Process FlowEnd User Mail Server Email Engine Action Request (AR) Server The above diagram explains the mechanism of creating a ticket by sending email to Remedy Email Engine.
Automating Ticket Creation Mechanism User send an mail to the a mail id or DL and It will be routed to the mailbox / server This will automatically create a ticket in the Remedy system An automated e-mail will be generated and will be sent back to the userConfiguration Steps, Install and Configure Remedy Email engine Set up a service account for running Email Engine Email Template should contain required fields (for mapping fields on Remedy template) Configure a filter to check attachments and add attachments in Help desk case Configure to filter “Reply, Out of office, Forward ” Emails for avoiding creationof duplicate tickets
Configuration Steps continue….Example, #AR-Message-Begin Schema: HD: <Schema> Server: <Server Name> Login: < Email User > Password: <*****> Action: Submit Format: Short Company Name : <Naavaai> Set up a mailbox in the remedy engine for incoming emails using MAPI Configure the outlook profile and set the pooling interval for checkingEmails at frequently (Example: 2mins) Configure a mailbox for sending out notification email about ticket creationto sender using SMTP
ChallengesConfigurations steps are simple. However email template will not be easy for usersto enter correct fields.Proposed Model1) User Interface - Webpage is where we can have all required fields for creating a ticket. (There will have an attachment option on the webpage)2) User will complete the form and Click on “Submit”3) Outlook Email template will be filled out with values from fields on this page and email will be triggered to Remedy email inbox4) Remedy will parse the template and create a helpdesk case in remedy5) Notification Email will be sent out to user
Remedy Request FormEnsure the required fields in the remedy request form or New template which willbe used for creating ticket should exist in the incoming email.