CA Service Management

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  • 1.  Files that Mail eater uses

    Posted May 22, 2015 07:39 AM

    Hi All,


    Please can anyone help me with the process that happens after an email is sent to create a ticket.

    How does the mail eater act??

    And are there any specific files that it uses??


    I am aware of text_ap.cfg file which has keywords and email defaults.

    Please let me know about other files that will be used in this process.


    Thanks & Regards,


  • 2.  Re: Files that Mail eater uses

    Broadcom Employee
    Posted May 25, 2015 12:40 AM

    Hi Sireesha,


    Prior to release 12.5 of Service Desk, there was a file called pdm_maileater.cfg in the NX_ROOT\site folder that controlled the maileater behaviour. For 12.5 and beyond this file was replaced with Mailboxes and Mailbox Rules. These are defined under Administration-> Email in the user interface. The Mailboxes are the email server and accounts that the maileater monitors and the Mailbox Rules define what emails will be processed by maileater and what action will be taken with the taken  (e.g. Create/Update Incident).


    This link will provide further information. 




  • 3.  Re: Files that Mail eater uses

    Posted May 25, 2015 04:31 AM

    Thanks Gordon for the information !!


    We have an issue with chinese characters.

    When chinese characters are used in the email body, some of the charachters are displayed as question marks.


    Please if you are aware of this issue let me know where to look, since I have looked at all the places which you have mentioned above. Nothing seems wrong.

  • 4.  Re: Files that Mail eater uses

    Posted May 26, 2015 03:56 PM



    Which version of SDM that it is installed?

    What encoding in which the email is being sent?

    If I'm not mistaken the standard reading of the SDM is utf-8.



    Diones Valentine Freitas

  • 5.  Re: Files that Mail eater uses

    Posted May 27, 2015 03:09 AM

    Hi Diones,


    We have been using SDM 12.6 before and recently it has been upgraded to 12.9.

    This issue with chinese charachters is the same in both 12.6 and 12.9 versions.


    Even if email is being sent in Plain text or HTML, some of the chinese characters are shown as question marks after the ticket got created.


    Thanks & Regards,


  • 6.  Re: Files that Mail eater uses

    Posted Apr 27, 2016 01:17 PM

    Hi Gordon,


    i want to enable auto assign ticketing features to the group

    ID ( Once mail is sent to the Group ID, ticket has to

    be created and auto assigned to the Auto assignee mentioned

    ( . CAn please tell me how to do this?