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

New Incident submission by email

indicative

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
    indicative

    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
    indicative

    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
    indicative

    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
    indicative

    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
    br_ramesh

    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
    br_ramesh

    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
    br_ramesh

    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