How to update the comment by replying the email

[Support Team ENTIIS TH]

Hi all,

Now I am using CA SDM 17.2. I want to know how to update the comment in ticket by replying the email.
Now I done creating the ticket using maileater, so the next step is how can I reply the email and it will automatically log/comment in that ticket ?

I am not sure that my solution is using Message Template can be solved this or not, or do you know the other solutions ?

Best regards,
Sila

[J W]

Sila,

Have you completed these items?

How to Configure Email Replies

and

CA SDM Text API Interface

which includes the section on:
 

'How to Set Up Notification Replies to Update Tickets'

J.W.

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"No matter where you go, there you are." - TAoBB:AtED
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[Support Team ENTIIS TH]

J.W.
Thank for your answer, after following the steps above, this solved my question completely.

But can I ask one more question please ?
After perform the tasks above, I faced the other problems, that is:

How can SDM send the email to the Affected End User when the log is commented by Analyst ?

Because now from my configuration, if Analyst comment the case, then the Affected End User will receive the email (configured by Activity Notifications + Notification Rules + Message Templates). Then if the Affected End User reply the email to SDM (then the reply will be logged as comment) that Affected End User will receive the email also (which should not send to him because he is the one who reply the case).
I found that this issue may came from I use the Activity Notification to send the email to the Affected End User when the Log is commented, but I don't know how to solve it.

Could you please give me any advice ?

Sila

[J W]

Sila,

Glad to help.  To setup notifications based on an activity, reference this section of the documentation:

How to Set Up Notification for an Activity

Please read the entire section as you may not need to perform all the preliminary setup steps.  I don't have a test environment available right now, but I believe the 'Log Comment' activity should already exist as well as the Default Log Comment Notification Rule and Default Log Comment Message Template.  You will have to change the value of the Auto Notification field in the template to 'Yes' for this to run every time.

I recommend you search the Communities for 'log comment notifications' for further guidance.  You should also open a new discussion for any follow up.

J.W.

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"No matter where you go, there you are." - TAoBB:AtED
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[Alen Sinanovic]

JW actually asked pretty much the same question as your last one (if I understood you right) some time ago. OOTB, I don't think there is a way not to send mail notification to affected end user if the log comment was made by affected end user (same person).

Link to original thread

Regards,
Alen

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Alen Sinanovic
Senior System Engineer Specialist
Sedam IT d.o.o.
Croatia
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[Lindsay Estabrooks]

Try this:
1. Create an Activity Association for the last_mod_by attribute:

2. Create two Site-defined Condition Macros that compare the last_mod_by to the customer:

3. Create two Notification Rules that use those conditions:

4. Add the two rules to the Log Comment Activity Notification:

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Lindsay Estabrooks
Principal Consultant
IT-EDU Consultants
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[J W]

Alen,

Thanks for the reminder of the solution to my post back then.  It was specific to updating the status instead of the notification, but it could be used for that purpose as well as shown by Lindsay's instructions.

Sila,

You will be probably have to modify the text_api.pl and text_api.cfg to prevent multiple notifications being sent.  This was documented in TEC556417.  Unfortunately, none of my links to this work and the new TechDocs portal at Tech Docs Portal
only takes me the 17.3 Validation page.

Does anyone have a copy of TEC556417 or a valid link?

J.W.





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"No matter where you go, there you are." - TAoBB:AtED
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