Update/populate external ID based on string in e-mail body/comment + keeping attachments
Hi,
1. We've set up a notify rule for escalation of incidents to external service provider by way of assigning the incident to a dummy worker, which in turn e-mails the incident data to their service desk system. This works fine. However, there is no correlation between our incident IDs in AexHD and their Call IDs. So, we have to do some manual labor in order to keep track of their call ID number when an incident is returned/updated from their service desk.
What I would like to do is to "pick up" their call ID from e-mail and automatically update/populate the external ID field in the internal incident based on a static string in the e-mail body (i.e "Vendor ID: $NUM$) or "Comment".
Is this possible?
2. When incidents are escalated and forwarded to external service provider by way of notify rule, attachments are not forwarded. Is there a way to also forward relevant attachments? Users often provide screenshots etc which would be very useful for the service provider.
Comments
I too would like to see a solution to this if anyone has insight
I too would like to see a possible solution to this??? Anyone???
One way might be to ...
... write an incident rule that looked for the vendor ID text in the comment after the email response has been received and processed and then set the external ID reference field using the HDQUERY[[ ]] and an appropriate SQL query to extract the next X digits past the Vendor ID from the comment. The only issue may be incident may not have been committted to the database in which case there wouldn't be a record for HDQUERY[[ ]] to select.
The forward attachments is in the KB as a fetaure request that I guess will now not be implemented.
Steve
Here is the query I use to extract data from the comment...
We have a similar situation where we need to cross reference a reference number from HR. We are lucky in that we worked with HR, so the number is always 6 digits long, and is it encapsulated inside an XML tag <TrackingID>123456</TrackingID>. Regardless, the PATINDEX command tells the SQL server to find the beggining of the string "<TrackingID> - move 12 characters forward, and then extract the next 6 characters.
This is an incident Rule, so you have to find some other criteria to match on so it will execute. (replace the <TrackingID> with whatever preceeds the string you want to extract.
Set "External ID" to "HDQUERY[[select substring(comment,(PATINDEX('%<TrackingID>%',comment)+12),6) from dbo.workitem where number = WORKITEM(WORKITEM_number)]]"
As for attachemnts, there is a Macro called AttachmentList. I believe you can use that in your notify template to send the attachments.
Rob
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