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Hello Again
I need another help please ,we configure email listner and any user send email to helpdesk@tsrm.local , maximo creates a new SR , status Open , it maps Email's Dsiplay name , and add it in Maximo (Created By) , Emails Subject to SR Summary , Emails body to SR Details and maps email to SR's email and its works good , our customer has IBM Network Manager and Network manager sends critical event to servicedesk@tsrm.local too ,our customer has 6 departments (1-application service desks (agents) 2 application service desk manager, 3-asset SD agents 4-asset SD manager, 5- Network SD agents 6-Network SD managers) what i need that when servicedesk@tsrm.local receives Email from Network Manager it opens a new Service Request and assigned it to Network Department and notify service desks agents with email service request service is Email )
our email server is lotus
type:pop3
Workflow:IBEP
Can anybody help please
When you take it apart the email listener functionality is pretty simple, it
is just a workflow. Can you not just run an escalation against these new SRs
as they are created and assign them appropriately? This assumes of course
that there is something that differentiates them from other entries such as
the sending email address which is translated to created by as you
mentioned.
Chris.
On Wed, Jul 27, 2011 at 2:51 PM, RABBITs ProZone <rabbitprozone@yahoo.com>wrote:
> **
>
>
> Hello Again
>
> I need another help please ,we configure email listner and any user send
> email to helpdesk@tsrm.local , maximo creates a new SR , status Open , it
> maps Email's Dsiplay name , and add it in Maximo (Created By) , Emails
> Subject to SR Summary , Emails body to SR Details and maps email to SR's
> email and its works good , our customer has IBM Network Manager and Network
> manager sends critical event to servicedesk@tsrm.local too ,our customer
> has 6 departments (1-application service desks (agents) 2 application
> service desk manager, 3-asset SD agents 4-asset SD manager, 5- Network SD
> agents 6-Network SD managers) what i need that when servicedesk@tsrm.localreceives Email from Network Manager it opens a new Service Request and
> assigned it to Network Department and notify service desks agents with email
> service request service is Email )
> our email server is lotus
> type:pop3
> Workflow:IBEP
> Can anybody help please
>
>
>