> Inviato: 07/07/04 12:30
> A: ARSLIST@ARSLIST.ORG
> Oggetto: Re: Email Engine
>
> Are all your mandatory fields getting data?
>
> Try starting the email service in debug mode and output to a text file. This might give you an indication on any problems.
>
>
>
> Regards,
>
> Basil Webster
>
> Direct :- +27 11 6527523
> Mobile :- +27 82 4529389
> Fax :- +27 11 6527501
> Support :- +27 11 6527220
>
> Email :- basil.webster@siemens.com
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Chris Doble
> Sent: 07 July 2004 05:36
> To: ARSLIST@ARSLIST.ORG
> Subject: Email Engine
>
> Hi Folks,
>
> I am having an issue getting my in box to parse the email and create a
> ticket. I have built the templates and have followed all the instructions.
> But have yet to have a successful in bound transaction. There aren't any
> error logs to look at in the error log file.
>
> I can send quite nicely from the email engine. My filters to notify me on
> submit to the email message form fires, but the submission into the
> hpd:helpdesk never gets there.
>
> Any ideas?
>
> Thank You,
>
> Chris Doble
> mobile: 949-279-0212
>
>
>
>
>
>

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We would like to implement a process with email going into the incoming
mailbox then get an Helpdesk ticket submitted. We are looking at the email
coming in as free format instead of using a template. The ticket submitted
need to capture the subject line for the Summary and body text onto the
Details field. The CTI would be all default as we setup for those on
specified on the Catergorization.
Or anyone hear about any third party product which could streamline the process.
We are running ARS 5.1.2. (the same for the Email Engine)with ITSMHelpdesk
5.5 on Windows 2000 server.
Thanks!

I do this using RemMail to some extent, although my model requires
specific information in the Subject line that determines the customer,
categorization and type of ticket to create (see
http://arsweb3.acs.unt.edu/helpdesk/RemMailNewCases.htm). If I had a
spare day or two I probably could add a few more filters to parse the
completely unformatted messages that you are talking about into tickets
with default categorizations (as a process to run AFTER the existing
filters check for properly formatted messages), but then, right now I
don't accidentally inject tickets into Remedy from spam messages either.
No matter what program you end up using to do this, you'll need a way to
filter out the spam.

The same mailbox handles all replies to our notifications (passed over
by a rule from the outbound JavaMail mailbox that ARS 5.1.2 sends them
out from), which is quite a bit more complicated in that the filters try
to correlate the message to a ticket and update the status and work log,
minus all of the indented, commented, or otherwise included text from
the original notification. We use filters with many set fields actions
that iteratively parse the message body to remove everything but the
actual reply, and have separate filters or filter sets for each of the
possible mail clients.

You can program against the RemMail engine in any way that you can
imagine, so there are lot of different ways for you to write the filters
that will do the work. BTW, RemMail was so reliable for the purpose of
parsing messages for injection or updates that we were already using it
back when the current ARS mail engine was version 4.5.2, and (unlike
5.1.2) was itself a reliable injector for formatted messages.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/

> -----Original Message-----
> From: Jeremy Lam [mailto:jlam@MDSI.CA]
> Sent: Tuesday, September 28, 2004 3:36 PM
> To: ARSLIST@ARSLIST.ORG
> Subject: Email Engine
>
>
> We would like to implement a process with email going into
> the incoming mailbox then get an Helpdesk ticket submitted.
> We are looking at the email coming in as free format instead
> of using a template. The ticket submitted need to capture
> the subject line for the Summary and body text onto the
> Details field. The CTI would be all default as we setup for
> those on specified on the Catergorization. Or anyone hear
> about any third party product which could streamline the
> process. We are running ARS 5.1.2. (the same for the Email
> Engine)with ITSMHelpdesk 5.5 on Windows 2000 server. Thanks!
>
>
>
> UNSUBSCRIBE or access ARSList Archives at
> http://www.ARSLIST.org (Support: mailto:support@arslist.org )
> ARSList is hosted by QMX SUPPORT SERVICES at www.QMXS.com
>

We are running the same email engine and AR server versions and we have
Help Desk 5.1

We are currently using the email engine precisely that way. Our users
email a mailbox that filters through the Remedy AR System Email Mailbox
configuration form with the same email address.
Information desired is pushed to a regular form through a filter if
the 'Message Type' = "Incoming"
We then have another filter that pushes the values to HPD:HelpDesk filling
in the fields and default CTI and other required fields.
There is then a 3rd filter, execution order 550, that searches against the
People form that fills in the remaining fields on the Help Desk Case.
The configuration manager is set up so the default CTI is a skill for a
particular group. That group in turn, is emailed the help desk request.

