4 Replies Latest reply on Feb 1, 2015 6:25 PM by Mussie Zemikael

    How to add attachments contained within email to incidents

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      Hi Guys,

      We are on ARS/ITSM 7.6.04, patch 2. We have a requirement to parse an incoming email and create an incident from it. This is fairly easy and I have done this multiple times in the past. But the incoming mail also contains an attachment that needs to be attached as a work info record to the incident that is being created. Any ideas how I can achieve that?

      Thanks,

      Mussie

        • 1. Re: How to add attachments contained within email to incidents

          Hi Guys,

          I tried using Incoming mail email templates by sending the below mail to a Remedy address. I can see the mails are received and I can also see a record is getting created in HPD:IncidentInterface_Create with an incident number. But when I perform a search for this Incident on HPD:Help Desk, this doesn't exist. Any ideas? Am I missing something?

           

          Schema: HPD:IncidentInterface_Create

          Server: ********

          Login: test

          Password: test

          Action: Submit

          z1D_Action!1000000076!:CREATE

          Status!7!: Assigned

          Description!1000000000!:[$$ This is a test #24$$]

          Company!1000000001!:TRANSGRID

          First Name!1000000019!:Test

          Last Name!1000000018!:Transgrid

          Phone Number!1000000056!: ###

          Contact Company!1000000082!:********

          Service Type!1000000099!:0

          Incident Number!1000000161!: EMAILSUBMISSION

          Incident_Entry_ID!1000000492!:

          Urgency!1000000162!:4000

          Impact!1000000163!:4000

          Prority!1000000164!:3

          Assigned Support Company!1000000251!:A

          Assigned Support Organization!1000000014!:B

          Assigned Group!1000000217!:C

          Categorization Tier 1!1000000063!:Fault

          Product Categorization Tier 1!200000003!:Software

          Reported Source!1000000215!:Other

          HPD_CI!303497400:TransA

          HPD_CI_ReconID!303522900:REGAA5V0FLJ25AMU8I2QBD24AGFK9J

          Detailed_Decription!1000000151!:[$$ free text - Notes $$]

          Login_ID!301921200![$$#test#$$]

          z1D_Activity_Type!301398600!:8000

          z1D_Secure_Log!301398900!:1

          z1D_View_Access!301399000!:0

          z1D_WorklogDetails!301329900!:[$$ attachment added to work info $$]

          z2AF_Act_Attachment_1!1000005791!:test.txt

           

          Regards,

          Mussie

          • 2. Re: How to add attachments contained within email to incidents

            Hi,

            I also tried creating incidents from HPD:IncidentInterface_Create, but nothing is happening. The records is getting created in 'HPD:IncidentInterface_Create' but not in the HPD:Help Desk form.

            Mussie

            • 3. Re: How to add attachments contained within email to incidents

              You can leverage "AR System Email Attachments" form where all attachment get stored.

              1. Create staging form of the AR System Email Attachments form.

              2. Write workflows to push the data from AR System Email Attachments to staging form along with Email GUID.

              3. once ticket gets on HPD:HelpDesk, push ticket number to staging form as a flag on the basis of Email GUID (this field is a unique identifier on AR System Email Messages and it must have pushed on HPD:HelpsDesk while creating ticket along with other values form AR System Email Messages ).

              4. on the basis of the ticket number, push attachment to Work Info.

               

              - Manoj

              • 4. Re: How to add attachments contained within email to incidents

                Thanks Manoj, I am able to resolve this by following the below format. All you need to do is create an incoming email configuration and make sure the email is sent to a particular address registered in the email configuration in the below format:

                 

                char-set: UTF-8

                Schema: HPD:IncidentInterface_Create

                Server: au-aps033

                Login: USER

                Password: ****

                Action: Submit

                Format: Short

                z1D_Action!1000000076!:CREATE

                Company!1000000001!:ABC

                Contact Company!1000000082!:ABC

                First Name!1000000019!:Test

                Last Name!1000000018!:User

                Login_ID!301921200!:ramirezc.test

                Status!7!: Assigned

                Phone Number!1000000056!: ###

                Service Type!1000000099!:0

                Description!1000000000!:[$$ This is a test #39$$]

                Detailed_Decription!1000000151!:[$$ free text - Notes $$]

                Impact!1000000163!:4000

                Urgency!1000000162!:4000

                Reported Source!1000000215!:Other

                Assigned Support Company!1000000251!: ABC

                Assigned Support Organization!1000000014!:FCG

                Assigned Group!1000000217!:ABC DBA

                Categorization Tier 1!1000000063!:Fault

                Product Categorization Tier 1!200000003!:Software

                HPD_CI!303497400!:ABC Unknown

                HPD_CI_ReconID!303522900!: REGAA5V0FLJ25AMU8I2QBD24AGFK9J

                z1D_Activity_Type!301398600!:8000

                z1D_Secure_Log!301398900!:1

                z1D_View_Access!301399000!:0           

                z1D_WorklogDetails!301329900!:attachment added to work info

                z2AF_Act_Attachment_1!1000005791!:test.txt

                 

                Regards,

                Mussie