14 Replies Latest reply: Nov 28, 2011 5:25 AM by Mohammad Ali Asaad RSS

    New Incident submission by email

    Abhay Sathe

      Hi,
      I am trying to familiarize myself with the Incident Management part of Service Desk.
      So Far I have installed the following:

      1) AR system Version 7.0.01
      2) Email engine
      3) CMDB Version 2.0.1
      4) Assignement Engine 7.0.1
      5) Approval Server 7.0.1
      6) Incident Management 7.0.2

      I was able to use the 'AppAdmin' user from the 'My Company' example to create
      and assign an incident. I have also set up the email accounts and tested them
      using the method suggested in 'Administering the BMC Remedy Email engine'.
      After that I also tried a query using the email engine and got a reply that the form
      did not exist on the server (possibly because I did not use the correct schema name).

      I am now trying to determine the correct syntax in the email for querying my
      newly created incident, and submitting a new one. Could someone point out
      the correct syntax or show a document that has the instructions for this ?

      Thanks for the help!

      - Abhay

        • 1. Re: New Incident submission by email
          Vincent RIEDWEG

          Hi,

          Look at this thread http://communities.bmc.com/communities/message/12403&#12403

          The method to submit an incident by email is the same.

          The syntax to query a form by email is documented in the Email Engine admin guide.

          Vincent.

          • 2. Re: New Incident submission by email
            David Fiel

            To create an incident, you should submit to the form HPD:IncidentInterface_Create, as it is much easier than submitting to HPD:Help Desk itself.  The email templates are covered in Email-Engine-700.pdf, Appendix A (Examples of email templates), page 263. 

            To export mail templates

            1 In BMC Remedy Administrator, select a server to administer.

            2 Choose Tools > Export Mail Templates.

            • 3. Re: New Incident submission by email
              Abhay Sathe

              Thanks,
              The concepts, architecture and Email white papers are useful. I have also
              exported the email templates as suggested.  May I keep this thread open
              while I work on the email account and assigning proper groups/licenses so
              I can post my progress, questions and findings for a full Incident submit/query/update
              cycle for the sample user and company that came with the install?
              Thanks again!

              • 4. Re: New Incident submission by email
                Abhay Sathe

                Hi,
                I have been able to query an incident submitted via the GUI by email, but my
                submit for new incident does not produce an Incident, that I can see by
                searching on all incidents. Oddly, Remedy does not report any error, but
                it does not provide an Incident number either. I also can't find any errors on
                my submit by searching with the 'AR System Email Error logs' form.

                Could anybody help? Thanks in advance.
                - Abhay

                My Setup: I created an email account for the 'appadmin' user
                The query and response for Remedy is below.

                QUERY:
                Schema: HPD:IncidentInterface_Create
                Server: <my server name>
                Login: appadmin
                Password: <my password>
                Action: Submit
                Format: Short

                Last Name* !1000000018!: Admin
                First Name* !1000000019!: App
                Service Type !1000000099!:  User Service Restoration
                Impact* !1000000163!: 3-Moderate/Limited
                Urgency* !1000000162!: 3-Medium
                Description !1000000000!: Incident 3 Submit
                Status !         7!:  New
                Reported Source !1000000215!: Email

                RESPONSE (From Remedy):

                Instruction:    Submit
                Instruction Number:    1
                Instruction Template:   

                Status:  New
                Incident Number:

                My query for reading an existing incident worked:

                Schema: HPD:Help Desk
                Server: <my server>
                Login: appadmin
                Password: <my password>
                Action: Query
                Format: Short
                 Incident Number !1000000161!:INC000000000001

                In response I got the info from incident number INC000000000001:

                Instruction:    Query
                Instruction Number:    1
                Instruction Template:   


                Status:  Assigned
                Incident Number:  INC000000000001
                Description:  First Incident
                SLM Status: 
                First Name:  App
                Incident Association Type: 
                Last Name:  Admin
                Contact Company:  My Company
                Assignee:  App Admin
                Assigned Group:  Internal Support
                Reported Date:  Sep 27, 2007 6:07:59 PM
                Priority Weight:  0
                Priority:  Medium





                • 5. Re: New Incident submission by email
                  Vincent RIEDWEG

                  Hi,

                  According to the integration white paper, you have to specify a value for the field z1D Action to force the "real" incident submission by workflow...

                  Actually, the record is correctly created in the HPD:IncidentInterface_Create, but the workflow haven't create a record in the HPD:Helpdesk form because the z1D Action field is empty...

                  I hope that helps...

                  Vincnet.

                  • 6. Re: New Incident submission by email
                    Abhay Sathe

                    I Think I got closer. I am now getting the following message:

                    Instruction:    Submit
                    Instruction Number:    1
                    Instruction Template:   

                    Message Type: 
                    Message Number: 1291039
                    Message Text:
                    Appended Text:  The incident location information is invalid.  Use the menus on the Region, Site Group, and Site fields or the type ahead return function on the Site field to select this information.

                    Obviously, I am missing some information in the form submitted below. Is the
                    'Company' and 'Site' information from the user 'App Admin' not sufficient ?
                    Do I need to add more fields to incident description that might be useful to
                    determine the location information ?