This may not be the best way to utilize the email engine, but has worked
for us for 2+ years.

Tami Palacky
Senior Technical Support Engineer
FTI Consulting
Annapolis MD



On Tue, 28 Sep 2004 16:36:25 -0400, Jeremy Lam wrote:

>We would like to implement a process with email going into the incoming
>mailbox then get an Helpdesk ticket submitted. We are looking at the
email
>coming in as free format instead of using a template. The ticket
submitted
>need to capture the subject line for the Summary and body text onto the
>Details field. The CTI would be all default as we setup for those on
>specified on the Catergorization.
>Or anyone hear about any third party product which could streamline the
process.
>We are running ARS 5.1.2. (the same for the Email Engine)with ITSMHelpdesk
>5.5 on Windows 2000 server.
>Thanks!
>
>

>UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com

We use the email engine for the very purpose you are describing. Users
email a mailbox

Hi, a related question, i know it's possible to set up multliple incoming mailboxes, or only have one. Suppose we will start using email engine for incoming emails, and in some cases create entries in different forms, is it recommended to have a filter pushing incoming data to a tmpform, and have all filterlogic in that form, instead of creating all wf connected to the system message form? Maybe some day Remedy change the emailforms, and of that reason I can see an advantage to have as litte wf as possible connected to the emailsforms, right or?

L ars Pettersson
Vattenfall Data AB
ARS Systems Engineer
S-461 88 Trollhattan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com
www.vattenfall.se



-----Ursprungligt meddelande-----
Fran: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]For Tami Palacky
Skickat: den 29 september 2004 17:41
Till: ARSLIST@ARSLIST.ORG
Amne: Re: Email Engine


We are running the same email engine and AR server versions and we have
Help Desk 5.1

We are currently using the email engine precisely that way. Our users
email a mailbox that filters through the Remedy AR System Email Mailbox
configuration form with the same email address.
Information desired is pushed to a regular form through a filter if
the 'Message Type' = "Incoming"
We then have another filter that pushes the values to HPD:HelpDesk filling
in the fields and default CTI and other required fields.
There is then a 3rd filter, execution order 550, that searches against the
People form that fills in the remaining fields on the Help Desk Case.
The configuration manager is set up so the default CTI is a skill for a
particular group. That group in turn, is emailed the help desk request.

This may not be the best way to utilize the email engine, but has worked
for us for 2+ years.

Tami Palacky
Senior Technical Support Engineer
FTI Consulting
Annapolis MD



On Tue, 28 Sep 2004 16:36:25 -0400, Jeremy Lam wrote:

>We would like to implement a process with email going into the incoming
>mailbox then get an Helpdesk ticket submitted. We are looking at the
email
>coming in as free format instead of using a template. The ticket
submitted
>need to capture the subject line for the Summary and body text onto the
>Details field. The CTI would be all default as we setup for those on
>specified on the Catergorization.
>Or anyone hear about any third party product which could streamline the
process.
>We are running ARS 5.1.2. (the same for the Email Engine)with ITSMHelpdesk
>5.5 on Windows 2000 server.
>Thanks!
>
>

>UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com

We use the email engine for the very purpose you are describing. Users
email a mailbox

We would like to implement a process with email going into the incoming
mailbox then get an Helpdesk ticket submitted. We are looking at the email
coming in as free format instead of using a template. The ticket submitted
need to capture the subject line for the Summary and body text onto the
Details field. The CTI would be all default as we setup for those on
specified on the Catergorization.
Or anyone hear about any third party product which could streamline the process.
We are running ARS 5.1.2. (the same for the Email Engine)with ITSMHelpdesk
5.5 on Windows 2000 server.
Thanks!

I do this using RemMail to some extent, although my model requires
specific information in the Subject line that determines the customer,
categorization and type of ticket to create (see
http://arsweb3.acs.unt.edu/helpdesk/RemMailNewCases.htm). If I had a
spare day or two I probably could add a few more filters to parse the
completely unformatted messages that you are talking about into tickets
with default categorizations (as a process to run AFTER the existing
filters check for properly formatted messages), but then, right now I
don't accidentally inject tickets into Remedy from spam messages either.
No matter what program you end up using to do this, you'll need a way to
filter out the spam.

The same mailbox handles all replies to our notifications (passed over
by a rule from the outbound JavaMail mailbox that ARS 5.1.2 sends them
out from), which is quite a bit more complicated in that the filters try
to correlate the message to a ticket and update the status and work log,
minus all of the indented, commented, or otherwise included text from
the original notification. We use filters with many set fields actions
that iteratively parse the message body to remove everything but the
actual reply, and have separate filters or filter sets for each of the
possible mail clients.

