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Multiple From email address configurations or alternative

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  • 1.  Multiple From email address configurations or alternative

    Posted 07-19-2017 05:39 PM

    Would it possible to setup multiple From email address options in SDM 17.0?

     

    We currently have 3 maileater mailboxes configured to create tickets in SDM. All email notifications (initial/transfer/manual/resolve) comes from a single email address, which brings up a limitation to respond to those emails for updating tickets. Has anyone accomplished a workaround to overcome this product limitation and would be of great help, if you could also share your solution here. Thank You!!



  • 2.  Re: Multiple From email address configurations or alternative

    Posted 07-19-2017 09:42 PM

    Someone suggested using CA PAM here as a workaround.

     

    Kyle_R.



  • 3.  Re: Multiple From email address configurations or alternative

    Posted 07-20-2017 08:24 AM

    Hi Kyle, We can't go the PAM route for now.



  • 4.  Re: Multiple From email address configurations or alternative

    Posted 07-20-2017 05:13 AM

    A workaround for sending with a different From is to define a new notification method, based on the default pdm_mail command. You can use the -F parameter of pdm_mail to specify a different email address.

    Then you can use it in the initial notification from Maileater, but you'll have to do more configuration if you need to integrate in the normal Notification Rules.



  • 5.  Re: Multiple From email address configurations or alternative

    Posted 07-20-2017 08:27 AM

    Hi Cristi, This approach seems interesting, could you explain a bit more on this setup and integrating into normal Notification Rules?



  • 6.  Re: Multiple From email address configurations or alternative

    Posted 07-20-2017 08:59 AM

    Define a new Notification Method in the 'Notification' section of the administration tree, checking Supports SMTP and with Notification Method set to pdm_mail -Fmy_email@addre.ss.

    Custom Notification Method

     

    In order to use this method automatically for a Contact in a Notification Rule, you can either replace the Email as the default Notification Method for a Notification level on a Contact (e.g. for Normal level) OR create additional Rules and Templates with another Notification Level (e.g. High, Emergency) and set this custom Notification method for the Notification level of the Contact.

    Email Notification levels for Contact

     

    You can also use this Notification method directly from a Manual Notify activity, choosing it over the default Email method.

     

    You can do also a more elaborate setup by replacing pdm_mail with a script to dynamically compute the From for a Contact or a Ticket and using the script in the custom notification method.



  • 7.  Re: Multiple From email address configurations or alternative

    Posted 07-20-2017 09:39 AM

    Thanks Cristi for sharing the implementation details. We don't have a staging environment setup yet, so I'm still trying to understand on how this approach is going to fit for us, as we have 3 different maileater mailboxes. I was wondering that the ticket notifications would still comes from a single incoming email address, correct?



  • 8.  Re: Multiple From email address configurations or alternative
    Best Answer

    Posted 07-20-2017 09:55 AM

    If you want that notifications for tickets coming on MailboxAddress to also have the From address be MailboxAddress it's a bit more complicated, since the notification must read what is the original email address (from the ticket). It can be done, I'd use the following method:

    1. Use a custom attribute on the Incident (or any of the extra stringX unused Incident attributes) to store the mailbox address. This can be done in the Mailbox Rule(s) where you create the ticket, by using the TextAPI defaults configuration in the Rule

     

    2. Create a custom notification method to replace the default Email method and execute a script instead of pdm_mail. - see Modify Notification Methods - CA Service Management - 14.1 - CA Technologies Documentation . In the script, read the file produced by the notification process and find the value of the custom/stringX attribute used to store the email address on the ticket. Depending on the value of it, execute pdm_mail -F<address_stored_on_ticket> (when you have a value stored) or directly pdm_mail (when the ticket was not created by Email).

    3. Profit !

     

    But without a staging/dev env, it's going to be a little trickier. You can start by creating the mailbox rule, defining the notification method and then use Manual Notify to be able to choose this new Notification method before replacing the default (Email) notification for all contacts.



  • 9.  Re: Multiple From email address configurations or alternative

    Posted 07-20-2017 11:10 PM

    Hi Cristi, I got to try this sometime next week due to other high priority stuff taking over at the moment. I appreciate for sharing your solution implementation details and willingness to help.