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