You can program against the RemMail engine in any way that you can
imagine, so there are lot of different ways for you to write the filters
that will do the work. BTW, RemMail was so reliable for the purpose of
parsing messages for injection or updates that we were already using it
back when the current ARS mail engine was version 4.5.2, and (unlike
5.1.2) was itself a reliable injector for formatted messages.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/

> -----Original Message-----
> From: Jeremy Lam [mailto:jlam@MDSI.CA]
> Sent: Tuesday, September 28, 2004 3:36 PM
> To: ARSLIST@ARSLIST.ORG
> Subject: Email Engine
>
>
> We would like to implement a process with email going into
> the incoming mailbox then get an Helpdesk ticket submitted.
> We are looking at the email coming in as free format instead
> of using a template. The ticket submitted need to capture
> the subject line for the Summary and body text onto the
> Details field. The CTI would be all default as we setup for
> those on specified on the Catergorization. Or anyone hear
> about any third party product which could streamline the
> process. We are running ARS 5.1.2. (the same for the Email
> Engine)with ITSMHelpdesk 5.5 on Windows 2000 server. Thanks!
>
>
>
> UNSUBSCRIBE or access ARSList Archives at
> http://www.ARSLIST.org (Support: mailto:support@arslist.org )
> ARSList is hosted by QMX SUPPORT SERVICES at www.QMXS.com
>

We are running the same email engine and AR server versions and we have
Help Desk 5.1

We are currently using the email engine precisely that way. Our users
email a mailbox that filters through the Remedy AR System Email Mailbox
configuration form with the same email address.
Information desired is pushed to a regular form through a filter if
the 'Message Type' = "Incoming"
We then have another filter that pushes the values to HPD:HelpDesk filling
in the fields and default CTI and other required fields.
There is then a 3rd filter, execution order 550, that searches against the
People form that fills in the remaining fields on the Help Desk Case.
The configuration manager is set up so the default CTI is a skill for a
particular group. That group in turn, is emailed the help desk request.

This may not be the best way to utilize the email engine, but has worked
for us for 2+ years.

Tami Palacky
Senior Technical Support Engineer
FTI Consulting
Annapolis MD



On Tue, 28 Sep 2004 16:36:25 -0400, Jeremy Lam wrote:

>We would like to implement a process with email going into the incoming
>mailbox then get an Helpdesk ticket submitted. We are looking at the
email
>coming in as free format instead of using a template. The ticket
submitted
>need to capture the subject line for the Summary and body text onto the
>Details field. The CTI would be all default as we setup for those on
>specified on the Catergorization.
>Or anyone hear about any third party product which could streamline the
process.
>We are running ARS 5.1.2. (the same for the Email Engine)with ITSMHelpdesk
>5.5 on Windows 2000 server.
>Thanks!
>
>

>UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com

We use the email engine for the very purpose you are describing. Users
email a mailbox

Hi, a related question, i know it's possible to set up multliple incoming mailboxes, or only have one. Suppose we will start using email engine for incoming emails, and in some cases create entries in different forms, is it recommended to have a filter pushing incoming data to a tmpform, and have all filterlogic in that form, instead of creating all wf connected to the system message form? Maybe some day Remedy change the emailforms, and of that reason I can see an advantage to have as litte wf as possible connected to the emailsforms, right or?

L ars Pettersson
Vattenfall Data AB
ARS Systems Engineer
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com
www.vattenfall.se



-----Ursprungligt meddelande-----
Från: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]För Tami Palacky
Skickat: den 29 september 2004 17:41
Till: ARSLIST@ARSLIST.ORG
Ämne: Re: Email Engine


We are running the same email engine and AR server versions and we have
Help Desk 5.1

We are currently using the email engine precisely that way. Our users
email a mailbox that filters through the Remedy AR System Email Mailbox
configuration form with the same email address.
Information desired is pushed to a regular form through a filter if
the 'Message Type' = "Incoming"
We then have another filter that pushes the values to HPD:HelpDesk filling
in the fields and default CTI and other required fields.
There is then a 3rd filter, execution order 550, that searches against the
People form that fills in the remaining fields on the Help Desk Case.
The configuration manager is set up so the default CTI is a skill for a
particular group. That group in turn, is emailed the help desk request.

This may not be the best way to utilize the email engine, but has worked
for us for 2+ years.

