I don't have an ITSM right now, but one way to "fix" this would be to create another filter fired after the one you detected that:
Runs if: z1D_ReqPrefix = INC0
Does a Set field:
z1D_ReqPrefix = INC
I thought of doing that, but realized that the prefix needs to be INC[1-9]. Just "INC" wouldn't work because the workflows will pick the word "Incident" or any other word with "INC" in it from the email subject. I don't want to build an elaborate fix as our environment isn't live at the moment. Hopefully BMC will log a defect and give me a fix.
Yes but then can't you catch that in the RBE rule itself?
I don't know something like:
NOT 'Subject' LIKE "RE: Incident%" for example or even putting the "9" cases in the RBE rule.
'Subject' LIKE "RE: INC1%" OR 'Subject' LIKE "RE: INC2%" (...)
Small Bug in OOTB RBE...
Rule - WorkIno Update for INC (Let Say).
Rule Says- ('Subject' LIKE "RE:%") AND ('Subject' LIKE "%INC0%")
When Someone reply from iPhone or iPAD outlook add Re and here its failing. we are on oracle so its case Sensitive.
That's what I said...
My Last Post was pointing to an issue which we faced in Our Live Environment. When Some one was replying thru an IPAD/IPHONE on a Given email It was adding Re . Since we are on Oracle this used to bypass the update rule and create a new incident. So we simply removed RE condition.
Just FYI if you are on Oracle and relying on OOTB rule and using Smart IT/My IT where people will use these devices for emails too.
I was talking about the previous post adding OR to Qualification
As for the RE we have kinda the same issue in France since you can have:
So we end up just adding several checks in the qualification
'Subject' LIKE "RE: INC0%" OR 'Subject' LIKE "Rép: INC0%"
However, the Rule Qualification only specifies which messages would be picked for processing an update to existing ticket. What it doesn't specify is how the INC ID will be extracted from the subject.
My problem is that the filter that extracts the INC ID from the subject picks the prefix (i.e. "INC0") from a different form (a form that I cannot seem to update). I have some idea on how to fix it but it will involve customizing multiple filters. As our environment isn't live yet, I will prefer for BMC to log a defect and provide a fix. This should work OOTB or with configuration.
BMC Support has informed me that Engineering team is currently working on a hotfix for this issue.
Thanks for the update
Can you please update this thread? I'm currently having the same issue on Smart IT. All the RBE rules work correctly. I can view/respond to emails via Incident Manager, but none of my worklog gets updated in SmartIT.
Version: 9.1.00 Remedy Smart IT - 1.4.00
If you had selected 'remove leading zeroes from ticket IDs' option at the time of Smart IT installation and if that is causing this issue then you can update RBE:Configuration form. You need to update 'Setting Value' field. [Where Setting Name= "Request Prefix"]
Original value is : INC0
Update it to : INC