                    Thanks for all your helpful suggestions.
                    - Abhay

                    # Login Info
                    Schema: HPD:IncidentInterface_Create
                    Server: <server>
                    Login: appadmin
                    Password: <pass>
                    Action: Submit
                    Format: Short
                    !z1D_Action! : CREATE

                    # Location Info
                    First Name* !1000000019!: App
                    Last Name* !1000000018!: Admin
                    Phone Number* !1000000056!:###
                    Company+ !1000000001!: My Company<br />Site+ ! 260000001!: Headquarters<br /><br /># Severity Info<br />Status !         7!:  New<br />Impact !1000000163!: 3-Moderate/Limited
                    Urgency* !1000000162!: 3-Medium
                    Priority !1000000164!: Medium
                    Weight !1000000169!: 0

                    # Incident Description
                    Description !1000000000!: Incident 3 Submit 9
                    Service Type !1000000099!:  User Service Restoration
                    Reported Source !1000000215!: Email


                     

                    Message was edited by: indicative

                    • 7. Re: New Incident submission by email
                      Abhay Sathe

                      I finally got all fields in the query to the point that my Submit query worked.
                      here is the full syntax that worked for me, for the 'My Company'
                      user 'App Admin' that comes with the install.

                      Thanks for all the helpful mails! I could not have made progress
                      without you.

                      - Abhay

                      Schema: HPD:IncidentInterface_Create
                      Server: <your Server>
                      Login: appadmin
                      Password: <your password>
                      Action: Submit
                      Format: Short


                      !z1D_Action! : CREATE
                      First Name* !1000000019!: App
                      Last Name* !1000000018!: Admin
                      Phone Number* !1000000056!:###
                      Company+ !1000000001!: My Company<br />Organization !1000000010!: IT Operations<br />Department ! 200000006!: Customer Support<br />Site+ ! 260000001!: Headquarters<br /><br />Status !         7!:  New<br />Impact !1000000163!: 3-Moderate/Limited
                      Urgency* !1000000162!: 3-Medium
                      Priority !1000000164!: Medium
                      Weight !1000000169!: 0

                      Description !1000000000!: Incident 3 Submit 11
                      Service Type !1000000099!:  User Service Restoration
                      Reported Source !1000000215!: Email

                      • 8. Re: New Incident submission by email
                        David Fiel

                        The BMC Remedy IT Service Management 7.0 Integrations white paper is available here:
                        http://documents.bmc.com/supportu/documents/57/41/65741/65741.pdf

                        • 9. Re: New Incident submission by email
                          ramesh ramanagoudar

                          Hi,

                          When I create a incident from email, I am creating a filter on submit to push data to the Interface_create form. I am not able to push the attachments to the interface form. As attachments are stored in the AR Email Attachment form. Are there any OOB workflow to push the attachment from AR email messages to the Interface?? What should be the best solution for the same

                          • 10. Re: New Incident submission by email
                            Cindy McCririe

                            To add an attachment you have to do this as a second pass using z1D_Action = “MODIFY”. Because you are running through a modify operation you will need to add the incident number to the AR System Email Messages form to match which incident you want to modify.

                             

                            Step 1     Modify the filter HPD:HIJ:ModifyIncident_210_CreateWorklog to also push the attachment field.

                                           Note: This is a known bug.

                            Step 2     On the AR System Email Attachment Join form bring in the attachment field from the AR System Email Attachment form.

                            Step 3:   Add display only field to the AR System Email Attachment Join form to hold the Incident Number.

                            Step 4:   Update filter HPD:HII:CreateIncident_010_SetINCNumber`1 to add an additional run if condition   ‘TR.Incident Number’ = $NULL$

                                           Note: The reason we are adding this run if condition is to prevent this filter from firing when we submit an Incident from an email with an incident number.

                            Step 5:   Add a display only field for Incident Number on the AR System Email Messages form. (Hint make a copy from the HPD:IncidentInterface_Create form to make it easier to create the next set of workflow

                            Step 6:   Make a copy of the filter HPD:HII:CreateIncident_010_SetINCNumber`1 and then attach it to the AR System Email Messages form.

                            Step 7     Add workflow to push the email information to the HPD:IncidentInterface_Create form. (Sounds like you’ve built this with your templates.)

                            Step 8:   Create a filter to push the Incident Number to the AR System Email Attachments Join form into the display only field we created in step 3.

                            Step 9: Create a filter to modify the matching Incident.  Use the HPD:IncidentInterface form to push the attachment information.

                            ·          Apply a run if condition to make sure the email has an attachment field associated.·          Make sure the z1D_Action field is set to MODIFY.·          Make sure the Incident Number gets pushed to the Incident Number form on the interface form.·          Populate the work info fields, and push the attachment into the attachment field z2AF_Act_Attachment_1.

                            • 11. Re: New Incident submission by email
                              ramesh ramanagoudar

                              Step 6:   Make a copy of the filter HPD:HII:CreateIncident_010_SetINCNumber`1 and then attach it to the AR System Email Messages form---

                              If we do this it will genereate a new set of Incident Id. I don't think it will work. Let me know your views on the same. And for your info I am not using the Email templates, I am creating a Incident record whenever there is a incoming mail.

                              • 12. Re: New Incident submission by email
                                Cindy McCririe

                                Step 6 is really to catch any case where an incident number wasn&#39;t generated.

                                This filter should have an execution order of 510 and execute on Submit.

                                            The run if qualification should be 'TR.Incident Number' =  $NULL$ AND 'Message Type' = "Incoming"

                                Note: In my tests I didn't use templates either. Step 7 was just to create an incident through the HPD:IncidentInterface_Create form. Without templates you may need to hardcode some data or do an additional look up in the people record.

                                • 13. Re: New Incident submission by email
                                  ramesh ramanagoudar

                                  Hi,

                                  I had created the workflow which will update the attachment from the email to the incident, but the attachment are not gettting added in the Incident form. It was working fine for some time but now things are not getting attached. I have checked the log, there it gives the path where the attachment is stored.

                                  Do we have change any settings for this problem?

                                  Thanks
                                  Ramesh

                                  • 14. Re: New Incident submission by email
                                    Mohammad Ali Asaad

                                    actually by my experience the documentfrom Mr. Dfile is the best I ever see in BMC ITSM integration in solving your question