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How to have Email raise a NEW ticket, if old ticket is Closed, in SDM?

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  • 1.  How to have Email raise a NEW ticket, if old ticket is Closed, in SDM?

    Posted 06-30-2017 03:05 AM

    Hello Everyone,

     

    I have an ITSM 14.1 site interested in the following scenario.

     

    Any suggestions on how they might achieve this?

     

    REQUIREMENT

    • Emails to "not Closed" SDM tickets should perform an UPDATE.
    • Emails to "Closed" SDM tickets should "CREATE NEW" ticket, and not update the existing ticket.
    • CA PAM Web Services updates should be able to UPDATE all tickets - whether open or closed.

     

    There is a parameter "@NX_EMAIL_ALLOW_UPDATE_ON_INACTIVE" which controls whether Closed tickets may be updated. However, it can't be enabled to prevent updates to Closed tickets, otherwise the CA PAM Web Services updates will stop working.

     

    Thanks, Kyle_R.

    For issue 00771777. 



  • 2.  Re: How to have Email raise a NEW ticket, if old ticket is Closed, in SDM?
    Best Answer

    Broadcom Employee
    Posted 06-30-2017 06:22 AM

    Hi Kyle,

     

    Here's a thought:  given that the site already uses PAM, perhaps they could add a PAM process to monitor the inbox that Maileater is currently configured for, and point Maileater at a new inbox.  The PAM process would inspect each incoming email.  If the email refers to a Closed ticket, strip out the ticket reference and send the updated email to the new Maileater inbox, where it should cause a new ticket to be raised.  Otherwise, forward the email to the new Maileater inbox without alteration, where it will update the ticket.

     

    There may be a touch of the 'Heath Robinson' about this, but I'm sure it would work...

     

    Cheers,

    James



  • 3.  Re: How to have Email raise a NEW ticket, if old ticket is Closed, in SDM?

    Posted 07-02-2017 08:55 PM

    Thanks James.

     

    More moving parts than a . . . thing with moving parts. But it actually seems like a nice way of going about it . . . if you can get past added steps to set it up.

     

    Thanks!