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Need Some Help with Automated Incidents

Created: 04 Jun 2007 • Updated: 04 Jun 2007 • 1 comment
jasoncordell's picture
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Hey Everyone,

I am trying to automate some menial tasks and need some help. The final task for a DS imaging or PCT job is a vb script that will send an email to incidents@mydomain.com. This will cause an incident to be automatically created. Since we have bunches of these per day, I don't really want to have someone have to go into each incident and change a couple fields and close it.

I was given a tip on Altirigos to use {HelpdeskValue} in the email to set the values in the incident, but I can't seem to make it work yet.

I did some poking around on the web and I was able to find the DataIsland info in the formats.xml file and found that I should be able to use the following fields.

workitem_priority_lookup_id
workitem_status_lookup_id
workitem_category_tree_value
workitem_external_reference
workitem_action
workitem_source
workitem_category_lookup_id
workitem_assigned_to_worker_id
workitem_type_lookup_id
workitem_owned_by_worker_id
workitem_urgency_lookup_id
workitem_impact_lookup_id
workitem_close_code_lookup_id
workitem_link_parent_number
workitem_link_type_lookup_id

Here is some of what I have tried:

{HelpdeskData}
{HelpdeskValue} workitem_status_lookup_id = 600 {/HelpdeskValue}
{HelpdeskValue} workitem_category_lookup_id = 1 {/HelpdeskValue}
{HelpdeskValue} workitem_category_tree_value = 367 {/HelpdeskValue}
{HelpdeskValue} workitem_close_code_lookup_id = 200 {/HelpdeskValue}
{/HelpdeskData}

I looked in my incidents database to get the values that I plugged in.

This info is always removed from the body of the email when the ticket is created, so I am thinking that it understands the general concept of what I am trying to do, but something isn't working right.

Does anyone have any info on this topic, or is anyone actually doing this and could maybe share the format of their email?

I would also like to know what is involved in editing this XML file to add additional fields (like asset name).

Thanks,
Jason

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jmadigan's picture

Did you check to see what format the emails are being sent out as? When I was looking, it didn't like html and would only work with the data island in plain text.

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