Domino Application Captures Response From Phone using Email
Posted on 2006-06-08
We have an internal help desk application written in Notes 6. Users throughout the company may use our Extranet to enter new help tickets (and view existing tickets). A server agent (lotusscript) runs every few minutes and determines if new tickets have been placed (new meaning a ticket that has had no response from any technician yet). If it finds a new ticket the agent emails the appropriate help desk person (the code I use to do this is listed below for reference).
This all works fine.
When techs get a notification, it is sent to their work email address and to their cell phone email address. At times the tech may be somewhere inconvenient for immediate access to a browser (the company phones don't have accounts that pay for net browsing). But they can call the user and get started. However without getting to a browser, we don't know that the tech is on the job and the agent keeps running and sending notices.
The tech's phones can reply to these emails. I would like someone to point me in the right direction, so that I can get my notes database to:
1) Format the email so there's a built in reply for "Got it, working on it"
2) Be able to accept this reply from the tech's phone
Any ideas appreciated
If (mailDb.IsOpen = False) Then Call mailDb.Open("", "")
Set mailDoc = mailDb.CreateDocument
mailDoc.Form = "Memo"
mailDoc.SendTo = sendTo
mailDoc.CC = cc
mailDoc.BCC = bcc
mailDoc.Subject = subject
Set rtItem = mailDoc.CreateRichTextItem("Body")
If Not(linkTo Is Nothing) Then
Call rtItem.AppendDocLink(linkTo, "Double-click to open document")
ReturnValue = True