**
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


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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!
>
>
>
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