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Mail Eater Rule Field "Reply Subject" And Avoiding Replies Creating Duplicate Tickets

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  • 1.  Mail Eater Rule Field "Reply Subject" And Avoiding Replies Creating Duplicate Tickets

    Posted 13 days ago
    Hello,

    We are using SDM 12.9 and I'm finally looking at enabling the mail eater :)

    External people emailing our inbox won't have a CASD contact record, so will be logged against anonymous userid and won't receive SDM notifications.

    The external contacts can receive the Reply on the mail eater rule if enabled. But I notice the reply subject is used for both success & failure and can't include the ticket number in the subject line. So how can I avoid a duplicate ticket being created if someone replies?

    Just wondering if anyone out there with mail eater experience can advise what they did?

    Thanks
    Stuart


  • 2.  RE: Mail Eater Rule Field "Reply Subject" And Avoiding Replies Creating Duplicate Tickets

    Broadcom Employee
    Posted 13 days ago
    Hi Stuart,

    1. This is a classic example of where Notification Rules are handy. So instead of using the Mailtear reply\failure notification functionality, you simply use the Initial Activity Notification or SLA Notification. The OOTB Activity notification already includes the ticket ref number. For your case, you would only send the failure notification from Maileater where the ticket failed or just not send emails for the failures. For the successful creation of a ticket, you would then use the Initial Activity Notification or SLA Notification as alluded to earlier.

    2. Maileater looks for a specific string in order to determine the ticket to be updated. This string can be inserted in the main body of the ticket as long as you use the Activity Notifications to send notifications on the successful creation of the ticket. Emails containing that string will NOT create new tickets. Instead, they will update the ticket. See below information on how you can configure the email to include the necessary string:

    https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/choose-a-notification-phrase.html


    Hope this helps somewhat?

    ------------------------------
    Kind Regards,
    Brian
    ------------------------------



  • 3.  RE: Mail Eater Rule Field "Reply Subject" And Avoiding Replies Creating Duplicate Tickets

    Posted 12 days ago
    Thanks for replying Brian, but notification rules won't work for an external person emailing us without a matching CASD contact record will they?


  • 4.  RE: Mail Eater Rule Field "Reply Subject" And Avoiding Replies Creating Duplicate Tickets

    Broadcom Employee
    Posted 12 days ago



    Perhaps you can try this as an alternative? Otherwise, I have no further comments to add. Hopefully, someone in the Community can give more ideas...

    ------------------------------
    Kind Regards,
    Brian
    ------------------------------



  • 5.  RE: Mail Eater Rule Field "Reply Subject" And Avoiding Replies Creating Duplicate Tickets
    Best Answer

    Posted 9 days ago
    Perhaps it can be solve by process and few tool updates. Here's an idea that should work.

    1. Ticket will come in as anonymous user. Success / failure email will be sent for confirmation.
    2. If maileater is configured to attach email, the analyst handling the ticket will create a user (employee) based on the user.
    3. Upon changing the Affected End User this will trigger Field Update activity notification.
    4. Field Update can have an event with macro that emails AEU the ticket details.
    Good luck!


  • 6.  RE: Mail Eater Rule Field "Reply Subject" And Avoiding Replies Creating Duplicate Tickets

    Posted 8 days ago
    I'm going to put "Auto-Reply" in the reply subject, then filter out any incoming emails with "Auto-Reply" in the subject.

    And leverage the "Email Address/Hour" field on the mailbox policy.