ServiceDesk

Hello and thank you for reading.  Is is possible to automatically map data submitted via email in versions 7?  In the past you could map items using syntax similar what is shown below:

{HelpdeskData}
{HelpdeskValue} workitem_status_lookup_id = 600 {/HelpdeskValue}
{/HelpdeskData}

Is this possible in version 7 and if so where would I find the possible fields in the customization guide? 

Thank in advance!

kb.altiris.com...search on customization

altiris.com/documentation. Its all done thru workflow now.

Thank you for your reply.  This is disappointing...

"The default values for normal Service Desk incidents are used to populate additional
information in the incident. For example, the status and urgency are assigned the
default values. "

Is there a way around this?  The reason I ask is that we use custom forms to the send the email to the service desk.  In 6.X we could customize every aspect of the ticket using the {Helpdesk} values.

@joe

I 've noticed you asked this before.  at

https://www-secure.symantec.com/connect/ja/forums/queued-incidents

can you elaborate what you need in 7.  i am sure i can answer or speak to australia..they know alot!

The way around it is to do things manually, a lot of the 'ease' that we had in v6 is long gone.  WF has more power, but its also more DIY.

One thing i have NOT seen yet however is how to get ticket comments out to include them in email.  On the incoming part, you are limited by the components and what they accept, however there is no reason you cant remap things as they come in, then feed that into the variable used in the create incident components.

This is ofcourse possible with Service Desk 7. My suggestion is you would have to customize the Email.Monitor workflow. Then in this workflow, since the email is an input you have what is typed in the body of the email. You would then parse this for each of the mappings

i.e. Search for {HelpdeskValue} workitem_status_lookup_id = 600 {/HelpdeskValue}

Then remove any spaces, and parse the string to get what is after the = and before the { symbol. Then you know it is workitem_status_lookup_id because you searched for it and the value since you parsed it.

I know it is a pain because it doesnt do this out of the box, as HD6 did. However, this customization isnt that painful, depending on how many of the Helpdesk 6 data fields you were looking at.
 

Thanks,

  David Ramazetti

  Senior Technical Solutions Consultant

  XCEND Group

I also use {} delimiters, and have in v6 for a long time, but ran into a problem with 7 where sometimes HTML email comes in and is converted to some other strange textish format, where the fonts are spelled out explicitly, and guess what they use for delimiters? Yup.. {}.  I have noticed it with email coming from outlook 2007, at the least.

So while they do appear to be unique they aren't 100%, so you want to take that into consideration as you setup the search rules so you don't get false positives. I ended up adding a "send mail" component to the end of the WF in the email box monitor just before ticket creation, that sent me the 'returned' variables after all my rules ran. This is how i narrowed it down, then adjusted my 'matches rule' parameters to be more granular.