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Can we create change order by using email where, ticket will be segregated DL wise and can we make mail subjet line as summary

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  • 1.  Can we create change order by using email where, ticket will be segregated DL wise and can we make mail subjet line as summary

    Posted 09-10-2019 09:15 AM
    Hello All,

    Currently we are using CASDM 14.1, right now we can create ticket using maileater functionality, but here restriction is we need to put all required data n specific format, need to mention issue category in the mail. Can we instead make  a mail where subject or mail description should automatically get in appropriate category description and tickets should get raised?

    Please help us on priority.

    Thanks in Advance!!

    Regards,
    Sushma


  • 2.  RE: Can we create change order by using email where, ticket will be segregated DL wise and can we make mail subjet line as summary
    Best Answer

    Posted 09-10-2019 09:30 AM
    Edited by Brian Mathato 30 days ago
    Hi Mandar\Sushma,

    Yes, you can do all this. You need to configure the appropriate mailbox rule.

    https://docops.ca.com/ca-service-management/17-1/en/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox

    Pay special attention to the following fields on the Mailbox Rule:

    - Add Subject Line

    - Text API Defaults


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    Kind Regards,
    Brian
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