Do you mean ,creating an incident or ticket in Remedyforce using email ?
If Yes then please have a look at below documentation for same.
i know the process for creating incident as a case
i want to know for the process od creating a Problem as a case
I am confused about, whether you are trying to create 1st problem n then to case or vise versa; can you please elaborate more on your exact use case?
However please go through following discussion, you might get some pointers.
No i dont want to create incident , only Problem .
2 of 2 people found this helpful
Rajkumar Meher wrote:
As like whenever we email to a particular Id to create a case in salesforce, can we set up the same for creating a problem ticket
Please suggest, if is there any process exist, if not then can we configure any process to create it .
I think if you want to create a problem from email (instead of an incident) you need to build a custom email apex class.
(and by the way - I don't think you should create problems via email...)
4 of 4 people found this helpful
I can easily create a new Apex email listener if you like, but from a process perspective as Ann suggested, that’s not what you want.
A problem is related to an incident to find a root cause for a recurring incident or as proactive investigation. Not something an end user should do.
What is the use case in detail?
Thanks for the quick response and your interest, As per the incident we can set an SLA for different severity,
But sometimes we need to create a direct problem for service request and assign to a team. which does not need any SLA to count down.
If you can create an apex email listener, this will helps a lot to me.
Thanks in advance,
OK, not sure if I completely understand. So from a Service Request you would need to create a problem. Why not do it with Process builder. If the Servcie Request meets the criteria create a problem.. Will that help? Why the need for email.
Again, very happy to create it, but still don't get the usecase.
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Some time for any root cause we directly link a problem to the case, and sometimes we know the root cause no need to assign to any team, at that time we want to create a problem for the fix, whether in code any patch or any change management, for that we have to wait for the maintenance activity, so that we will update and restart servers .
If you can write the code, it will be a great help.
Let me know when you will write the complete code, i want to test it .please give me the code to learn, i am new to apex