Requester name scrubbing?
We've seeded our SD+ requester info from AD. We've allowed email to be used as a means to initiate a ticket. But we're seeing the name in the header being used as the requester name, which results in our having all kinds of requester names.
Short of removing all requester names (is that even possible, since they'll be tied to old tickets?) and reseeding from AD, how does one manipulate the name coming from email?
Is it possible to do one of the following?
1) Set up a business rule that says "If the name of the requester coming in isn't known via a scan of the known requesters, then change the name to email_submitted"
2) Enter the database and do the same, but using perhaps an external file for comparisons (since the internal list will be affected by these names already)
3) Scan the known list of names against AD as a separate event (say every week or so) and do the same kind of name conversion (with the exception of the email_submitted name :-) )
Anything else?
Since this is similarly impacted by a typo on a ticket creation, is there a way to have that field be a dynamic/scripted field, and auto-populate a field with likely names by matching the first characters as I type? (I know, it's a web page, stateless, and anything dynamic would mean lots of traffic.)
or make a field setting in the mail setup that says "verify incoming user against a known list" or put it on hold immediately for verification?
Justin
Short of removing all requester names (is that even possible, since they'll be tied to old tickets?) and reseeding from AD, how does one manipulate the name coming from email?
Is it possible to do one of the following?
1) Set up a business rule that says "If the name of the requester coming in isn't known via a scan of the known requesters, then change the name to email_submitted"
2) Enter the database and do the same, but using perhaps an external file for comparisons (since the internal list will be affected by these names already)
3) Scan the known list of names against AD as a separate event (say every week or so) and do the same kind of name conversion (with the exception of the email_submitted name :-) )
Anything else?
Since this is similarly impacted by a typo on a ticket creation, is there a way to have that field be a dynamic/scripted field, and auto-populate a field with likely names by matching the first characters as I type? (I know, it's a web page, stateless, and anything dynamic would mean lots of traffic.)
or make a field setting in the mail setup that says "verify incoming user against a known list" or put it on hold immediately for verification?
Justin
