CA Service Management

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  • 1.  Configure rules/action for ticket creation

    Posted May 12, 2025 08:00 AM

    Hi All,

    Good day to you.

    May i know how to prevent ticket creation from follow-up emails in CA SDM when using the Email-to-Ticket? 

    Please advise since this issue make a lot ticket auto been created.

    Kindly advise.

    Thank you.

    Regards,

    Sukry



  • 2.  RE: Configure rules/action for ticket creation

    Broadcom Employee
    Posted May 12, 2025 08:42 AM

    Hi Sukry,

    I would recommend for you to review https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox.html and check out the `Filter String` and `Action`  definitions then https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox.html#concept.dita_9c24c679f763812b6a2a5e2359031b361c1a2b86_FilterStringObjectIdentifierRestrictions.

    SDM Supports extracting the object_id from the received email, as long as one is provided in the email, to perform an update or create a new ticket.

    Sebastian

     


    Original Message