Clarity Service Management

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Maileater, Not Setting Assignee

  • 1.  Maileater, Not Setting Assignee

    Posted 10-02-2017 05:24 PM

    Attempting to create tickets via email (through maileater).


    Using the following format:

    %Requester=ID0000001

    %Customer=ID0000001

    %Category=Assistance-Inquiry.Hardware.PC

    %Status=Acknowledged

    %Assignee=ID0000002

    %Group=CSS T2 On Site Salem

    %Summary= Test 1 for Jordan

    %Description=

    Testing testing

     

    This emample will create the ticket (with all fields indicated above). EXCEPT that it will no longer since the migration to SDM 17.0 attach this ticket to the assignee listed. The assignee remains blank. Any thoughts?

     

    Thanks!



  • 2.  Re: Maileater, Not Setting Assignee

    Posted 10-02-2017 05:48 PM

    Jordan, do you see something in the stdlog? Thanks _Chi



  • 3.  Re: Maileater, Not Setting Assignee

    Posted 10-02-2017 06:58 PM

    Nothing that seems particularly helpful.



  • 4.  Re: Maileater, Not Setting Assignee

    Posted 10-02-2017 06:54 PM

    Is the Assignee a member of the Group?



  • 5.  Re: Maileater, Not Setting Assignee

    Posted 10-02-2017 06:58 PM

    Yes, they are. 



  • 6.  Re: Maileater, Not Setting Assignee

    Posted 10-03-2017 03:54 AM

    Hi,

     

    check file $NX_ROOT\site\text_api.cfg on new and old version SDM. If you previously modify this file check file $NX_ROOT\site\mods\text_api.cfg (Did you migrate this file on new version?).

     

    Doc about text_api.cfg https://support.ca.com/us/knowledge-base-articles.tec481349.html

     


    Lumir



  • 7.  Re: Maileater, Not Setting Assignee

    Posted 10-04-2017 09:22 AM


  • 8.  Re: Maileater, Not Setting Assignee

    Posted 10-04-2017 02:59 PM

    Sorry my last post on this one had a rogue URL in it - the correct URL to the page where it explains this change that was made in CP2 is found here: CA Service Management Release 14.1.02 Enhancements - CA Service Management - 14.1 - CA Technologies Documentation 



  • 9.  Re: Maileater, Not Setting Assignee

    Posted 03-22-2018 02:51 PM

    Hey Jon,

     

    I reviewed the link, but could not find out what exactly changed from the notes that prevent's the assignee from no longer working.

     

    Thanks

    William



  • 10.  Re: Maileater, Not Setting Assignee

    Posted 03-22-2018 02:49 PM

    Was anybody able to resolve the assignee mailtag not working?



  • 11.  Re: Maileater, Not Setting Assignee

    Posted 03-22-2018 04:32 PM

    This was something that was found to be a defect by CA, at least in our scenario.


    They were able to provide a test fix although I have not attempted to implement it as of yet.

     

    This may be a solution for you as well? The test fix provided was T52Y763.caz.