Tami Palacky
Senior Technical Support Engineer
FTI Consulting
Annapolis MD



On Tue, 28 Sep 2004 16:36:25 -0400, Jeremy Lam wrote:

>We would like to implement a process with email going into the incoming
>mailbox then get an Helpdesk ticket submitted. We are looking at the
email
>coming in as free format instead of using a template. The ticket
submitted
>need to capture the subject line for the Summary and body text onto the
>Details field. The CTI would be all default as we setup for those on
>specified on the Catergorization.
>Or anyone hear about any third party product which could streamline the
process.
>We are running ARS 5.1.2. (the same for the Email Engine)with ITSMHelpdesk
>5.5 on Windows 2000 server.
>Thanks!
>
>

>UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com

We use the email engine for the very purpose you are describing. Users
email a mailbox

Hey Everybody!

I am putting together a demo of the latest email engine for my boss. I have
installed on my pc:

Win2K
AR System 6.0
Help Desk 5.6
Email Engine 5.2 (I think - it is the newest version)

Merak Email Server 5.2 (using POP3 & SMTP for the email engine)

1. Will I be able to parse the email into a helpdesk ticket while using the
Merak email server?

2. Or do I have to use an Exchange Server exclusively?

3. If I can use Merak, then after sending an email using the template to
submit a ticket, shouldn't I see the ticket in the helpdesk forms?

4. I am pretty sure something is missing....

Thank You,

Chris Doble
mobile: 949-279-0212

Chris, I don't know about Merak, but we use the email engine with the
host unix server for the email server, so I know it doesn't have to be
Exchange. I don't have Helpdesk, so can't help you there. But in
general, you should be able to put a template together that will submit
a ticket. Jim.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Chris Doble
Sent: Wednesday, October 06, 2004 12:44 PM
To: ARSLIST@ARSLIST.ORG
Subject: Email Engine

Hey Everybody!

I am putting together a demo of the latest email engine for my boss. I
have installed on my pc:

Win2K
AR System 6.0
Help Desk 5.6
Email Engine 5.2 (I think - it is the newest version)

Merak Email Server 5.2 (using POP3 & SMTP for the email engine)

1. Will I be able to parse the email into a helpdesk ticket while using
the Merak email server?

2. Or do I have to use an Exchange Server exclusively?

3. If I can use Merak, then after sending an email using the template to
submit a ticket, shouldn't I see the ticket in the helpdesk forms?

4. I am pretty sure something is missing....

Thank You,

Chris Doble
mobile: 949-279-0212



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com

Chris,

You should be fine as the new Email Engine supports IMAP, POP, SMTP, MAPI protocols...
The only problem I have faced so far is with MS-Exchange server if you enable SPA, the
email engine cannot handle Secured Password Authentication.

So generally speaking, if your email server you are using uses anything else than the
usual email account ID and its password for authentication, then you might have a
problem... otherwise you should be fine..

Joe

--- Chris Doble wrote:

> Hey Everybody!
>
> I am putting together a demo of the latest email engine for my boss. I have
> installed on my pc:
>
> Win2K
> AR System 6.0
> Help Desk 5.6
> Email Engine 5.2 (I think - it is the newest version)
>
> Merak Email Server 5.2 (using POP3 & SMTP for the email engine)
>
> 1. Will I be able to parse the email into a helpdesk ticket while using the
> Merak email server?
>
> 2. Or do I have to use an Exchange Server exclusively?
>
> 3. If I can use Merak, then after sending an email using the template to
> submit a ticket, shouldn't I see the ticket in the helpdesk forms?
>
> 4. I am pretty sure something is missing....
>
> Thank You,
>
> Chris Doble
> mobile: 949-279-0212
>
>
> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com
>


=====
Joe DeSouza,
Remedy Technical Consultant,
CyberMAK Information Systems,
Kuwait.
Phone :- 00965 484 7068
Mobile :- 00965 940 6129








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I am submitting an email that has the body built from the exported template
of the HPD:HelpDesk form. SHould I be usinmg that, or the Remedy Support
Submission form for the submit template?

Thank You,

Chris Doble
mobile: 949-279-0212

We are in the process of upgrading from 5.00.01 to 6.00.01. This is the
first time we have had any experience with the email engine and we need
some help. We are using Remedy and external Authentication the key is
the email address, so we have the email addresses indexed and set to
unique, in Remedy, so we won't duplicate users. We use this on our
development, acceptance test and production server. In the past we had
set all the email address on our development and acceptance test sever
to a single email address. With the new configuration we don't want to
do this as we want our servers to match production as close as possible.
What I want to know is there an easy way change the email address the
email engine uses for out going mail before the message is sent.