Hi Subject -> to Description, body -> Information + Attachment(if allowed), but you can upload by fields if set in body as FieldName=value: Solution=Ready , if you rename this field to Result, then must use: Result=Ready
What I were looking for was a list of valid fieldnames; for example I would like to set the 'To Workgroup'-field in my first email to SD but it doesn't seem to work... I've tried To Workgroup=SUPPORT, 'To Workgroup'=SUPPORT, "To Workgroup"=SUPPORT, =SUPPORT but none of these seems to work. Do you know the correct signs to use? Is all fieldnames valid to use with email?
As far as I know the format of the field names has to be exactly right. When I want to check exactly what the name is I check how the name of the field appears ina DB rule condition and use exactly that. For example, to update the assignment I have to use Assignment (More);To workgroup
If you set the permissions for inbound email to be "Only existing persons" then SD will make the Caller the person who has the email address; if you leave it as unrestricted then the Caller is left empty.
You set these by Tools>System> System Panel>Email select the Email commands tab and then double click on the New command in the list.
Just picked up on this thread but am having trouble deciphering the answer(s)!? Unless I have got the wrong end of the stick (which is usually the case).
We would like to do the same here and are currently tinkering also. We are looking at having an external call centre take calls outside of our internal service desk manned times and one option would be for them to email firstname.lastname@example.org with the call which of the body of the email could be ...
CALLER: WOODST DATE_OF_CALL: 08/09/2007 TIME_OF_CALL: 12:00:00 CONFIG.ITEM: SERVER01 DESCRIPTION:I would like to report server01 is down. CI_INCONSISTENT:Y
Therefore the data above would go into the fields in the service call - BUT - I cannot find the correct list of fieldnames anywhere ...
So, my question (/reply) is ... is the above possible, and if so there a handbook which lists the above fields (i.e. is it CONFIG.ITEM or CONFIGURATION_ITEM or CITEM etc) ...
I have rummaged in all the OV PDFs I can find on the original install CD but cannot find any reference for this.
Any ideas / pointers in the right direction would be most appreciative.
... unless the NEW email command only puts the BODY text of the email (i.e. all my fields) into the Description field and then our Service Desk agent then goes into the call and moves the field data from the description into the other fields ... but that would be pants wouldn't it ?
Tomorrow we are looking into using the loadobject (as an optioanl alternative) to import service calls - this looks like it has better flexibility - we have already used loadobject to import events so it shouldn't be to hairy.
As far as I know, it's NOT possible to add such a line as CONFIG.ITEM: SERVER01 when you're using the New command. It can only be done by using the Update command i.e Update 4848 (service call id), so we're not using this functionality right now...
I also miss a complete list of field names that can be used...
Thanks Mathias. We have now chosen to go down the loadobject route instead of email import.
We find it much more flexible and have imported a Service Call successfully with a few fields.
However we have come across a problem where we cannot uniquely identify the Caller. Import by Caller name is OK if there is only one person of that name in Openview, however if there are two persons with the same name, it errors (logfile) and wil lnot import.
The Search code isnt (albeit should be) unique so we cannot use this.
We are trying to use the PERSON OID but cannot see a "Person OID / Caller OID" in the import mapping template.
I guess we are looking to a "loadobject" training course or perhaps buy a book ... LOADOBJECT for Dummies :)
I will continue the quest of trying to import caller by Person OID and if I find it I will publish it here.