1 Reply Latest reply on Apr 5, 2019 6:02 AM by Amit Jaiswal

    Mapping 3rd Party servicedesk tickets into object field

    Gary Jackson



      i am fairly new to Remedyforce and have manged the basics of flows and filed sets etc.

      but i am having a problem with the below scenario.


      our organisation creates incidents from our clients emails, on occasions we have to log the incident to a 3rd party servicedesk.

      now i want to keep all the email trail with in remedy i.e we forward an email with in the incident to the 3rd party.

      this creates an auto email from the 3rd party servicedesk.  the email always has the subject Call Logged - Incident: XXXXX.


      how can i link the number in the subject (XXXXX) to my 3rd party custom field that i have created.


      i mapped the field but i presume it would need the delimiter # and the 3rd party wont change there email, do i have to go down the route of  field update and templates?

        • 1. Re: Mapping 3rd Party servicedesk tickets into object field
          Amit Jaiswal

          Hi Gary,


          You have not pasted an example of your incoming email, so I will make some assumptions. Can you confirm if the emails are generating Incidents at all?


          In your mappings, I see you have mapped fields like Category, Impact, Urgency to the BODY.

          If the BODY has the delimiter on the Email Keywords, then only it will work.


          As far as 3rd party log number is concerned which is mapped to Subject field, with the Call Logged - Incident as email keyword, you wont be seeing any mapping.

          Hence I suggest to do the following:

          1. Clear the "email keyword" field for 3rd party log number field.

          2. It will dump the entire subject line in incident creation.

          3. Add a work flow with field update which will extract the actual number from the subject line.

          Workflow rule criteria If 3rdPartyfieldNumber != ''

          FIeld update formula:

          Then Update the 3rdPartyNumber field with a formula.

          Formula: SUBSTITUTE( 3rdPartyfieldNumber__c, 'Call Logged - Incident: ', '')


          Basically, the formula will replace the text 'Call Logged - Incident: 'with nothing leaving just the number in that field.