Comments on: Part 5: Updating Incidents from Incoming Email with the Remedy Email Engine

By: Part 4 – Creating the Incident via the Remedy Email Engine | William Rentfrow's Blog

Tue, 29 Jun 2010 21:36:11 +0000

[...] This brings up to our next concern – how do we update Incidents via email? That is in part 5. Social BookmarkingSHARETHIS.addEntry({ title: "Part 4 – Creating the Incident via the Remedy [...]

By: links for 2010-01-06 « John Borwick's blog

links for 2010-01-06 « John Borwick's blog — Tue, 13 Apr 2010 03:43:47 +0000

[...] Part 5: Updating Incidents from Incoming Email with the Remedy Email Engine | William Rentfrow's… (tags: remedy update incidents incoming email engine blog incident workflow) Comments (0) [...]

By: William

William — Tue, 21 Jul 2009 01:11:45 +0000

Yes, I would try that. You might try doing them as seperate active links with sequential exectution order.

If that fails – export the form and workflow and send it to me (if you’d like) – I’ll take a look at it. William.rentfrow at gmail.com

By: Robert

Robert — Mon, 20 Jul 2009 21:55:47 +0000

Nevermind. I answered my own question. It is working now. Thanks for your help!

By: Robert

Robert — Mon, 20 Jul 2009 21:24:35 +0000

What it seems like now is that it is not reading IncStart and just returning 14 for IncEnd. Should I set these as 4 seperate set field actions?

By: William

William — Mon, 20 Jul 2009 20:37:42 +0000

I am guessing the command needs to be reversed – it sounds like the start is in the end and vice versa (not sure why).

Reverse it and post the results please.

By: Robert

Robert — Mon, 20 Jul 2009 20:11:33 +0000

Actually, looking at it today I am seeing a message with IncStart of 27 and IncEnd with 14. I pretty much copied this verbatim and everything else worked fine.

By: William

William — Wed, 15 Jul 2009 03:50:07 +0000

It sounds like the first two actions in the AL are working correctly. It’s finding the start/end of the Incident ID.

What do you see in the log files for the third action (copied below)?

-Set Incident ID to:
SUBSTRC($Subject:$, $IncStart$, $IncEnd$)

By: Robert

Robert — Tue, 14 Jul 2009 20:49:32 +0000

When I try to strip the Incident ID it dumps ’12′ in IncStart and ’26′ in IncEnd. It never enters anything into the IncidentID field. Am I missing something?

By: William

William — Mon, 08 Jun 2009 15:48:31 +0000

Stripping the Incident ID is handled by doing the following:

1.) Add 2 temp number fields to the form named something like IncStart and IncEnd. You should also have an Incident ID field.

2.) Set up a filter with a “Run If” like this:

‘Subject:’ LIKE “%INC[0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9]%”

3.) Add these 4 “Set Fields” actions:

-Set IncStart to:
STRSTRC($Subject:$, “INC”)

-Set IncEnd to:
$IncStart$ + 14

-Set Incident ID to:
SUBSTRC($Subject:$, $IncStart$, $IncEnd$)