4 Replies Latest reply on Jan 17, 2017 5:31 PM by Mohammad Rehman

    Creating Tickets Via Outlook on a Custom Helpdesk Application

    Michael Aligbe

      Good Day People,

       

      The BMC Application referred to here is a Custom Incident Management application created on AR.

       

      Please i need any ideas on how to achieve this:

       

      1. My clients want to be able to create Incident tickets from MS Outlook.

       

      Please note that, to make sure auto assignment still works, the requester needs to be able to drop down and select the Incident Summary from outlook as well. I really need to know if there are plugins i can use for this.

       

      Regards,

      Mike.

        • 1. Re: Creating Tickets Via Outlook on a Custom Helpdesk Application
          Rahul Priyadarshy

          So the requirement here is to Create an Incident from Email  or in Short Email To Incident Creation. In Recent Version of Remedy (after 8.x ITSM) this feature is available OOTB and its Configurable.

          But Since You are using Custom Application so You need to write Custom Workflow to Achieve Same.

           

          (1) EMail will first Land to Ar System Email Messages form

          (2) Push This Email into Custom Staging form

          (3) Massage the Data into Staging form - Like Customer Name, Login ID etc

          (4) Identify Mandatory Fields to Create an Incident in Custom Form - Map these fields from Staging form.

           

          Above is a very high level steps or You can also use email templates.

           

          can we create remedy ticket sending emails(outlook)

           

          Regards

          Rahul

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          • 2. Re: Creating Tickets Via Outlook on a Custom Helpdesk Application
            Michael Aligbe

            Hello Rahul,

             

            Thanks for your response.

             

            I had already done as you specified and had two challenges:

             

            1. The mail sent comes in HTML and there are a lot of tags that comes with the body of the mail. The client here uses html as their default mail format, so this problem is persistent except if the requester manually selects "Plain text" before sending the mail, then it appears well. This is not sustainable.

             

            2. The auto assignment built into the application uses the summary of the ticket to automatically rout tickets to supports groups. The above solution doesn't give the requester the option of selecting the summary of the ticket they are logging. This solution only allows me assign to a team and the team will re-assign. This was rejected as it puts more work on the Service Desk team.

             

            Now we are looking for how to bring in the ticket summary and any other drop down fields into outlook. It can even be an Outlook form etc.

             

            Regards,

            Mike.

            • 3. Re: Creating Tickets Via Outlook on a Custom Helpdesk Application
              Rahul Priyadarshy

              So For Assignment Based on Summary Of the Incident- So for this Do you have Pre-Defined Summary Values or Email Subject Line will be Treated as the Summary of The Incident? I am not aware of the Outlook Forms or an Outlook Email to Show you a drop down of Summary Field.

               

              In Remedy You Can have a Back end Form which will keep the assignment routing data mapped with Summary of The Incident.

               

              Did you tried outlook Template ? Just saw something like this on google.

               

               

              Regards

              RP

              • 4. Re: Creating Tickets Via Outlook on a Custom Helpdesk Application
                Mohammad Rehman

                You can use the tags in the email body for fields you want to populate in the incidents. On staging form you can parse the message body to translate the tags.

                You can use Re: Regular Expression (Regex) AR API Filter Plug-in (v4.1) this api to parse the message body.

                For Example:

                #Summary: Here goes your summary#

                 

                I hope this help.

                1 of 1 people found this helpful